MOST CERTAINLY NOT THE CLYDESDALE BANK ANYMORE, SHOCKING CUSTOMER SERVICE!!!

've been banking with Clydesdale bank (re-branded as Virgin Money) for 37 years. Ive always used their loan facilities for purchasing new cars as their rate was always better. Recently though, I applied for a new loan, slightly more than previous as... Read more

've been banking with Clydesdale bank (re-branded as Virgin Money) for 37 years. Ive always used their loan facilities for purchasing new cars as their rate was always better. Recently though, I applied for a new loan, slightly more than previous as new car was a little on expensive side, and seeing as how I'm now mortgage free, I thought I'd treat myself!!! All applications are done online now, there's none of the old interactions with a member of staff, just a key board to say "yay or nae". I have to add that I've a near to perfect credit rating, never overdrawn, no missed payments for anything in my adult life, something that I'm proud off!!! Anyhow, not getting instant answer from website, I'm advised that it will 2 working days to reach decision. True to word, I get phone call after 2 days from VM. A young gentleman, not long out of school by sounds of it, tells me that it has flagged up as I've also got a PCP contract on going with a motorcycle company (same case for over 15 years as I change bikes reg)
I state that all this is well within my affordability as my income to VM clearly shows. After some non relevant questions, he states that he can either decline on the spot or refer to a manager!!!! At this point, I'm made to feel like I've went to bank with a begging bowl( possible slight paranoia on my part)? After some more non relevant lecturing about unsecured borrowing, I've snapped and told him what I think of VM and where he can refer the application too, and it certainly wasn't in the direction of a manager. Now I'm half Scottish / half Italian, and we are not the most patient of people at best of times!!!! , and it wasn't so much in what he said, more in the way of how he said it!!!!!
Once off phone and calmed down, I proceeded to calling of VM's competitors, actually got to speak to a representative, 10 min call with immediate acceptance!!!! WTAF Virgin Money!!!???!!! U have now lost my business, and a loyal customer of over 36 years, shame on u!!!

Reviewed on 15th December 2021

Scott Lang

Trying to resolve an issue...

I have been trying to resolve an issue with Virgin Money since the 25th November, and due to misinformation has now landed me in quite an awful situation, subsequently I'm now being penalised for their mistakes, which if the correct information was... Read more

I have been trying to resolve an issue with Virgin Money since the 25th November, and due to misinformation has now landed me in quite an awful situation, subsequently I'm now being penalised for their mistakes, which if the correct information was provided in the first instance the issue would have been resolved. First line customer services are inexperienced, have a lack of knowledge of most things it seems, poor phone etiquette and a general sense that they just don't care. I have spent so much time on hold from my initial calls, through to being COLD transferred on numerous occasions to the incorrect department, requiring me to reiterate the reason for my call. The mistake they caused will apparently take up to 8 weeks through their complaints team to resolve... which then puts me in a very precarious financial situation due to the circumstances I've been placed in, which being a mistake on their part, this should be looked at as a priority! Severely disappointed with the service offered from all accounts, and certainly will not be using their services again once this issue is finally resolved IF it get's resolved, because from my experience so far, I am not confident. I'd would urge anyone to seriously rethink their options before considering Virgin Money, any mistakes they make, you will almost certainly be penalised for!

Reviewed on 13th December 2021

Steven Glanville

The new Virgin Money Website is pretty much designed for one man business . Don't use them if your a professional user you will be disappointed.

If like myself you do not wish your employee data being used by your bank you will unfortunately find Virgin money expect the mobile phone number of your employee . If you wish them to use a token fob , the bank will fully expect their home detail to... Read more

If like myself you do not wish your employee data being used by your bank you will unfortunately find Virgin money expect the mobile phone number of your employee . If you wish them to use a token fob , the bank will fully expect their home detail to send the keyfob to .
If for instance your child intercepts the post and plays with the token, your phone or even your pc who do you expect the bank to blame .
Hardly professional giving out employee data and very much frowned upon by the Information Comissioners Office , yet Virgin gets away with it .

They had a fabulous system before that suited medium and large sized business but did cost them as it was developed by a very professional team. Did it cost them or each and every one of us who paid Banking Charges for the privilege of a safe, secure fantastic product .
So why does one ask why on earth employ people with no banking knowledge or accounting knowledge develop a system / website ?
My gut feeling ,a bank thats motivated by profit and only profit !

Reviewed on 16th November 2021

Phil

Refused a replacement card

I had a Virgin Credit Card for 3 years I tried changing my address on their app only to be told to "call us". I called Virgin to explain that I had changed address only to be told my account had expired (not card). It turned out that they were... Read more

I had a Virgin Credit Card for 3 years I tried changing my address on their app only to be told to "call us". I called Virgin to explain that I had changed address only to be told my account had expired (not card). It turned out that they were refusing me a replacement card after a credit report. In the 3 years I held the card my repayments were always on time and never missed one, in fact it must have been the only credit card in the UK that was £25.00 in credit (I wonder if I'd have been treated the same if I had a balance of over £1000) I think not. So being very angry about the way I have been treated I told them to close my account and refund me my £25 I am also in the process of closing my Virgin Money bank account, cancelling my Virgin Mobile contract and my Virgin Media account. If this is the way you are treated for being a loyal customer Virgin then you don't deserve anyone's business.

Reviewed on 5th November 2021

Trevor Parsons

Terrible service

I had my card stolen and I called them to report this because it is not something you can do directly through their app (which also is not user friendly). After going through the 10!!! security questions they informed me I had failed security, and I... Read more

I had my card stolen and I called them to report this because it is not something you can do directly through their app (which also is not user friendly). After going through the 10!!! security questions they informed me I had failed security, and I needed to call back. Which I did and waited on hold for 50 minutes for them to tell me I have failed security again and that I can no longer try to access my account. What I will need to do is send them a copy of a passport or drivers license and a proof of address through the MAIL (apparently we live in the 70s still) and then they would call me when they eventually received it. I still havent heard from them, my account is frozen and cant get a replacement card, and the fraud that is on the card still not dealt with. I cannot wait for this to be resolved so I can cancel my account and take my business elsewhere. DO NOT sign up.

Reviewed on 4th November 2021

Connor

CHANGE ADDRESS!!!!!!!!

I have tried to change my address by phone was left on hold for nearly 2 damn hours waiting !!!!!!

Reviewed on 18th October 2021

Debbi Moran

Totally poor service

Don't try to contact verbally it is just about impossible, have been on hold over an hour finished going into bank 15 miles away, unfortunately not much better advised I call call centre... Read more

Don't try to contact verbally it is just about impossible, have been on hold over an hour finished going into bank 15 miles away, unfortunately not much better advised I call call centre !!
Have decided to swap banks as it is unacceptable after 4 days I am in same position

Reviewed on 1st October 2021

Para Cord

Top company

Credit card transaction so good

Reviewed on 1st October 2021

Paul D

CRAP !!!

I have never dealt with a company this bad in my life and I'm 62 years old. Trying make an extra payment on my credit card on top of my direct debit. OMG. The app works until you try to verify on you're bank account ,then when you click back onto... Read more

I have never dealt with a company this bad in my life and I'm 62 years old. Trying make an extra payment on my credit card on top of my direct debit. OMG. The app works until you try to verify on you're bank account ,then when you click back onto the virgin app the bloody page has disappeared, even got my 14 Yr old granddaughter to try it for me but no , can't get it paid. SO tried to phone them, eventually getting through to make a payment and listened to their 70s music for ONE WHOLE HOUR (did all my housework meantime,,) and just had to give u, I couldn't listen to it any longer, sa.e songs over and over. WELL, did not get an answer in 59 minute's and 15 seconds. ZSo how the f**k am I meant to pay this in. WORST APP EVER

Reviewed on 25th September 2021

gdingwall324@gmail.com

Unable to Withdraw my Savings Money

This has got to be the worst bank out there. Had problems with the app so Virgin Money told me just to use internet banking and delete the app., which I complied... Read more

This has got to be the worst bank out there. Had problems with the app so Virgin Money told me just to use internet banking and delete the app., which I complied with.

Now a few months down the line I am unable to amend any standing orders (without the app.) and I am also unable to transfer funds out of my current acc. into another of my accounts with Nationwide (again, without the app.).

Virgin Money is a complete joke outfit pretending to be a bank and the customer service is the worst I have come across within the banking industry. If it wasn't so serious it would be laughable.

Do not trust your savings with this 'bank' and invest your money anywhere but with Virgin Money. Closing my Virgin Money accounts ASAP...

Reviewed on 25th September 2021

Eureka1963

AVOID AT ALL COSTS

Absolutely HORRIFIC customer service from their Credit Card team. App regularly does not work and website banking is not an available feature. I was charged interest despite paying more than the minimum - so I call to enquire and get told "I dunno why... Read more

Absolutely HORRIFIC customer service from their Credit Card team. App regularly does not work and website banking is not an available feature. I was charged interest despite paying more than the minimum - so I call to enquire and get told "I dunno why that happened, we'll get someone to call you back..." Weeks later no call. I decide to pay off all remaining balance and close the card - only to get an email saying I can't close it as I still owe money and after they do close it I can still be charged interest if any company tries to charge the CLOSED card??? So I call back and sit on old for 45+ mins before giving up. Avoid at all costs. Would NEVER bank with Virgin again.

Reviewed on 21st September 2021

Laura Marinello

What customer service?!!!

If you have lots of time on your hands, then great....but I don't have the time or patience for these ridiculous waiting times. Numerous calls over 6 days, all being on hold for in excess of 90 minutes, is not my idea of good customer service. Then to... Read more

If you have lots of time on your hands, then great....but I don't have the time or patience for these ridiculous waiting times. Numerous calls over 6 days, all being on hold for in excess of 90 minutes, is not my idea of good customer service. Then to be given wrong information and still not receiving the refund I'm owed due to errors made by Virgin is beyond frustrating.
Would NEVER recommend virgin money.

Reviewed on 19th September 2021

Annette Sutton

App not working again tonight and no support phone numbers open in the evening total crap service!

A total disgrace of a service and an app that's always down. No statements since May sp totally in the dark.

Reviewed on 26th August 2021

CHARLIE ELSTON

Must Be The Worst App Ever Designed For A Financial Institution

Everything was going well be able to do business online and then Virgin made the ridiculous decision to say that you can now only do business via their pathetic app. This is an app that constantly crashes, is laborious in that you have to keep... Read more

Everything was going well be able to do business online and then Virgin made the ridiculous decision to say that you can now only do business via their pathetic app. This is an app that constantly crashes, is laborious in that you have to keep entering so many details just to make a payment and now I cannot even get the app to download having to go via the app search every time. But the main problem is that Virgin are not listening to their customers and that is a disgrace. When are you going to get this mess sorted out Virgin??

Reviewed on 22nd August 2021

Bill Wilde

No one to talk too

I wanted to report my card lost and thought this would be easy. I have their app….it’s of little use. Tried calling… waited over an hour only to be disconnected. This happened twice. I have given up….and I thought losing a card was serious…apparently not.

Reviewed on 20th August 2021

Mike Strachan

Great interest free card and app

Easy application process, all online, card arrived quickly with a 20 month interest free period. App is super easy to navigate and handy to keep on top of the payments to make to most of the interest free credit. Brilliant all round.

Reviewed on 14th June 2021

Emma Mercer

Kept my zero interest rate

My sign on free interest period was due to end this month, out of the blue I get a mail extending it to the end of 2022. Very nice Virgin Money.

Reviewed on 14th June 2021

Gordon

Good customer service

Excellent App and customer service deal with issues

Reviewed on 14th June 2021

Lynda Cameron

Terrible Bank.

A very unhappy badly run Bank.... Read more

A very unhappy badly run Bank.

Problem after problem.
I’ve met friendlier bailiffs than some of their staff in branches and on the phones.

You approach them to look at moving your mortgage to them and it’s like you are an inconvenience.

You tweet their CEO and zero reply.
Just shows the contempt they have for customers.

Have now just given up on them. Current account, savings, credit card - all just moved away.

Reviewed on 28th May 2021

Darryl Matthews

Long BT Offer

With BT offers getting shorter, it was nice to get an extended 0% deal. Not had much interaction but the Mobile App works for me (and I've seen the reviews from others).

Reviewed on 6th May 2021

Michael Harris