Virgin Money Avis 

Yet again virgin customer service falling well below what expected. It must be part of their mission statement to annoy customers cos otherwise how can they justify these trust pilot scores across platforms? Spent 20 minutes getting through to someone. He asked me to go through security. He asked me a few questions I answered and then if I had supplemental card holders. I wasn’t sure so asked my wife if she had a cad as she was stood next to me without putting him on mute. He then abrubtly shouted at me “CANNOT TAKE 3RD PARTY ANSWERS” and said he need to transfer me to another agent as I failed security. Before I could speak was put on hold again for another 20 mins. Absolutely unbelievably rude way to speak and treat customers. And I was only calling to do something that most credit card companies can do through their app.

Wouldnt waste my time with virgin money bank poor service all round if I had a choice I wouldn't even give a star choosing to update on busy day where you need your money and told it won't be in bank to access till they sort it choose a Sunday people aren't waiting on wages ect choosing a Friday an sat yet if a direct debit goes and I haven't the money in they would charge me 25 pound a time and I have to ring and discuss it to get sorted out absolutely disgraceful roll on switching I say.......

Total Incompetence - we transferred our business bank account to VM and its been a total farce ever since. The account was migrated but we have nit yet gained any banking services in 16 days....Their IT systems appear to be primitive as they cannot register our profile for internet banking (guess you shouldn't offshore to India...) and their reaction...shrug your shoulders and fill out CHAPS requests!!!! If had wanted to join a clown show - I seem to have succeeded - this is a wholly inept organisation and will leave as soon as I can

I have a Virgin Atlantic Credit card principally to collect Virgin air miles but am now going to cancel the card due to the inability to contact the company at a time of emergency. I was charged three times in error by the DVLA for a registration number and wanted to tell Virgin Money and have the payments refunded. I phoned the number on my card to be bombarded with information telling me to use "the App" The App does not have a "dispute transaction" tab so this was useless. WHY DO THEY TRY TO GET YOU TO DO SOMETHING ELSE AND TRY TO GET YOU TO USE ANOTHER WAY OF CONTACT WHEN I REALLY NEEDED TO SPEAK TO A PERSON????? I would not be phoning if I could do it any other way. Eventually at 3pm I was put through to an answering machine announcing that "they were open from 10am to 2pm" and were currently helping customers. Here is one customer who won't be wanting help again....I'm off!! Appalling company.

My 1-year-old fell and fractured his skull whilst on holiday in Mauritius in 2019. Virgin advisers were fantastic and sorted all expenses out swiftly. I will always buy my travel insurance from Virgin as they proved to me they payout when needed.

The Virgin Money website customer login is a nightmare.It takes forever and the phone app is no better.Shameful service from Clydesdale Bank !

Do not try and challenge a charge with Virgin Credit cards. Firstly being asked 7 security questions to prove who you are is more than protecting your security. then you have to provide every correspondence you have ever made in relation to trying to get your money back yourself. American Express is far superior when it comes to customer service. Lower your expectation if dealing with this company. Mine was a scammer charge from China and it was so hard to deal with Virgin you feel like the villain.

Terrible customer service. I've tried to close my account three times and they have failed to do so. They have said that I haven't done this, although the phone calls are recorded. Do not use this company.

Do you know what I detest; it's presumption. Presumption that it's acceptable to take money unannounced from a customer without so much courtesy as a notification that you intend to do so. And for holiday insurance, which is not a pre-requisite in the same way as car or home insurance it is even more assumptive. We have a gold policy that we haven't been able to use in the last 12 months due to COVID19. Yet Virgin have decided in their infinite wisdom to up our premium and autorenew it without so much as a basic check to see if that is acceptable. It's this underhand practice that means I will now cancel my insurance and try snd recover the money, and pursue them for it if they resist. I will also cease any future dealings with them. This embodies everything I detest about banking services, the fact they feel they are entitled to your money more than you are. Yet when you call on them for support or a claim the shutters cone down and they do their level best to evade responsibility. Congratulations for losing my business forever because of basic courtesy, wake up Virgin and treat customers with some respect. So unsurprisingly, no I don't recommend at any level. 0 stars if it was an option.

Beware! Checking my credit card bill I noticed that my Virgin travel insurance had automatically renewed (and apparently increased significantly on last year's premium) without my knowledge. I had received no email or other correspondence to let me know that this was going to happen. Surely this isn't legal? I have called them and they say that they will be refunding the premium... let's hope so. I can see from other reviews that I'm not the only one to have received this treatment, pretty shocking.

Do not buy Travel Insurance through Virgin Money. I had one year insurance with them. My suitcase is stolen in Barcelona. I only claimed suitcase, clothes, and usual holiday items. They asked for receipts for every item! who keeps receipts for t shirt, mobile charger, pants, shorts, suitcase. Nothing valuable?, supplied all images, of the items with me wearing!!! .AVOID, AVOID, At least they should state: we can cover xxx only! So now it is time to next phase!!!

I want to give them no stars but it won't let me.
Don't even bother with travel insurance with this company.
They rejected my claim of a flight purchased due to covid so no fault of my own.
And i was reassured that my claim would b paid out. I lost 1500 pounds for an emergency flight ticket purchased.
They asked the most dumbest stupidest and ridiculous non sensical questions of no relevance at all in relation to my claim.
In the end my claim outcome was unsuccessful.
I had to resend my claim in a few times and was just sick of the repeated questions, which i clearly explained in detail on a few occasions.
They do not want to pay out basically.
Also it took them a year to make that decision.
Avoid this company at all costs

Bought a one year travel insurance for my son and they automatically renewed it this year without any email or warning! When I’ve bought travel insurance before it is not automatically renewed and have now been in contact with bank as it is an unauthorised debit. Awful company - avoid!

New credit card app is a joke. The designers should be shot. Most user unfriendly app I have encountered. They will deservedly lose a lot of accounts from frustrated cardholders

The most appalling bank I've ever had the displeasure of holding an account with. Having foolishly switched to them, I am counting down the days until I switch back to my old account. They locked my account for attempting to make one bank transfer to another account in my own name!! Unbelievably poor

Got a letter from the today, telling me in very Vague language that they are gonna to auto renew the annual travel insurance and I have to find time to call them to cancel. Disgusting behaviour!

I bought travel insurance from Virgin last year and they just took money out of my bank account for a renewal I did not authorise. There were no emails about this and I am sure that I did not request an auto renewal when I bought the insurance. I called and they have refunded the money but claim a notice of renewal email was sent and to check my spam emails, I checked and there was no email. This is underhand behaviour, especially in these times when travel is all but banned. My advice is to steer clear of Virgin Travel Insurance.

Do not buy Travel Insurance through Virgin Money.

Rejected a claim for a hotel stay in the US which I had to cancel due to COVID. My hotel booking was non refundable, but Virgin claim that because I was offered a credit voucher by the travel agent (which I chose to turn down), the booking is no longer considered non refundable. Took out the policy in good faith, but now wondering what I was actually sold.

Claims & complaints processes are both outsourced so not managed by Virgin themselves.

Still not a good enough answer to the below email I sent to Virgin's review helper email all I got in response to my email below was

"We will pass on your feedback"

As a loyal Yorkshire bank customer for over 30 years, the bit I am baffled about is what has happened to all of the Yorkshire bank staff?

This issue of not enough staff to man your phone lines (regardless of reasons why)  never came up as an issue with Yorkshire bank in 30 years this is the part you are not addressing. 

My very real concern is that the service from Virgin Money will not even match the quality that we as Yorkshire bank customers are used to.

I will try contacting the centre again over the weekend and see if I can get through that will be the proof in the pudding for me and also the response I will get to my query.  

I will certainly come back to you shortly with feedback on how my next experience goes, of course what you Virgin Money do with that information may amount to very little though I would hope otherwise.

Yorkshire Bank are now part of this. The service is appalling. Just terrible. Avoid.