Virgin Money Avis 

Scam, bout travel insurance and never got a response from them

Applied for Credit Card, was pre approved on their website. Received an email saying VM will provide a decision within 5 days.
10 days later, heard nothing. Rang up to chase my application, spent 45mins on hold, when I finally got through they put me back on hold & then hung up the call. Still don't know what's happening with my application.
Avoid!

Attempted to activate new credit card having transferred balance for a zero interest rate period per Martin Lewis's website recommendation. Got as far as Virgin Money having to text a one-time activation code and nothing happened. This situation continued. So tried to call them. Impossible to get through. Amazing situation as they issue a credit card and then through their management systems do not enable it to be used. Madness. If Richard Branson knew about this he wouldn't be very happy but I guess he's too busy trying to find a way of getting into space, as that gives him better headlines. I guess I shall just have to take advantage of their very long zero interest rate period and use my other card if needed.

Avoid the VA credit card: the service is appalling.

Impossible to get hold of!! Do not waste your money on travel insurance with virgin money!!

VIRGIN CREDIT CARD IS THE WORST CUSTOMER SERVICE I HAVE EVER EXPERIENCED ENDLESS MENU OPTIONS AND ALMOST IMPOSSIBE TO GET A REAL PERSON ON THE PHONE. I HAVE CANCELED MY CARD IN PROTEST

Since Virgin merged with Clydesdale & Yorkshire Banks the service which was perfectly acceptable before has deteriorated to the point where it is not fit for purpose. For example the issue of paperwork takes an eternity if it arrives at all. The accent of the staff is sometimes difficult to understand if you are fortunate enough to get through on the phone.
Avoid this organisation if you value your sanity.

I purchased an annual travel insurance for husband and I last month online for £213. My husband's medical declaration did not come through despite my declaring on online application, only mine was received. After a 30 minute wait on telephone I was informed his medical declaration was not on system and I would have to pay an extra £281 to have him covered!!!! Why would I declare my medical history but not his at time if application!!! Absolute scam! I purchased the policy for the original quote in good faith and now left with no other option but to pay the extra as we're going on holiday at the weekend!!! Leaves me wondering how many others have been scammed in this way! SHOCKING!

I spent over one hour waiting to speak to someone about being unable to login. She was unhelpful and said all I had to do was put the password in. She said I could phone back it that didn't work. She put the phone down quickly and when I put the password in and I was still unable to log on. What a waste of time. She knew I wasn't going to get in and she wasn't going to make any effort to sort it out so she cut me off quickly

I thought I should share my experience on them - their branch service is actually very good (Edinburgh), it's efficient no problem at all even after a long bank holiday weekend. Their online team perhaps needs more work to improve their response time, although their online interface is easy to handle. Online is supposed to be more efficient, but it took over a week to receive an email with unclear instructions (there are two applicants but they only requested one (used first name!) for ID check. The following message did not answer our question, merely repeated what was said before (but using an encrypted format which is completely unnecessary, as the original message was sent as a normal email). Yes the online team has much to do!

Virgin Money do not answer the phone if you have a query. I am trying to arrange a transfer out so that I do not have to face this in the future.

So, seems my Virgin Money account is being transferred to Yorkshire Bank, a bank I'd previously moved from before because of poor service. Guess what? After waiting 12 minutes to get thro to Virgin, they had to transfer me to Yorkshire Bank. After 31 MINUTES WAIT on that line, I give up and hang up. What a disaster these people are!

Complaint now over 6 weeks still no response except letters saying complaint delayed

Virgin money encouraged me to go paperless, which was fine because I usually downloaded statements in csv and entered into an excel budget. Now they've terminated the CSV download and are only offering a PDF printed month-by-month for each month. No thanks, I'll take my account elsewhere.

Horrendously bad service. Got a letter last week telling me that they were closing my account and Internet Banking for no reason whatsoever. Phoned them several times, got cut off umpteen times, and promises to get back to me with a reason for the account closure never materialised. Put a complaint in to them as well, which fell on deaf ears. Worst bank I have ever dealt with, with awful customer service.

Over an hour trying to get through on the phone number they sent me - but no one answered.

Been to Nottingham branch of virgin money today to sort out some personal financial changes my father needed to make and although they were polite we were treated appallingly . We have this afternoon opened an account elsewhere and moving him to another bank and closing my dad's account after he's been a Yorkshire Bank customer for 40 years !
Virgin money is the worst thing that's happened to Yorkshire Bank . The lack of customer respect and what they need has collapsed , the bank looks like a knocking shop inside and staff wearing polo shirts jeans and plimsoles . This has led to its downfall
As customer care & service has gone.
The manager looks like he is barely out of his nappies and has no idea of customer service . ...
They let us walk out knowing we had private business with them to tend to .they couldn't care less .shocking !

their banking app must be one of the worst banking apps under the sun.
Absolut crap

Virgin doesn't allow me to withdraw my money they have done all the security checks twice over the phone and now they are sending me a letter with secret inforamtion which I will have to give to them when i call them again. Luckily I am not in emergency but if I was it would be rather paniky not being able to access your money for a week.

I am currently writing this while on hold with Virgin Money call centre. At 58 minutes and counting. Just awful customer service waiting times.