Virgin Money Australia Avis 

Deplorable service. They updated their ‘platform’ three weeks ago and I have encountered multiple problems accessing my account, checking transaction and simply trying to get answers. Have spent hours on hold as their ‘Chat’ function does not function. Cannot speak to anyone. Do not touch this business if you don’t have to.

SO BAD. They've locked my out of my account. No one will answer the phone. I CAN'T EVEN BLOCK OR CANCEL MY CARD. I've been trying to call for 12 days. I get put on hold EVERY time. I've been on hold for over 8 hours in the last 12 days and I've had to hang up after over an hour 6 times.

Virgin Credit Card service- lift your game, you will lose customers with your new website and credit/banking website and account. Followed instructions nearly two weeks ago after migration to the new system. Was able to log on to discover the new credit site is a poor shadow of what it used to be, very unfriendly to use and hard to navigate- if it ain't broke don't fix it! Short time later, I needed to log back in, then the site tells me I have been temporality restricted. I phone, wait for 2.5 hours to be told they cannot help me and to call back, following morning, call again, wait another 2.5 hours only to be told they will pass me onto someone that can help and guess what, they can't! Tried again this morning, on the phone from 9 am till 2.pm, passed to another two staff, who, wait for it...... are unable to help me! Lord, give me strength!

After having updated my details as per Virgin Money's instructions (due to a recent transition to their new system), I was prevented from logging into my Internet Banking account. I was directed to call 138151 to enable access, and was on hold for 44 minutes before speaking to someone. They verified my details, put me on hold again for 15 minutes while waiting for someone in another section to answer. This person was unable to rectify the problem, so has raised a ticket with the IT department, but still unknown as to how long it will take to fix. Total time on the phone was 1 hour & 16 minutes with no resolution as yet. Even tried emailing via the website "complaint" page, and even that didn't work - asked me to call them instead (not likely!)

Zero Stars!
On hold so far for 45 minutes!
It tells me go to the app for faster service, no one is there to help.
They took my money in about 0.026 seconds, but getting back is taking days.
Now I’m just hold, no idea of how long this will take. To top this off the criteria you need to make any interest iOS absolutely ridiculous.
Worst banking experience ever!!!
Never again

Trying to pay my bill via BPay as I always have. Invalid reference number is the error. Checked invoice same reference number as always also checked with bank reference number no longer valid. Used chat function connected my with "banker". Explained problem answer was reference number is on invoice if you can't locate it ring a certain number. Told her I used the reference number on invoice which hasn't changed from previous payments and got same response back. Have tried ringing on 4 different days and been put on hold for more than an hour and had to hang up due to work commitments etc.. Now looking for another credit card provider and if they slug me with fees due to lack of customer service they can take me to court

I would say terrible customer service but there isn't any.

I need access my savings account urgently. Trying ro transfer money and all day I have been getting an error message on both Android and Web browser so seems the issue is on Virgin's end. I have been waiting on hold on phone for 1 hour 20 mins so far, and on live chat for longer. I need access to this account today and I am starting to get very anxious this won't be possible. Please someone, this is not cool...

If I could give no stars I would. Zero customer service. Have been on the phone for over an hour to sort out issues their end after I have made nearly $20K in repayments on my card for those not to show and it telling me I have that debt. Don't think so Virgin. I have all of my receipts. Causing me great anxiety and angst and they couldn't give a shit.
DON'T TOUCH THEM WITH A 10 FOOT BARGE POLE!!!!!!

Impossible to get a hold of. this time have been on hold for 1hr and 50 minutes. No option to have a call back or any indication of how much longer it will be.

Very worse customer service service. Waiting fr more than hr twice in a now. No one is answering, my mobile phone battery is drained from waiting to amswer my call. Only you can hear is answering machine for morethan 1 hr.

Customer Service is non existent. Would have to be worst financial institution I have ever dealt with. Extremely long waiting periods to speak to Customer Service Assistance. When you finally get to talk to someone the response is not only unhelpful & dismissive, it’s also clear they are untrained.

If I could give 'no starrs' this is what Virgin Money would get. Their new web site is terrible, very hard to navigate and then I was blocked.. ....which resulted in a 45 minute wait and a waste of my life. Very dissatisfied.

Someone hacked my virgin money bank and stole 250$ virgin money shut my account down and refused to get my money back. Worst bank ever

⭐☆☆☆☆ Very disappointed with Virgin Money Insurance – claim unfairly rejected
I insured my work van with Virgin Money Insurance, and when it was stolen while I was on a job, I expected fair treatment. Unfortunately, my claim was rejected
without a proper explanation, even
though I provided all the evidence and
police report. As a small business owner, losing my van has caused serious financial stress, and Virgin Money showed no understanding or support.
I strongly advise others, especially tradespeople, to stay away from Virgin Money Insurance. They make the process difficult and don’t stand by their customers when you need them the most.

They've cancelled our home insurance as soon as we mentioned that we are planning to add extension. So much for assurance with insurance. the worst company we ever dealt with. Today's Virgin is no longer that Virgin quality of service that we used to know, whoever runs it seems to purposely run it out of business.

Tried to call late Monday morning to get my account unlocked. Gave up waiting after 32 minutes on hold. Very poor service.

Please could you put a bit of effort into improving the wait time - and even (like many other sites) add the expected wait time to the message.

Don't bother - I don't think they actually want your business. They make it way too difficult to upload your documents and say they will send an SMS but nothing received. Guess I'm not proceeding with this one!

I had an extremely poor experience with Virgin Money Australia. Their customer service is very disappointing; the call centre is based overseas, and despite speaking clear English, the staff had difficulty understanding anything I said. On top of that, they were very hard to understand in return, which made communication frustrating and unproductive.

Overall, the customer service is of very low quality, and I would not recommend Virgin Money to anyone. I certainly would not go back to them.

> I took out a Virgin Money insurance policy based on the information provided by their staff, including a promise of Velocity Points. When their staff gave me incorrect information, they refused to honour the points and instead offered a small cash alternative. If the value is “the same,” why not simply issue the points as promised? This has left me with no trust or confidence in Virgin Money – I’ll be cancelling my policy and moving elsewhere. Very disappointing experience.

If you’ve ever wondered what happens when a brand licenses its name to a Frankenstein of third-party vendors, offshore call centres, and legacy banking infrastructure—Virgin Money is your cautionary tale.

I applied for a supplementary card. Simple, right? My wife completes ID verification at Australia Post (we even have the receipt), only to be told—weeks later—that no verification was received, and that we need to do it all over again.

But here’s what you don’t see from the outside:
Virgin doesn’t run its own shop. They own the debt, sure—but everything else is outsourced to the cheapest bidder. Customer service? Offshore, with agents who aren't briefed on the full picture and fumble through scripts like it’s amateur theatre. Digital experience? A NAB-whitelabelled patchwork of disconnected systems and services. It’s like trying to open a bank account on a fax machine hooked up to a blender.

I was told I was using the “wrong keypad” on my phone when trying to enter an SMS code. That line alone deserves an industry award for “most unintentionally ironic comment by a financial institution pretending to be digital.”

What they’ve built isn’t a customer experience—it’s a bureaucratic pinball machine, where accountability bounces between vendors until you, the customer, are gaslit into thinking it’s somehow your fault.

Worse still, this isn’t just bad service—it’s a breeding ground for operational risk. With disconnected systems, mismatched data, and confused frontline staff, it's only a matter of time before something critical (or confidential) slips through the cracks. If there's a major data breach in Virgin's future, nobody should be surprised—it’s been architected for failure.

To cap it all off: I had genuinely planned to shift loyalty to Virgin across the board—including flying and financial services. But this experience has done what no competitor could: cement my loyalty to Qantas and scare me off Virgin Money before I even got off the ground.

Virgin Money isn’t a bank. It’s a logo slapped onto a chaotic vendor stack pretending to be a financial institution.

Avoid like the economy section of a Ryanair flight.