Virgin Money Australia Avis 

Worst Customer service and don’t even go above or beyond at all for you
Requested an account closure statement after confirming balance paid which was paid instantly.
It’s been over 5 days, no letter sent even they have all the money.
Answer is Our System doesn’t generate letters
Wow
NEVER EVER USE THEM
Regards
Diljot S

Scam stay away from them at all costs they withhold your money. I’m taking it up with “AFCA” as I recommend everyone else does. My account has no lock and the app won’t let me get my money, was told I would get a call back on Friday “no call” messaged the chat they were smart asses and said they can’t do anything until Monday when that team returns from the weekend. It’s my money they can not be trusted!!!!! At all costs do not use them. Would zero star them if could fyi!!!

Extremely disappointing experience with Virgin Money while trying to discharge my home loan. I spent over 45 minutes on the phone, only to be put on hold and then hung up on—no call back, no appropriate follow-up. Their process to release the mortgage is needlessly difficult and opaque.

Although they claim it takes 21 days to discharge, I had already submitted the required security release form. For reasons that have not been specifically explained, it was rejected, and now they’ve restarted the 21-day clock from scratch. There’s no accountability and no one to speak to directly without long extended wait times on their customer support contact number

In stark contrast, I’ve refinanced with Community First Bank, where you deal with the same person from start to finish—efficient, responsive, and human.

Virgin, like many big banks, seems to prioritise profits over people. I truly hope more customers walk away from institutions like this and support banks that treat them with respect.

If you are looking for insurance that covers pretty much nothing virgin money is the one.
Extremely rude and unhelpful with an extremely expensive excess fee that covers (again) pretty much nothing.

Worst experience ever, I DO NOT recommend!!!

Customer service centre without out the service, but a large side of attitude!

After being told different things by different call centre staff we just gave up. The kicker is the rude call centre staff. Completely fine with overseas call centres but wow are these folk rude!

I kept telling myself that English is their second language, maybe I’m misinterpreting things, but in the end attitude and rudeness is an international language!

If this is thier attitude when trying to land you as a customer, imagine what happens when you have a problem!

Please do not engage Virgin Money Australia for any services. The organisation is run on pure incompetence. My experience has shown me they don't hold themselves responsible for anything that goes wrong. In fact, they will continually blame others. If your creating an account/making a purchase then it's smooth sailing. As soon as something goes wrong you'll see a great level of competence, silence and no care.

I paid in full my account. Asked for proof of this for a home loan. It’s has been over a week and still no email. Multiple calls and each time different excuses why they haven’t emailed yet. Asked to speak with a team leader and placed on hold for over 40minutes. Disgusting

There is a glitch in there computer system and can't transfer out they said 2 weeks till it gets fixed with IT have filled in a form3 times for them to manually transfer keep telling me it's wrong. So basically I have no monies and they don't care

Worst insurance company ever. Have spent over 4 hours on the phone dealing with customer service staff. I'm now on my 9th different person and each time they put you on hold and you then get transferred to another person who you then have to go through the verification process. The person insured with them smashed into my car and it has been assessed as a write off by 2 panel shops but we are still trying to find out what the assessors says about the valuation. We have been waiting for over a month. DO NOT TAKE AN INSURANCE POLICY OUT WITH THIS INSURANCE COMPANY

I've been with Virgin Money for five years, and honestly, nothing has improved in that time. The app is still as basic and clunky as it was back then — it’s overcomplicated for simple tasks and feels outdated.

Customer support is just as underwhelming as their services. There’s no real intention to improve or even be a little helpful. They can’t even provide basic things like CSV files.

On top of that, their communication is unclear, there are hidden fees, and I’ve had issues with interest not being paid correctly. It’s just a very outdated and frustrating experience overall.

Please, learn from my experience....this is the worst service ever, the worst card ever, do not waste your time. The customer care team have no idea what they are doing, if there is an issue....and there will be an issue, they do not know what to do. You will be passed around to 10 different people. when you do get someone you wont be able to hear them clearly, or understand them. AVOID VIRGIN MONEY

Closed account and they could not give me a statement for my last months of transactions. Told me I had to go into BOQ branch to get the statements. BOQ said they could not give me Virgin Money statements. The only option I had was to ring the call center again and they could not do anything either. Virgin Money has been the worst bank I have had to deal with. I will never use them again.

I had used Virgin Money for home insurance for more than 10 years. When I informed them that I would start a small renovation, which their rules requires that I do, they cancelled the policy on the spot without even a discussion. Not even a price increase which I would have been happy to pay, they simply cancelled it, leaving us without any insurance. Simply appalling

Call centre Indian sounded like he'd just woken up or chemically impaired. Very slow talker with a negative demeanour. Have also been hung up on by them in the past only to receive a call from a different number attempting to pick up where we left off- just reeks of security concerns. Long time customer. Losing faith in the service.

Like others i have had poor experiences with virgin money. Overseas call centre and staff who couldnt add two potatoes together.
Def dont apply for any product here. Terrible customer experience

I've only been using my account as a saving account and it had become time to transfer some of the saving over to another bank because I had asked for another bank card to be sent out and magically nothing had arrived,so I go to transfer the money needed via the bank app and I'm locked out.What is normally an easy thing to get fixed turns out to be a nightmare,three days into an uncountable amount of phone calls to which I'm convinced now that some of them just hung up,I'm unable to have my account unblocked,it was due to an ap I had downloaded which I have now deleted,but they wantit fully reset and I'm not will to do so,I have over $2000 worth of online gift card that the makers only allow to have on one device at a time and o explained this to them but they still want it reset,so I've offered other devices that aren't link to that particular phone and they then go on to tell me that I would need to email receipts for both devices to before I could use them,this bank is a dead set joke,it's been nothing but problems since the start,the people they have employed in head office as nd the ones they employ to answer our calls are useless,I now know this as I was to it would be ok,just head into the branch and it will be fixed up there.......this coming from the bank itself......thing is there are no branches to attend,it's all done online and via phone.I now sit here broke,homeless in two days cause I need to pay my rent but am unable to access the many thousands of dollars I have that they are withholding from me,I've told the many days In advance that I was running out of money but they don't care,this bank is a joke and should be shut down,Pathetic.Dont waste your time!

I found the saving rates the best and service keeps getting better.

Purchased a product from an overseas seller and while I understand there are international transaction fees I wasn't expecting $130 for a computer to change one currency to another! It's not like they are paying someone a wage to do it. It's a computer to another computer. My nab debit card is international fee free so it really makes you wonder how a company like virgin can rip people off and yet nab bank can absorb the fee. Both cards are no annual fee so I don't understand. But I will be closing the account and I will NEVER recommend them to anyone. Stay away from them.

I'm quite disgusted by this bank having hiked rates up shortly after every rate increase, but upon the first reduction openly refusing to drop its rate like most other institutions.
Go elsewhere! If this disgraceful bunch aren't looking out for its customers when the first sought after cut is announced, when will they ever?
Time to move bank asap.

A greedy small bank that refuses to pass on interest rate cuts ,Don't waste your time with this poor excuse for a bank.