Virgin Money Australia Avis 

Great savings account with good interest rates and bonuses. But hands down the absolute worst customer service I have ever experienced. I had a random block put on my card 3 days ago and have still not been able to get it removed because no one I have spoken to, after hours of being on hold, have been able to help me. Using the chat is no better, with the chat person responding to my message with "you have to call". But no information on the best number to call, no sign of concern for the rejected payments messages I'm getting from other providers or the fact I can't go buy food because my card has been blocked with no warning or explanation. And they have no call back feature, so I have to sit on hold for hours whilst trying to work. After I regain access, if there is no attempt to provide some compensation, I'll be withdrawing all my money from both virgin accounts and taking it elsewhere.

2 months still no car. Comprehensive insurance. Hemoraging money resulting in business collapse. Severely bad customer service and turn over time. Bad complaints system. Lack of care. Non English speaking.

I rung to reinstate my policy after it was cancelled from ONE missed payment but was told they couldn't. I went through the process to start another policy but was told I had to pay the premiums monthly. I told them I couldn't afford it so they cancelled this policy too. The following day they debited my bank account for the missed payment on a cancelled policy. Don't go with this thieving company. Don't want to give you insurance, but will take your money!!!

Tried to contact Virgin Money Australia. After spending 25 minutes waiting in queue, I got put through to right person, only to be dropped out. As there is NO other way to contact another 30 minutes later the call taker waited on the line till I got through... only to be told I didnt pass all the security questions (I passed the two previous) I was then refused any more help. The irony of this call was to complain about security details were not accepted by the ap.GROAN

Customer services is woeful. Basically, reading form cue cards without any ability to think about what you are asking. Mutiple calls, over several months and it's the same situation.

Website and App do not correctly reflect what's owing on your credit card. You have to dig through statements and add up pending items to know exactly what you owe.

No ability to payid, everything is BPAY unless you open a savings account with them. On a Friday night after 6 with a public holiday on Monday your money will not go on the card until Tuesday. Ridiculous! Thats more of a BPAY issue but this company do not offer anything more practical.

The application process was terrible, should have stopped then.

Spend enough to get your bonus points, use the balance transfer function then close your account.

I called Virgin Money as I had close my account to zero to seek finance approval for a loan. Shruti who I spoke with was polite, knowledgeable and able to speak with her manager to email me a letter to send to my mortgage broker on the final business day of the week before Christmas. It was able to allow us to send off for our final homeloan approval and gave me peace of mind for the Christmas break.

I would leave less stars if I could.

Horrific customer support, better make sure your phone has charge because you are going to be on hold for over an hour each time you call.

Current person can’t help? Limber up for another hour on hold for someone else who can’t help you….

If you had to give an enema to the banking industry then virgin money Australia is where you would put the hose.

Worst Credit Card I have ever had. The app is useless and cant even see the transactions. Takes a month to get statement and 4 times now i have had fruad charges on my Virgin Credit Card - becasue you cant see the transactions for. month later - its too late to do anything about them.

Opened a top tier virgin money credit card account (mainly for the frequent flyer points tbh) but damn navigating their system is worse than the current politics of the world. Everytime I needed something done, ie pay bills, activate the account, activate the app.. I needed to ring their 13 number, wait ages, be put on hold, transferred back and forth cos his/her department doesnt do this/that only to be transferred back to them cos the department Ive been transferred to said that it was their job etc etc. Also you would need to repeat yourself again and again to clarify what you want/say as the contact centres (from a very specific place overseas) seem to have a hard time understanding everything that I say. Maybe its my mixed American-Australian accent to be fair. But yes, after every phone call, I am left reminded to cancel my account which I will do once the bonus points go into my frequent flyer account.

I’ve been trying to replace a stolen credit card for 4 days now , with several calls to them.
I’m met with complete incompetence and complications, entering my phone pin when they ask has not worked once , they try other forms of identification but it just doesn’t happen .. , even the complaints phone number doesn’t work ( no surprise there )
I still don’t have a replacement and to furious to try again , I think I’ll just close the account , that’s probably going to be another experience.

They locked my transaction account. 7 days till they can review my ID and let me back into my acct.
No one there on weekends to check my ID which they make you send by email - like that's safe! Absolutely useless.
Can't get cash out at the shops either, only at atms.(when acct isn't locked)
I wish I'd never opened an acct here. Stay away!

i have waited over an hour for getting help with my offset account. All i get was we have been working very hard to answer your call. Thank you for holding. Terrible service. The app only work if you have a credit card with them. Lady on the phone couldn't help me and put me back to the phone menu. I have tried over 3 times waiting at least 45min. I need an email to senf them but its not even on the Virgin letter. Negative star

I recently began banking with Virgin Money and deposited $20,000 into a savings account while also opening a transaction account, all within the past month. However, when I attempted to transfer funds to a third-party account, I encountered an issue with the app that prompted me to call Virgin Money. After enduring a 32-minute wait on the phone, I spoke with a representative from an overseas call center who was rather impolite. She informed me that she couldn't assist me at that moment and requested that I call back in 30 minutes. Frustrated, I made another attempt several hours later, but I encountered the same problem and had to endure a 28-minute wait before someone answered my call.

Throughout my experience, I've consistently faced difficulties when trying to make payments to individuals or pay bills, as the app repeatedly instructed me to call Virgin Money. Today, my account was unexpectedly blocked, and I was instructed to call Virgin Money again. This time, I endured a lengthy 59-minute wait before finally speaking to an operator named Sarah. To my dismay, she couldn't provide a clear explanation for why my account had been blocked and mentioned that the request had come from head office. I lodged a complaint with her, and in response, she sent me a list of requirements that would take three days to process. This situation has left me in a predicament as my funds are now inaccessible, preventing me from making transfers or payments to anyone.

For your own peace of mind, I strongly advise against using Virgin Money. While I have an affinity for the Virgin brand, my experience with their banking services has been nothing short of frustrating. As a result, I am currently in the process of closing my account and transitioning to a different bank.

Car got stolen, police were legends and got it back in two days and released it to the insurance company within a week. Four and a half months later the insurance company still have not released my car. They never return calls when they say, it’s impossible to get through to them in under an hour. They are a bunch of criminals and I’ve had to resort to reporting them to the police. I would have been better off without insurance.

In a matter of 9 months this is the second time things haven't added up with calculations and repayments. By the way I have my account set on direct debit from the offset. I have at all times had more than 6 months extra sitting in the offset so would assume everything is working fine. Both issues only come to light after I engaged with them and not the other way around, if anything this is probably my biggest concern.

First issue was around capitalization fee (monthly interest) not showing on statements, this took hours of phone calls and speaking with multiple people for them to clear up that it is going through, yet I questioned it because it's not visible in my account. The problem was resolved when they advised that it does not show up but again, I'm not kidding when I say hours and multiple people, multiple calls.

Second issue when I rang up to find out my interest rates, they advised me I was behind in payments, this was dating way back until February (Currently August). The item above happened in May so we had much contact between now and then. No contact was made to advise me I am behind in payments. Again, remember I am on direct debit and would expect everything to be fine. Looking through my statements at no time do I see the available amount of the account in the minus (including today). They go on to try and explain background calculations and many other technical things but could not explain to me in simple terms why I owe them money dating back from February and why I am only hearing about this now.

I will be leaving this company and am looking forward to it. They need to get their house in order if they want to play the money game.

This Bank fast reaching and fast payment is good bank and great Bank

Applied for credit card and was told my living expenses exceed my income. I am puzzled on how they come into that conclusion. No other clear explanations were given.

I have quite large saving and held a credit card with their related company which was always settled until I closed the account recently.

Won't beat quotes, they won't cancel policies over the phone on weekend, and when trying to cancel online and you click "found cheaper policy" they stop you from cancelling and say we'll be in contact and have to ring again on a weekday. If cancelling just click "sold car" then cancel.

We live in a non flood zone and they won't insure because of floods. They are a joke.

My ID got compromised and an account was set up with out my knowledge so they transferred the money back into my Westpac Choice Basic Account straight away, which was extremely nice of them to do that for me.