Virgin Money Australia Avis 

Do not use Virgin Money for the car insurance! 120% will regrate
I was on held for 57 minutes, no one answer the call when log a small claim!
below are the details:
Claim Number: 118021965 1

Try closing a credit card account. Pay the outstanding, get email 4 days later confirming closing of account. Get told this may take up to 30 days. Then get an email 20days later saying it couldn't stop a transaction, account can't be closed. I can't see the transaction, it's 60 cents! There should be no further transactions taken, the account has been actioned & closed!

Insured a BMW iX 50 (2021) with them last October. Purchased a new iX (2023) Monday. Called them on preceding Thursday to advise of the transfer of insurance for the Monday. All agreed but they asked me to get back to them on Monday. Monday they advised that it had been referred to underwriter and car too expensive to insure. Crazy given they had insured the previous one for the same money. Trying to speak with someone in charge was hopeless. They had to email underwriting back and forth. After a couple of hours wasting my time, went online and insured with RACV which had a much better policy but slightly more expensive than Virgin. No fuss with RACV and excellent to deal with.

I just noticed these bad reviews and had make a
positive statement about my experience. I have had a Virgin Money credit account for almost 10 years. I use this card for all my work travel expenses. I have always had great immediate telephone service if there has been a problem with a late payment etc. I would highly recommend this Virgin Money Visa credit card.

Ha what a joke Virgin - you guys are not here to help.
After realising I was scammed by an international company I immediately contacted Virgin Money while the charge was still 'PENDING'. I was told they would put a credit on my account for the fraudulent amount and investigate. Six months down the track I have finally been told that my claim is denied and I have paid more than $700+ in interest on this amount and now apparently have to pay the full amount.
What is the point of having a 'pending' status if the transaction cannot be canceled? I have paid the balance of every statement since July minus the fraudulent amount and now this has left me thousands of dollars in unfair debt. A similar situation happened a few years ago with another credit card company and the charge was immediately canceled with no interest or hassle at all.
I will be closing my virgin money credit card and will not recommend to anyone.

Applied for credit card during which all ID and income information was provided and marriage certificate to show change of name. After a few days i then get an email asking for the same information again, so i provide it again and get no response. Eventually i called to find out the status and am asked to provide more information again for the 3rd time. Finally a few days later I get an email to call to discuss my application. I call numerous times and each time they either can’t hear me and hang up or pretend to not hear me and hang up. such a s’house service.

Applied for a virgin credit card. Got a reply saying, illion, who are another ignorant, arrogant and grossly incompetent organisation, could not verify our identity. They also said they had tried to contact us on the numbers provided, which is a blatent lie! We sent them a reply with further info but never heard a thing. So we checked our application progress to find they had cancelled it. We emailed both Virgin and illion demanding they provide us with details of what they sent illion and what illion sent them. We have still not received a reply. We have consulted our Solicitors and have writen to both making formal complaints and demanding an explanation. Now have credit cards from our bank without a problem! Will be cancelling our Virgin Velocity as soon as we have used the points and Virgin can go get f...ed! Will never fly Virgin again!

I have never encountered such incompetence and lack of customer service from any financial institution before. It took over a month to close the account and even then they could not offer a balance transfer "because of the account". High interest rates, zero perks... if this institution was a person someone would have killed it already.

Terrible customer service and card.
The first time I used the card, the charges didn't appear correctly on the app (which also doesn't work). I could not reach anyone on customer service to help me out.
The second experience, I applied for a credit card but when I called for help, they kept passing me from virgin money and virgin velocity, with wait times on both and neither customer service being able (or willing to help!) Would not recommend.

Very bad experience. Their call center is advertised to open at 8am Monday to Friday. I called multiple times and last call at 8.46am on Thursday, they still haven'topened yet.

This is the worst bank I have ever been with. No support, no response for weeks via their chat service and after preventing customers from access to their money due to their system glitch - they requested feedback to which I gave them - I was told someone from the appropriate team would contact me to discuss numerous complaints that also included no contact about two insurance quotes - they closed the complaint without further discussion. My pay was deposited in my account yesterday and it has still not cleared - I have had enough and I do not recommend this bank to anyone. Their point system isn’t worth the hassle to keep me as a customer. Appalling treatment to customers.

Went through application, was rejected even though I have excellent history and ability to service a credit card (always balance every month). Rang up for information, was a terrible experience with no suggestions that were useful or information that could help. Came here and read the other reviews I am glad not to be using this service.

Unprofessional customer service, can't fix a simple password error, i requested a closure letter of my credit card account as it's a condition to get my home loan but the letter they sent me had a password that did not work. I called a number of times to either fix the password for me or send me un-passworded letter but all they could say that they need approvals that may take up to a week. This delays the house settlement date which comes at costs (delay fees for the lawyers etc.) This is not acceptable and totally unprofessional. I regret being their customer for the last 10 years and don't recommend them.

Abominable company to deal with and utterly incompetent. We opened a new account and had nothing but problems from the minute we signed up - including an avalanche of marketing material from them, plus spam mail from another bank associated with them. So many problems, that there's not enough space here to list everything. They don't have a physical bank where you can go in to talk to someone either, and after waiting nearly 2 hours to speak to someone on the phone, I lost it completely and just hung up in tears of frustration.

In the end we closed our account and moved to one of the major banks and literally not one issue since. I highly recommend that people avoid this 'bank', as you will have nothing but stress and issues.

Both my husband and I opened virgin money boost saver accounts and had to link with go account to earn bonus interest. We’ve never experienced the types of problems and shockingly poor customer service ever before with other banks. Unable to use debit card declined all the time even when there’s money in account. Unable to transfer money from boost saver account, always pending then just disappears and no money transferred. Phone calls to customer service take forever, tell me it’s a technical glitch and now rectified but not the case. Chat function is a total and utter waste of time.

Account error. Rang and held in time frame last night on chat. Promised reply none in 2 hrs. Rang after 8am next morning told at 8.30am available 8am-8pm 'we are sorry we missed your call'. Tried other number 90605458 asking me to send message told 'mailbox is full'. Have a serious deposit error problem but unable to make contact.

I will never use these ever they literally just stuffed me around for weeks to get my money because i accidently put the lock on my saving and when i really needed it i couldnt get it because of this lock and it took me weeks of phone calls and nagging to get it.

Nothing but issues with this bank, the most recent issue is that i tried to withdraw $200 from my account using a Comm Bank ATM, to my surprise the ATM declined the transaction saying insufficient funds. The Virgin App also notified me that the transaction was declined. So i called and called and called and called and called well you get the drift, Finally i get through and after 2 minutes and 11 seconds the call ended. It wasn't me who ended the call. No worries ill use the APP to chat!!! Oh No its not a real time chat, 6 days later still no reply! So ill email them, as i write this its been 13 days and still no reply. They now tell me i have to wait 21 days for the pending to drop off before they can do anything. Just a waste of time banking with this lot. Just really bad service (if any) and they treat you like your lying all the time. They blame a back log in Complaints for the delays, No sh#t sherlock, i bet there are millions of complaints, im stunned how the bank is still running. ANZ here i come.

Virgin is so antiquated. Their desktop mobile banking is clunky and awful to use. I’ve given two stars as their staff on the phone were always so helpful despite their internal set up failings. As interest rates rose in Australia no one from Virgin contacted us to offer a better rate (although this seems universal with all banks) which was disappointing. They did lower our rate but only when I called them. You’d think they’d want to hold on to customers. We shopped around for a better product and once we refinanced our mortgage with another bank and needed to transfer the balance in our offset account (quite a substantial amount of $) we had to download an app and wait for an internal team to ring us. Took days. Pretty sure it’s illegal for a bank to hold onto your $ when you request it be transferred. Almost contacted the ACCC about this. There are so many other banks that will offer better service.

Everything is bad with this company. Home loans, credit cards. Terrible customer service, i don't know how they function. the app is terrible, clunky absolutely digusting