“On 6th April, throughout the afternoon UK time, I have been trying to make a payment. Rejected for no reason. This is the fourth time I've had trouble paying this company (using that company's app on my phone) in the past few months. The first two times I had to ring up, remove a block, and try again. The third time (15th March) I asked them to add the company to the safe list, which they agreed. Payment still failed and went through the whole process again on the 16th, finally getting the payment through.
Today, have tried seven times and been on the phone with the fraud department for an hour, passed from pillar to post. No one has any idea why the payment won't go through.
IT IS TO AN EXTREMELY REPUTABLE FINANCIAL INSTITUTION, AN ESTABLISHED UK BRAND. There is no reason to have this much difficulty.”
“Terrible bank, app frequently blocks payments, then freezes account. Will spend hours on phone thereafter. Then get sent to a store (go figure if there’s even one in your county, as they are not mainstream). You can get completely bogged down and locked out of your money for weeks. Find a better bank.”
“Dreadful company, told to contact company as App not working, took four hours to get through, then told I didn't need to call as meant my password had not been entered correctly (the "contact company" note did not say this). I had originally applied for an account as I was fed up with my old bank and they were offering a case of free wine.....three months on i have yet to receive wine.
My advice think carefully about switching to Virgin Money and if the wine is the incentive don't bother as you wont receive any and to chase up could take several hours.
I suggest you stick with your existing bank unless of course you are with Virgin Money in which case move to another bank!!”
“One star is not low enough. They have proved incapable of closing my husband's zero balance credit card account although they know he is dead having been told several times. They are compounding this by STILL sending emails addressed to him. Thick. Uncaring. Certainly untrained. It's against the new data protection laws, not that it seems to bother them. But it will.”
“Virgin Money have failed to pay out cashing in a Stocks and Shares ISA
23/4/18: Instructed VM to sell ISA
24/4/18: VM decided they need proof of identity (but omit to tell us)
two weeks later phone call to VM asking when cheque will arrive.
VM admit mistake, send £50 compensation but will not release money.
VM reject one of two proof of address docs
VM then reject a copy of a bank statement certified by the bank.
In the meantime VM are happily writing to us at the new address and paying dividends into our bank account whilst claiming they can not identify us.”
