Virgin Money UK Recenzje 

UPDATE
Called again this morning at 0800 to get payment released. Proceeded through all the relevant security questions then left on hold for 25 minsonly to Bel told they couldn't release the payment and someone would call back. A call I have been waiting to arrive for 3 days from my previous calls.
Totally inept, clearly understaffed and untrained and witholding money that is mine and won't even give a reason. My wife's having the same issue,won't deal with her on the same call and tells her to call back! even though it's the exact same team.
Will now make a subject access request for myself and my wife ,contact the FCA and FOS and pass to my solicitor to look into legal action. I'm sure the press and my local MP will also be interested
Absolutely abysmal company that shouldn't hold a Banking Licence

Virgin Money from top to bottom must be the worst company in the UK. Incompetent, Disdain for customers, Poorly trained , Innefective couldn't care less attitude I could go on......How does this innecfectual company hold a Banking Licence?
Tried for three days to resolve my issues but just get fobbed off with lies about calling me back which never happens. One can only hope when this sad excuse for a company dissapears within Nationwide none of the Virgin staff follow.
As they don't even follow their own complaints process I am now contacting the Ombudsman

Please sort your app help out and phone options. It takes forever to get through on the phone only to be cut off twice. Tried the live chat who can’t help because the cards not registered. But I can’t register it that’s the issue!

no branch in my area so paying a large cheque has to happen physicall - had to go through security questions. to get paying in slips, then told post office has paying in envelopes and they do not so why did virgin send me a paying in book without the envelopes . what can i do with a paying in book without any envelopes? please answer virgin bank

**Extremely disappointing experience – avoid if you expect reliable banking support**
I have never experienced such a consistently difficult and frustrating banking process.
From the beginning, every single procedure with Virgin Money seemed to become a problem. It took approximately **four months just to get the online banking working**, and even something as simple as receiving a bank card became a long and stressful process. After waiting around three months for the card, every time I contacted customer service to request a replacement, I was asked to confirm details from a card that I had never even received. This perfectly summarised the level of disconnect between their systems and their customer service process.
Verification issues happened repeatedly. On one occasion, I was repeatedly told that my address did not match the information on their system. After several frustrating conversations, another member of staff finally identified the problem: Virgin Money’s system contained only the house number rather than the complete address. The issue was not with my information or my verification — it was an internal data entry error. Yet I was repeatedly made to feel that the problem was mine.
Unfortunately, this pattern continued.
Now, after deciding to close the account due to the ongoing difficulties, even closing a business account with a **zero balance** has become unnecessarily complicated.
Both authorised account holders contacted Virgin Money together to request closure. We were then instructed to complete and send the required closure documentation, which we did. Despite this, Virgin Money has created another issue, claiming that my signature does not match the specimen signature held on file.
A handwritten signature is naturally not identical every time it is written. This is not a fraud investigation, there are no disputed funds, no outstanding balance and no ownership issue. The request was made by the authorised account holder, with the correct documentation provided.
The experience has been a repeated cycle of:
- poor internal communication;
- incorrect information held on systems;
- customers having to identify and explain Virgin Money’s own errors;
- unnecessary delays;
- and procedures that appear designed to create obstacles rather than resolve issues.
A bank should make customers feel confident that their money and information are handled professionally. Instead, my experience has been the opposite: every simple request has turned into a long and exhausting process.
I am sharing this review because I would not want another business owner to go through the same level of frustration and wasted time.
After this experience, I would not recommend Virgin Money for business banking.

For 11 years we had a small company account with Virgin Money. Online operation of the account was satisfactory and we never had occasion to contact customer service until a month ago when we decided to close the account and dissolve the company. Only then did we realize how appalling the service was. Emails went unanswered, there was no consistency and the transaction which should have been instant took over a week to complete. To add insult to injury an extra month's service charge was added because the delay took the account into the following month.

Called into Virgin Money Queen Street Branch Glasgow... Rachel introduced herself and helped me along... Rachel I must say is a great advert for Virgin Money in my opinion... It's very easy to complain and should be just as easy too praise which I'm doing... Rachel is a Star ⭐ and also gets a 10 out of 10 from me because she deserved it.
So a big Thank you too Rachel for doing what you do well. 👏👏👏👍
Virgin Money should be proud of you.
John.

Had an amazing customer experience with Prince and Iesha. They very helpful and helped me step by step in resolving my situation.

Great experience with a NEW 0% transfer card. I already had an account with Virgin and they were extremely helpful in managing my credit limits with them and increasing the new card 0% transfer credit limit. One of the few banks that shows some flexibility. Highly Recommended.

I don't like the app and the customer service. it could be much better

App locked out, failed automated ID check 3x, total silence on formal complaint.

Virgin Money’s digital verification system appears severely broken, and their customer service fails to provide a resolution.

Since the end of July, my mobile app and portal access were completely blocked. I was forced to use their automated third-party ID verification system requiring passport scans and selfie checks.

Despite uploading valid, official identification, their automated system failed THREE consecutive times with zero manual fallback or secondary verification path provided.

Because I was traveling overseas, their reliance on unannounced cold calls was unviable across time zones, cutting me off from viewing my balance or managing my account.

I submitted a formal complaint online asking for written contact, manual document review, and access restoration.

I was promised a response within 5 working days, but they have gone completely silent while keeping my account locked out.

Under FCA Consumer Duty rules, blocking digital account access without providing a working alternative identity verification route is an unacceptable service failure. Avoid if you expect functional digital banking or reliable customer service.

Under FCA Consumer Duty rules, financial institutions are legally required to remove unreasonable access barriers and provide accessible channels for customers to service their debt. Blocking digital access without a functional override is a direct failure of this duty.

I have logged this formal complaint and will be escalating the entire case to the Financial Ombudsman Service (FOS) for formal investigation as soon as the regulatory 8-week window completes (or upon receipt of a Final Response Letter).

Avoid Virgin Money if you expect functional digital banking or a bank that respects regulatory standards.

27/01/26 Update : the 24th of August, after this review I received a call from their customer relationship team. They just take note of what I wrote, nothing happened.

Today the 27th I got another call but I wasn't able to pick it up, so I called them back, however, the number was generic and I have had to go through all their automated responses/options (5minutes).

After that, a member of the customer team picked up the call, she was completely unaware of my issue, so I have to explain her, and she passed my call to another department. I remained on queue for 17 minutes roughly, then an operator replied, It asked me again all security details.

After that he unlocked the app ( after one month!). I asked him why it took soo long and he said Virgin tried to contact me with random calls.

Please note that they make random calls. This has to change. It is only fair and reasonable that banks like Virgin Money UK book an appointment with customers when dealing with urgent matters as this one.

Easy application with plenty of information provided throughout the application

Absolutely the worst customer service, no one in this company knows what they are doing wait time is terrible staff so badly trained different answers from each advisor.as a reply to this comment a formal complaint has already been raised.

No help at all for customers with learning disabilities you seem to be going around in circles with the shoddie help you get from this banking company for any help with banking app

Can't even make payments without having to monitor them!

I mean seriously - I execute a BACS payment to a key supplier and it DOES NOT EVEN SHOW UP on the statement immediately. I email the supplier to say it's paid and they respond several hours later that they haven't received the payment. The next day, it's still not showing as paid on my online statement.

The MAIN purpose of a bank account is to receive money and pay money and Virgin Business account fails at one of them some of the time. It's crazy. I have never had this problem with 5 other consumer and business accounts.

It is so much extra time and stress wasted having to monitor a simple payment. What if it doesn't go through? Do I make it again? Or will that be a double payment if the first payment is just delayed by a day or two? Why does instant banking not work in this day and age?

Two stars as they are cheap but that's the only upside.

So I had a replacement card ordered due to possible fraud. Great, got my new card. Waited on my pin.. waited ..waited, nothing. Called to be told it was sent on the 13th August.. today is 21st.. so they reordered, can take upto 5 days lol.. secure app but can't do anything pin wise yet they trust Royal Mail to deliver it. Complaint raised. Not the 1st time. Time to reconsider. I didn't want virgin money in the 1st place or nationwide. Im an original clydesdale bank.. wish it still was. So incompetent

Really good and clear process. No obstacles and needless fields to fill in.

I have direct debit set up had funds available and for some unknown reason payment wasn't taken. I only heard when I logged in with threatening messages regarding my great score and blocking my card! Absolute nightmare to speak to human eventually and I was told problem there end don't worry and I will receive call back with 3 days, that was 24th July! I have logged 3 complaints since and still banging my head against the wall never again will I use my card I owe £252 and was on ifc for 22 months this has since been withdrawn by virgin even after they admitted fault there end It was impossible to make payment through app due to errors!! I have now been given black mark on my impeccable credit history . 8 weeks to resolve a complaint absolute disgrace!

Opened a business account with Virgin after speaking to them on the phone to clarify that you can send invoices from the business bank account, I was advised that yes I could, fast forward to today to be told no you can not send invoices from the business account, I then decided I no longer wanted the account, 3 times I have had to ask for the account closing and been assured each time that it has been requested, why can the agents in the phone not close the account, it has a zero balance and no overdraft as tje account was only opened yesterday. Today I receive a phone call welcoming me to Virgin Business bank account, I said I had closed the account due to miscommunication to be told that the account has not been closed as promised, I also informed them to stop the switch let's wait and see I do not hold much hope about any of this.

Anyone thinking of using this company DON'T

Communication by Virgin in opening a business saver account was almost non-existant. I had to make repeated calls (sometimes hanging on for 30 minutes until the call was picked up) only to be told that 'it was being processed'. I was originally told that it would take about 3 business days to have the account opened.
After waiting THREE WEEKS (during which time I had already deposited more than £100,000 in the account) they sent an email asking for more information. Until that moment in time I was denied access to the deposited money.
After insisting that the money should be returned - as I had lost all faith in the service - it was finally transferred a few days later to an already existing account with another bank.
After lodging a formal complaint I was awarded the paltry sum of £75 for the hassle and stress of this saga.
YOU HAVE BEEN WARNED!!

Have been trying to change the name on my credit card for years, have sent change of name deed, divorce decree and they are still requesting further information. They are happy to take my direct debit, update my account etc in my name but refuse to change the name on the card, so I have to continue to use a card which is not in my name - nonsense and such a waste of time