Virgin Money UK Recenzje 

Love the Virgin Brand Staff excellent services excellent actually listen. booked aqn appointment for face to face within same day for additional services i needed and not just that the services i received are the best value i have ever had.

Still no resolution from Virgin Money. I was initially advised that I would have access to my account within 48 hours after it was suspended, with no explanation given as to why. Those 48 hours have now passed and, after having to chase customer services again, I have been told I now need to wait a further 5 days.

I have received no explanation as to why my account has been suspended, no reassurance about whether my account may have been accessed fraudulently, and very little help from customer services.

I also emailed requesting further information, but have received no response.

This situation is causing significant anxiety and stress. I completely understand that security checks may be necessary when suspected fraudulent activity is identified, but the lack of communication and support throughout this process has been extremely distressing.

I should not have to repeatedly chase Virgin Money for information about my own account, particularly when there are concerns about potential fraudulent activity. This experience has seriously damaged my confidence and trust in Virgin Money.

Really easy to navigate and Michelle, the lady who dealt with my application was fantastic

The whole process is very easy, clear instructions given on online application, quick response and notified every step of the way. Very satisfied.

Absolutely disgraceful customer service! It has been over a week now and i am still no further forward. They cleared the full amount from my credit card so i was left with no money to pay my mortgage/bills etc Eventually had that rectified and then received a text message to say that i had to make a payment on my credit card by 6pm on Fri so i went on the app and it said that there was a security problem with my account so i couldn't do anything on the app. I then rang customer services who needed my card for the long number but i was on holiday and did not have card with me and obviously couldn't access the app. They were rude and wouldn't help and said that i should have made a payment on the Fri by 6pm. I have rang them twice already this morning and on hold then asked for a ring back as i am at work. They ring back i cannot understand anything he is saying I then go through the whole story then the guy hung up but has not rang me back. It seemed to me he didn't want to deal with the call. I am very frustrated and I am sure they will then try to charge me a late payment fee. Virgin you are a total joke!

Only using services for my Credit Card and have been super impressed with it over the last
few years. The app is the most modern and most intuitive out of all banking apps. The constant availability of money transfers and balance transfers is very attractive too. Overall, very satisfied with Virgin Money for Credit Cards.

Please take care with Virgin Money latest 0% for 24 months on spending. It is very misleading. It only covers spending for the first 60 days, after which you will pay the full interest rate on all purchases made after 60 days. Only the purchases before 60 days will be interest free for 24 months.

I am updating this comment after reading the reply below from Virgin which to me seems designed to confuse rather than acknowledge the observation I have made. The fact remains that any spending you do with this card after 60 days from opening the account, will not be treated as a zero percent interest. Only the purchases made within the 60 day window will benefit from the zero percent for 24 months. This feature is not made clear when applying for the card, it only becomes clear when you receive the welcome email.

A small environment charity run by volunteers only that has to have a business account.
We have changed treasurer and want to move to online banking. We tried in branch- they aren't allowed to do make those changes we have to phone the business section- have done this repeatedly, have to upload new details online- have done this.
This has been going on for months and
NONE OF THIS HAS BEEN ACTIVATED. We make repeated phone calls, and are told it will be sorted, but nothing changes. This bank is literally a complete waste of time. Sadly that's hours and hours of our time!!!!!!

Virgin bank replied as below- I have e-mailed back with the info requested a week ago and have heard nothing from them-not even an acknowledgement My original point confirmed?.... another incompetent department? or overwhelmed with poor reviews maybe?
26.08.2026
On monday I contacted the business dept but he didn't have access to all relevent databases required (mandate) and advised to wait for your dept to contact me.
see your entry yesterday
I have seen and replied to the e-mail to me. Hopefully this will help- or as per my previous e-mail...Ring me up!

Be honest, respect the customer

I've been trying to change my surname on my account after getting married.

All banking hubs in London closed so I cannot visit in person

I have spoken to 5 live agents, 3 teams on the phone, and received 12 emails with document upload links - none of which worked because I didn't have a 'change of name form'. After finally receiving a digital copy via email, it was rejected as a 'wet signature is required'. This was not mentioned, and I didn't receive a rejection notification - only when I checked manually did I find out.

I wouldn't mind sending forms in the post (ideally that I could download from your site and send myself), but it does ask the question, why have a digital service at all if it would be rejected anyway?

It still isn't done as I haven't received any documents in the post, requested 10 days ago - this is not modern banking.

Absolutely appalling experience with Virgin Money, and one that has completely destroyed my trust in them.

I made a purchase of approximately £1,652 after checking Virgin Money’s own in-app information about its instalment plans.

The wording shown to me was clear:

“Plans vary from 3 to 36 months for eligible transactions of £250 or more made within the last 30 days.”

So I made the purchase believing I had up to 30 days to place it onto an instalment plan.

I then made my normal required payment on the card.

Virgin Money subsequently told me that because I had made a payment, the transaction was no longer eligible for an instalment plan.

Where does the app warn customers about this?

Apparently nowhere that anyone I spoke to could actually show me.

I repeatedly asked the representative to point me to the wording that says making a payment removes your eligibility. He could not. I checked my statement too. I could not find it there either.

This creates an absurd situation. If you make a large purchase today and your card payment happens to be due tomorrow, Virgin Money's advertised “30 days” could effectively become ONE DAY.

Yet the customer-facing information still tells you that eligible purchases made within the previous 30 days can be put onto a plan.

That is extraordinarily misleading.

Worse, I specifically relied on the instalment-plan information when deciding to make this purchase. I believed I would be able to move it onto a lower-cost instalment plan. Instead, after making the purchase and then making the payment Virgin required me to make, I was told I could potentially be left paying the card's normal interest rate instead.

I then spent around 48 minutes on the phone, much of it being passed around and left on hold, trying to get somebody to address something that should have been incredibly simple: either honour what your app tells customers, or show me where the additional restriction is disclosed.

They couldn't.

I was eventually told a complaint would be escalated and that I would not be charged interest for the current month, but that interest would begin from September if it was not resolved.

That does not solve the underlying issue.

You cannot prominently tell customers they have up to 30 days to put qualifying purchases onto an instalment plan and then, AFTER they have spent the money, introduce a hugely important eligibility condition that is not made clear alongside that offer.

If making an ordinary card payment cancels eligibility, PUT THAT IN THE INSTALMENT PLAN INFORMATION IN LARGE, CLEAR LANGUAGE.

Had that condition been clearly disclosed, I could have made a different financial decision.

I have screenshots of the wording, and I have recorded the entire telephone conversation.

I have now raised a formal complaint and, if Virgin Money does not resolve this properly, I intend to take it to the Financial Ombudsman Service.

After this experience, I have no confidence whatsoever in Virgin Money and I will not be using this card for further purchases.

Potential customers: take screenshots of every offer Virgin Money shows you before relying on it. Apparently what the app appears to promise and what you are subsequently told by customer service can be two very different things.

Very frustrated, continuous waste if my time. They cancelled my DD, then told me they thought i wanted to 'pay as I go' or set up a standing order for my mortgage??
They asked me to pay for the missing payment they failed to take, which i did immediately and set up DD again. Only to then receive arrears letters?! When I finally got through to them, they assured me it was an error and my account is all up to date. Only to get a pre recorded call a few weeks later that put me straight into a looong wait on the phone, to be told again that they took the wrong payment amount and I need to pay an extra £70. When I tried to get it paid the call cut off!!!
Just a constant drama and lost of errors. No call back, no email, no letter???

Easy and clear credit card application. All arrived very quickly. Good app for the card.

Tedious time wasting incompetent. Restricted my account and have to keep calling back until I get all of the 150 security questions right. Absolutely useless and unhelpful. I can't even be bothered to call because it's such an irritation and a waste of my time.

I have many other credit/debit cards and they all manage to keep my account secure without being a total waste of my time. I received no text message, just my account blocked. Called 3 times, just computer days no at the other end. If it wasn't for the airline voucher I wouldn't bother with this. There is nothing about this card and bank that make anything easy.

The steps requited to open a Business Account were clear, logical and everything worked first time

I booked a holiday through Booking.com which ended up being a fraudulent seller and paid using my Virgin CC. Followed all instructions from both Booking.com and Virgin Money and now 5 months down the line after Virgin have closed my dispute four times in error and have had to reopen it this still isn't resolved. They have now started charging me late payment fees and interest on the the disputed payment even though I was assured they would not do that. This is still not resolved. Their official reasoning is not receiving requested information which I have now sent four four times and have email receipts for. This reflects poorly on Nationwide too considering they are now the parent company and pride themselves on excellent customer service.

Terrible customer service and app functionality.
Received a credit card from Virgin, and have been unable to access the app, every time I call their customer service, after roughly 5 minutes the line cuts off, this has happened 6 times in two days. agent rang me back at 6pm last night and told me it was resolved, however still cant access, and cant speak to agent long enough to resolve. Also advised a balance transfer cant happen because of 'Security' but cant give me any reason why or specifics, and card is in my name, with no additional card holders.

Andrea gray- after probably 50 calls to this company over the last week this member of staff took ownership and dealt with the full issues, credit to the company as thinks outside the box excellent customer service!

Authentication text message wasn't goign through so I told the number. First person was nice but couldn't help so transferered me. Second person couldn't find my account at all and transffered me again. Still cant get into my account, great work team.