Virgin Money UK Recenzje 

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.

Overall positive
I have had good service from Clydesdale and then virgin money for many years. I have closed my accounts with them for various reasons, but not due to any issues with them. When closing my account they were quite helpful and provided me with printout of the statements I needed.

Dreadful service. I cannot contact VM by telephone. Every line hangs up on me after a few minutes or even immediately. 9 times so far. Chatbot no use. Complaints phone line hangs up on me. I only have a simple question about my ISA which is not answered anywhere on the website. Do I have to write a letter?

Terrible phone service - Sends you round in cirlces
App you can never access with errors saying its on their end but then you can never speak to anyone to resolve the issues accessing the app.

Josh on the Virgin Money helpdesk went above and beyond to help me today. He sorted out my interest rate, changed when my statement is issued so it aligns with my payday and refunded me an overcharge. So happy with how much he helped and the service I was given 🙌🏼

I've only been with Virgin Money Business for a few weeks, but I have found the application process, online banking, and card delivery quick and seamless. The app, website, and process are very modern, like those of online-first banks, but they still have brick-and-mortar branches that I can visit. Something the others are very obviously lacking.

I chose Virgin Money for my business account because of Nationwide's recent purchase. I wanted to join an ethical bank/building society, and Nationwide did not previously offer Business Accounts, so I look forward to being among their first business members when the rebrand goes ahead!

If their track record continues, I look forward to future small-business support, ethical investments, and member-first priorities, rather than bankers' bonuses and endless profit-growth mindsets.

All round excellent customer service and well thought through processes

I applied for a Virgin Money credit card because of the attractive promotional offers advertised on their website. Little did I know that it would turn into one of the most frustrating financial products I have ever used. A credit card is supposed to make life easier, but this one has done exactly the opposite.
My biggest lesson: do not rely on Virgin Money's promotional offers, such as balance transfers or money transfers, unless you have plenty of time to deal with unexpected issues.
The card seems to get blocked repeatedly, and every time it happens, you have to call customer services to get it unblocked. The worst part is that there is no notification, email, text message, or warning that your card has been blocked. You only find out when you open the app or, even worse, when your card is declined at a checkout, leaving you embarrassed.
Despite my previous experiences, I decided to give Virgin Money another chance. I transferred my monthly subscriptions and direct debits to this card, thinking it would be convenient. Then I made the biggest mistake of all—I went on a family trip carrying only this credit card, believing I could rely on it. Before leaving home, I even completed one of their promotional transactions so I could enjoy my holiday without worrying about finances.
Unfortunately, Virgin Money did exactly what I feared. While having breakfast with my family, my card was declined when it came time to pay the bill. Once again, there had been no notification or email to tell me that my card had been blocked. I only discovered the issue after opening the app.
Calling customer service was another disappointing experience. In particular, the balance transfer and money transfer team seemed to have the power to place accounts under review without any explanation or consideration for the customer. Even after explaining that I was travelling, had family commitments, and that all my reservations and monthly subscriptions depended on this card, there was no urgency or practical help.
What should have been a memorable family trip, including my child's birthday celebration, became a stressful experience filled with worry and embarrassment. On top of that, subscription payments failed, purchases were declined, and I had to deal with the consequences of relying entirely on this card.
Eventually the customer service would end up saying "We're sorry for the inconvenience caused.", instead of fixing things. But they will no do anything to undo the stress, inconvenience, and disruption faced.
A credit card should provide reliability and peace of mind, especially when travelling. In my experience, Virgin Money has done the opposite. If you value reliability and don't want to risk unexpected card blocks with no warning, I would strongly recommend looking elsewhere.

We spoke with Ashlea from Glasgow today - we had problems logging into our app
She was as so friendly a delight to deal with and importantly solved the problem
A credit to the company
Annette and Charles

Absolutely shocking service from Virgin Money. I first experienced a problem in not being able to access online banking on 23/07/2026. I contacted them regarding this the next day and it would transpire that this was caused by a technical error at their end following a huge update. Despite making numerous telephone calls, speaking to at least 5 different advisers, emailing twice & tweeting about the problem, and on each occasion been promised that their technical team were looking into it, it would appear that they have actually done nothing in the intervening period. Today I was asked for all the same information again and was told it would be raised with the technical team! Groundhog Day indeed!!!!!
They are a disgrace, if I could give a minus score I would.

Been a long time customer, frequently have my card blocked and app locked. Call up to get it fixed then they ask questions that you need to check the app for.. so didn't 'pass' security (How can you check the app if your app is locked locked.). Flawed system.
Ask to speak to the manager, the person was then rude and hung up on me.
Will be moving away from Virgin. Avoid.

Disappointed with Virgin Money. Opened a new ISA savings account in June however V.M. did not do an internal transfer to the new account finally last week i found out that because they had not updated one of their systems with my new address the money was earning nothing!
I had notified them of new address then finally received a letter asking me to send a declaration to their head office (post) stating same then end of last week asked to contact them so did so, found out that the 1 system had new address and old had old address! I had to wait till today for an email stating all was updated so finally i hope they have completed the switch, we'll see!

Here's an idea V.M. how about employing more staff to make sure that the work is completed correctly? Wasted a lot of time and lost the full interest because of you! Any more delay and will look to opposition outside the group who do offer better rates!

After 2 x 1 star reviews on 16th and 21st July, and continuing to push for remedial action, a lady in the Executive Complaints Team took proactive actions to understand the issues, to resolve them, and agreed to put measures in place to avoid a recurrence.
We will revisit in 2 months' time to ensure no similar issues occur in the bereavement process, customer service training around incorrect information being provided and some members of the Executive not acting despite clear evidence of major failures within Virgin Money. Details of the issues are in the 2 earlier reviews

Absolutely disgraceful customer service.

Virgin Money blocked access to my credit card app, leaving me completely unable to access my account. The only option was to call their customer service number—but that’s a joke.

I started calling at 8:00 a.m. and have now called 11 times. Every single call ended the same way: after sitting on hold for around 10 minutes, the call was disconnected. Not once did anyone answer. I’ve wasted well over an hour of my time trying to fix a problem that Virgin Money created.

How do you expect customers to manage their accounts or make payments when you block access and then make it impossible to speak to anyone? This is beyond poor service—it’s a complete failure of customer support.

If any fees or charges are added to my account because I can’t access it or get through to your team, I will be disputing every single one. Customers should not be penalised because Virgin Money can’t provide even the most basic level of support.

One of the worst customer service experiences I’ve ever had. Avoid if you expect a company to actually answer the phone when you need help.

your staff were very good and helpful the staff at my old bank were very poor

Overly complicated process. No consistency or transparency. Each time I call up I get told different information by their call centre staff. I've been trying to set up power of attorney access for 6 weeks. Other banks turned it around in about 5 days. Virgin Money appear to be making it up as they go along.

Despite being offered a quote on money super market, I wasted a further half an hour putting all of the exact same information into Virgin Money's website only to be told they can't offer me life insurance, and didn't offer any reason for it. Absolute waste of time.

Spoke to a guy called Rohit. Absolutely fantastic customer service

There was plenty of clear information, easy instruction, contactable customer services if needed and it all went through quickly

Never take a credit card from this company - I've used their card for years, as it was advertised as being able to spend in local currency. Since taken over by Nationwide - dear me - transactions queried even when authorised the week before in the app, and for staying at the same (v good) hotel I had the year before in the same place. Don't try and take money out locally - the mistake I made - or you'll find your card blocked. Rang from abroad - passed security and because agent did not think I had the right to question why my previous history at this same hotel was being ignored- ended the call. Result - card still blocked for no good reason. When I got home agent expected me to say whether I had made a specfic transaction, the amount in local currency was not given - only in sterling - at a place I couldn't hear because his voice was not at all clear - he refused to send the information to me (text or email) so I could actually see what it referred to - and then ended the call because I wasn't prepared to give an answer to a question I couldn't hear. That is called security apparently. I'd call it something else. The organisation is hostile to customers, doesn't think you have the right to stay in a hotel, go to a restaurant or take cash from an ATM when on holiday. I guess that means they want you to sleep in the street, scavenge for food and beg - not really the ideal holiday. I'm retired, very well travelled and have a decent income and I'm treated like this. Dangerously incompetent and rude staff. Avoid at all costs - if you take this card on holiday - you'll likely find it's worthless - perhaps best used as toilet paper. See the duff response below - obviously unaware that they even blocked the app, while having asked me security questins you'd need the app open in order to answer! What a shower!