Virgin Money UKReviews 

UPDATE: Virgin have done themselves proud. Nobody has contacted me, my wife doesn’t have a card, they have now accidentally, they say, cancelled my card as well. So now we both don’t have a card we can use. This is unacceptable, we’re off to another bank, enough is enough!!!

We are moving to another bank as once again Virgin forgot to post out a new card for my wife, card date expired. She was told to go into a link and order one, why can’t they do it.

Also, after asking many, many times, my first name still has wrong spelling and my wife’s name, even though it’s a joint account, doesn’t have her name on it.

So, enough is enough. We’ve an appointment this Saturday with the new bank to get everything signed over as virgin have just got worse over the last few years.

Rachel was very helpful in sorting my query about a refund going to my old card number

The product advertised was exactly what was provided by VM. The online application process was straightforward, even through the hoops we now have to go through opening business bank accounts.

I had a great experience with Virgin Money. The messages, the app, and the overall process were all really smooth, and they helped me quickly correct a mistake I’d made. A special thank you to Adam, who was courteous, supportive, and genuinely helpful throughout. He answered my questions with ease and made everything feel seamless. Really impressed with the service.

Very simple set up process. Helpful customer support.

Great process, easy to apply and card arrived quickly

Good chat with Adam. He helped me with questions that were not previously answered. Explained everything professionally and appreciate the help he provided. Thank you Adam.

Re-mortgaged with Virgin Money as they did offer a great rate. 18 months down the line, I’m inundated with paperwork that doesn’t provide the info I need to log into the system to show my account balance. Cannot find the email info using basic search functions and now need to call to figure out where I can find it. I’ve got a better chance of touching the sun than getting visibility of my mortgage balance. I’d genuinely pay a higher rate of interest to have greater accessibility to my mortgage info. Incredibly frustrating.

Nothing annoys me more than banks that jump on the Woke Bandwagon without a clue about their statutory obligations under EA10.

I can't even call these clowns anymore because I want to burst a blood vessel when the first thing they say is " do you need any adjustments?".
Don't ask if you're not going to oblige.

Under EA10, you may not take an action that has a worse impact on me than it would on someone without my protected characteristic.
Despite requesting large print correspondence repeatedly since 2024, they keep sending me illegible small print correspondence they know I cant read. It's caused a world of problems as I cant show others my sensitive financial info so therefore I have no idea of the contents.

They keep sending my isa papers in small print so I miss the deadline for switching. When I tried to switch, they screwed that up too,so I'm stuck with this disabilityphobic outfit that has succeeded in weaponising its disability discrimination.

Despite dozens of complaints, several admissions of fault, meaningless assurances it won't happen again and 2 county court judgements, they keep writing in an illegible format.

This is what weaponised disability discrimination looks like, I'm trapped and it's sucking the life out of me.

And no I won't contact you to make the umpteenth complaint, because it's pointless. I'm exhausted.
Thus far, the simple fact you refuse to write in a legible format has cost you over 2.5k in county court judgements....and you're still doing it. Honestly don't know if I have the strength for a 3rd claim. Get yourselves together, otherwise drop the woke agenda becauseyou just look stupid!

Nationwide gets it right so why can't you? You're the same organisation now for goodness sake.

Equality will never be embedded as a value in your disorganisation if you keep treating sick, vulnerable people this way.

Update in response to bot-generated reply: I've not posted across other platforms, only this one. No need to lie.
And you've already settled your county court judgements. Did you even read the review?
Oh well, third claim on the way....

One of th most infuriating experience I've had on two separate accounts. My daughter's child savings account is essentially being held fraudulently, they won't let us change address as the account is barred. They are continuing to send letters to an address we have told them we don't live at. Even the staff have been embarrassed and apologetic but explained it's an awful system.

My credit card with a £17k limit was regularly used until this debacle, so I closed it. I was then told my account was in credit and they couldn't pay me th money they owed me unless I reopened it. Yet another half hour call, where I'm asked the same questions 2-3 times.

I have closed my credit card now and am now going to the financial ombudsman about my daughter's savings account.

I would advise anyon with sanity who wants to keep it to avoid Virgin.

Man alive, the most useless company I have ever had the displeasure to be associated with. I have had an account for 15 years, they have no clue, literally no clue SOMEONE CALL ME, I need you to to take your solemn duty seriously. I have a manager who does not respond, there is no complaints process, operatives don't know what products you have. I AM SHOUTING INTO A BLCK HOLE, please get a grip. Please do not respond with platitudes I need actions, not a wed link, not why don't you go to an online chat, a live human adult with the power to speak to a customer.

Time wasters. I have finally got my statement of interest for my current account. £6 for the year. What a complete waste of time. Every year it takes me about an hour to find this. Then I have to declare it to the tax man. If Virgin money was run by real people instead of robots they would realize that nobody wants to spend hours looking for £6. Why oh why don't they just stop paying such stupid rates of interest. Do they think that people are idiots. No wonder they had to be taken over by Nationwide. Hopefully Nationwide is run by real people. No other bank is anywhere near this bad. Nationwide will wish that they had never taken over this useless bank.

Virgin Money have charged me £160 for an account that I did NOT open. I called and informed them, they refuse to believe that it was not me and refused to refund the charge. The account was apparently opened online in 2022. Not by me. They insist on a crime reference number and I have reported this with REPORT FRAUD but they no longer issue CR numbers for identity theft. Virgin refuse to believe this and will not even check with Report Fraud to verify. They tell me that without a CR number they will not investigate further. I feel as though I have been mugged, and no one will help. The account hasn't even been used, apparently. The £160 charge came out of the blue with no warning or explanation, it was deducted without my consent, and Virgin Money refuse to refund it. I consider this to be theft, and they simply will not listen, just keep exonerating themselves by saying that 'it looks like' a genuine application and asking for a Crime Reference number which it is not possible to obtain. Next stop is the financial Ombudsman..

Very good customer service. I scored 4 because of the challenges setting up online banking. However Customer services put me through to the correct staff members who were very patient in trying to sort out the technical glitches I was experiencing until we got everything sorted.

No zero stars??? Too bad, Virgin Money would plainly deserve it!
The worst experience of my life with payments made from my business bank account!
They've stopped payments as little as £32 which were wages!!!
No one got back to me in the last 36 hours to check for fraud! God forbid i was defrauded, or i frauded anyone! No help either way from Virgin Money and their "special" team "The Fraud Team".

Practically, my business is at a standstill because of this team that hasn't gotten back to me.
Shame on them! Shame on Virgin Money, they are making a bad name for Nationwide which has been my favourite up until now.
Nationwide, you got into bed with the wrong crowd.

Awful experience with Virgin money. I took out an ISA last year. Despite holding a Virgin account for many years they requested identity verification details which I provided. Virgin has now closed the ISA and returned the money claiming the identify information was not received. After providing a reference number they did accept the identification documents had been received but now claim I did not provide an account number despite account number being a mandatory field. It’s clear that Virgin’s identification process failed but they are not willing to take ownership. As a result, I’ve lost my ISA allowance for the year.

If there was an option for -10 stars that’s would be my rating.

Absolutely disgraceful experience with Virgin Money.

Virgin Money completely messed up the closure and switching of my bank account and have effectively locked me out of my own money. I was repeatedly told there was “nothing they could do” and that I would have to wait up to 7 days to access MY OWN FUNDS.

This money is not optional spending money — it’s money I need to travel to work, live, pay bills, and go on a holiday I was supposed to leave for. Because of Virgin Money’s incompetence and refusal to resolve the issue properly, I have now had to CANCEL my holiday entirely.

What makes this even worse is that I was told yesterday that this would be sorted today. It is now the next day and absolutely nothing has been resolved.

I was also told I could not reopen or set up an account to move my money out, leaving me effectively stranded without access to my own finances because of THEIR mistake.

The only positive thing I can say is that the young woman I spoke to on customer service was polite and professional personally — but the actual handling of this situation by Virgin Money has been beyond unacceptable. Constant “I do apologise” responses do not help when you are leaving customers without access to their own money.

The stress this has caused is unreal. I have lost money, lost a holiday, and been left unable to properly access my own funds because of a complete failure on Virgin Money’s side.

I will be escalating this complaint further because this entire situation has been handled terribly from start to finish.

Avoid this bank.

Really frustrating call with very condescending customer support agent. Their app shows something different than her system was showing, and instead of listening she kept interrupting me and saying "I'm customer service, I'm not responsible for the app".

poor systems and too slow

- edit after reply.

my review wasn't actually about the app - I haven't even used the app as I couldn't get past your other poor and slow systems.

Thank you for the boilerplate reply to show how much you care.