Review Time
Their credit card app NEVER works. They close all their physical locations and you can’t even log into your account on the browser. Yet imagine how they act when people don’t pay their balance on time.
My ios is up to date. My app is up to date. I’ve tried reinstalling. The only app on my phone that doesn’t load.
Was already an existing customer with Virgin Money. Had to close my old account because the account i had was being down graded. However, the change over was so easy and the lady at customer services was amazing 🤩 I now have a much improved current account with great benefits and would recommend anyone thinking of moving to Virgin Money to do so.
A simple transfer of £100 from one of my other accounts to find they had ‘suspended’ the transfer? What are we talking about here, possible widespread fraud, £100 at a time?
Opened this account back when it was Yorkshire Bank. Then these took over and got shut of the name. Never forgiven them.
I submitted my account application nearly 3 weeks ago and provided all the requested information. However, it has been 10 days since I last heard from them. Despite my repeated follow-ups, I feel like I'm getting nowhere. It seems my application is with the sales team, who appear to be moving very slowly.
There is no local branch in the area, and the chat service is ineffective. As a senior, I find it unhelpful. Attempting to cash a retirement gift has been incredibly frustrating. I needed a prepaid envelope and was told delivery would take 2-5 days, but after two complaints, the envelope arrived on day 12 without the necessary slip. The chat service connects you to a robot before allowing access to a human, and even then, I was given an unresponsive 0800 number. After trying again, I made some progress, but the slip is still expected next week. While I am computer savvy, my spouse is not, and if she were left to manage this alone, this bank would not be a viable option. The closure of branches has left seniors in a difficult position, much like the current government's disregard for their needs.
As a new customer, I'm still waiting for my card and so far, my experience has been quite underwhelming. I aimed to save on interest for a few months with a 0% card offer after moving houses. I noticed a guaranteed credit limit through a credit service where I have an excellent score. However, the processing was slow, and I received an email over the weekend instructing me to call, but I had to wait until Monday. They claimed my address was incorrect (which it wasn't) and asked several more questions. After that, another day passed, and I received an email stating that the credit limit was only three-quarters of what was guaranteed. Now, I have to wait 7-10 business days for the card before I can even log into the app (no virtual card available). This feels like the slowest financial institution in 2026. At this point, it may be too late to continue, and I might just cancel and seek alternatives, but now there's a hard inquiry on my credit file. Additionally, I still haven't received the 0% terms and conditions, making me uncertain if what I applied for is accurate, as their offers seem to vary widely. It could take another two weeks to find out? This could definitely be improved!
The service is extremely poor. My card was blocked without any explanation, and there was no one available to assist with unblocking it since they were not operational. It would be better if they didn’t block it at all. I've faced failed payments due to this issue, and I don't have the time to waste contacting them because my account has been frozen for no reason.
Since December 9, 2025, my access to the business account and ability to make payments have been continuously blocked due to so-called 'routine checks'. I've received conflicting explanations, failed callbacks and emails, and long delays without any clear resolution timeline. This issue has severely impacted my ability to pay invoices, bills, staff, or transfer funds to myself—just a week before Christmas. I've submitted at least five complaints, yet there hasn't been a single response (Complaint reference: CD-0170210). I strongly advise against using this service!
I am extremely dissatisfied with this bank. I have a significant ISA account, yet logging in is a nightmare. I simply want an ISA statement, and you would expect that an app requiring just a fingerprint would suffice, but it doesn't. I can only access current account statements here, so I have to resort to the website. This involves passwords, account numbers, user numbers, and who knows what else. After 30 minutes, I found myself locked out. I urgently need this statement, but it's unattainable. I trade bitcoin and shares with other banks that have more streamlined logins, and I never encounter these issues. At the end of the ISA year, I will be withdrawing my money from this frustrating bank. The generic response I received today does nothing to address the problem. I regularly use an authentication app that works seamlessly, but yours is problematic and often leads to being locked out, despite your app only requiring biometrics. Please update your app to meet the standards of your competitors; this is what is expected from a reputable bank in 2025/6.
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Virgin Money is the UK’s 6th largest bank and a proud member of the Virgin Group. By making banking better, we aim to deliver on our purpose of ‘Making you happier about money’, offering award-winning products and services to meet the full range of our 6.6m customers' retail and business banking needs. Our strategic ambition is to be the UK’s best digital bank.
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