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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