Review Time
How the mighty have fallen!!!
Was such a great bank to bank with at one point. Now.... You can get ahold of anyone to help and when you do you get punched around to everyone then get to someone who doesn't know how to get it sorted but tries then 5 business days pass and nothing....
All I wanted was an account for my offset link to my home loan.......
Then with your VMA points which I can't get activated keep getting told they will email BOH and someone will call you and nothing... Asked for raise a complaint and told again someone will call me and nothing again.....
Signed up for the free points, first month, didn't get them correctly. They insisted they couldn't transfer the points until I gave them my account number - they literally had never told me my account number because they were "switching systems" and I quite literally had no separate account number on either my statement or in the app - only the credit card number in place of an account number. They then had to get special permission to use my card number since I had literally no way to tell them my (non-existent?) account number.
This month, again, no points. I ring up, one guy says "Yeah you should have x amount" which I don't see. "Should be fixed within 24 hours" he says. 1.5 weeks later and it is of course, not fixed. I ring up again and they tell me I'm not in the system, not on record. What?! Then how did I get the first x points? Why did the guy I spoke to last time say he could see them? Why does that not show on their system? WTF? Then I get hung up on because I'm taking too long searching my emails trying to find records because turns out they don't have any. Unbelievable. Ring again, and then get told if I don't know the exact name of THEIR promotion they can't help me. Still on hold as we speak.
They're incompetent and awful.
Terrible customer service, slow turnaround time and bad system.
I joined Virgin Super and started the roll over. 2 days later I log into my virgin super account to change my email. I then receive this strange email from virgin saying my password had been changed - when I hadn't changed it. Next thing i'm locked out of my account.
I call Virgin Super and am told they raise a ticket with their IT team and that the rmail is probably just a glitch. I am anxious about whether my money is safe and can't even acces my account. And all virgin offers is to talk to IT.
I call my old super provider Care to try to stop the roll over. They can't, but they rrcommend I put a fund freeze on my virgin account. I call virgin again and put a freeze on the account.
I thenk have to wait 7 business days without access to my account. I'm calling virgin multiple times and am just told to wait and they just try to buy time and keep claiming they can't do anything until IT looks at it.
I finally gain access to my account after 7 business days. The money is there. I spoke to a consultant on the phone and he couldn't even tell me why I received that strange email about my password being changed. Even though the first virgin consultant said to me they would investigate it
And I have immediately transferred out into UniSuper. I will never work with Virgin Super again.
Be cautious with this service when it comes to your finances. They continue to remove my scheduled withdrawals from my savings account. I've contacted customer support multiple times, only to receive inconsistent information each time, along with promises to investigate the issue and get back to me. It's been three weeks, and I'm still waiting. Their chat feature in the app is ineffective, forcing me to spend hours on the phone just to be told they'll look into the matter. It seems I may need to involve a banking ombudsman to recover my funds.
I have been unable to access my funds for more than four weeks. My balance shows $0, despite having saved several thousand for the holiday season, which is already a stressful time for many. It took 14 phone calls and endless waiting to finally get through. Their service is extremely inadequate, and I plan to close my account as soon as I can access my money.
I was previously satisfied with the spending tracker feature by category, but the latest app update has been a total disaster. For over a month, I've experienced complete lack of functionality. How could this occur? I might need to consider switching to a different credit card provider soon.
After updating my information as instructed by the company due to a recent system transition, I was unable to log into my online banking account. I was advised to call the support line to regain access and spent 44 minutes on hold before finally speaking to a representative. They confirmed my details but then put me on hold for another 15 minutes while waiting for assistance from another department. Unfortunately, that representative could not resolve the issue and has submitted a ticket to the IT team, but it remains unclear how long the fix will take. My total time on the phone was 1 hour and 16 minutes with no solution yet. I even attempted to reach out via the website's complaint form, but it directed me to call instead, which is not a feasible option!
I would describe the customer service as non-existent. I urgently need to access my savings account to transfer money, but I've been receiving error messages all day on both Android and the web. It seems to be an issue on the company's end. I've been on hold for over an hour and on live chat for even longer. I really need access to my account today, and I'm becoming increasingly anxious that it won't happen. This situation is unacceptable.
If I could give no stars, I would. The customer service is nonexistent. I've been on the phone for over an hour trying to resolve issues on their end after making nearly $20K in repayments that aren't reflected on my account. I have all my receipts to prove it. This situation is causing me significant anxiety, and they seem indifferent to my concerns. I highly advise against engaging with them.
I attempted to pay my bill through the usual method, but received an error stating the reference number was invalid. I verified the invoice and confirmed that the reference number was the same as before, but it no longer seemed valid with my bank. I used the chat feature to speak with a representative, who suggested I find the reference number on the invoice or call a specific number for help. I explained that I had already used the reference number from the invoice, which hasn't changed, but received the same advice. I have tried calling on four separate occasions, only to be placed on hold for over an hour each time, ultimately needing to hang up due to work obligations. I am now considering switching to another provider, and if I incur any fees due to this lack of support, I may have to take further action.
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