Virgin Money Australia Reviews 

This has to be one of the most pathetic service ever, wait on que over an hour is the norm, staff arent helpful arrogant

Avoid this operation . They provide no customer care whatsoever. You will be left with issue after issue of unresolved problems. My experience has been uttered shocking . Diverted to the Phillipines with call centre staff that seem to be working in a group call environment handling calls for various businesses and have no knowledge of Virgin Money products . They actually admitted only one person is allocated to handle virgin money calls and the information they have is only available on a computer that is very limited. Just shocking .

Do NOT use this Super fund . Once you put your money in , they make it EXTREMELY difficult to get your money out . Once you have overcome any issues, they will make up more and won’t say anything until you chase them again .

Received an email stating they would close an account I wanted to keep. Spent 45 minutes on the phone and 5 different people before getting someone who actually know what was happening. Apalling customer service for what should have been a click on their website! Sort it out Virgin.

Absolutely appalling experience with Virgin Money Credit Cards.

What should have been a straightforward credit card application turned into weeks of frustration. I provided every document requested, often only to be asked for further information weeks later. When I escalated the matter, I was assigned a supervisor who repeatedly promised to call me back — and repeatedly failed to do so.

Eventually, my application was approved. You would think that would be the end of the problem. Not with Virgin Money.

It has now been a week since I was approved, I still have not received my card, and I cannot even contact anyone to get an update or find out where it is. Virgin Money also failed to link the approved card to my internet banking, leaving me unable to access the account.

So after weeks of chasing, repeated delays and broken promises, I am now left with an approved credit card that I can't access, can't use and apparently can't even get information about.

The level of disorganisation and communication is completely unacceptable. This is not how a financial institution should treat customers.

Virgin Money has failed on customer service, communication and basic account administration from start to finish.

I would absolutely NOT recommend Virgin Money based on this experience.

Virgin Money has a lot of incentives. Bonus interest, ability to lock accounts, rewards points on everyday purchases etc. However, what is the point of those incentives if your ability to transfer and spend money gets locked for absolutely no reason at all!

With no way to access my funds with no cash reserve I was left with not being able to pay for my shopping, bills or fuel. You’d think that the best way to resolve this issue is to call them right? Well they don’t deal with locked accounts outside of business hours (including Sundays) and their wait time is ridicously long!!!

Ordered a card based on information provided online, upon receiving the card many of the promised services were unavailable. Called customer service about this and they stated they do not offer those services so I cancelled account immediately. Cannot trust Virgin as their sales tactics, information and promises are all lies, illegal and unethical.

Ar last, a positive breakthrough today! I spoke with two people at Virgin, the second person has unlocked my credit card three weeks since the card was first locked. I have also registered my complaint with that person & I've received a reference number. Why could this not have all been done the first time I called them on 3rd August ???? So the nightmare has ended but I'll now follow through with my "escalated complaint" .

Absolutely terrible process to apply for a credit card. What a terrible experience, and still not concluded!
Here's the quick version: I applied for a credit card, the system indicated that I need to provide additional information to which I immediately called to resolve, the customer service advisor said there was nothing required, I left it a week and decided to call to get an update and the customer service advisor said that it would be progressed that week, a week later I called again and was told they needed additional information which they would send an email requesting, no email so I called the next day. Turns out nothing is required and the matter would be concluded this week...
I'm not holding my breath!

Lodged AFCA complaint for virgin and Bank of Queensland. They literally have a phone wait time of 50min Everytime! Dont get any lending products because you cant close account without speaking to someone, and they put you on hold for 50min hoping you hang up before you can speak to anyone.

Could not even sign on. I went through the application process to apply for a Go Account. Wasn't able to complete the final step (verification), regardless of how many calls or avenues I tried. Complete waste of time.

Good question. What went wrong this time?
Because everytime I try and talk to someone I wait and wait until eventually I give up because I am always progressing in the queue and never get to talk to anyone.
Seriously I do not know why a reasonably friendly branch based bank like BOQ would want to own a liability like Virgin Money unless you make money by not providing any services at all to your customers.

What a disgraceful company. Customer services is non existence unless you're signing up for a new product. I've called 3 times trying to get a discharge authority, no one calls back and I wait on the phone for 1 hour 15 minutes only to be told there's no one available now as it's 3 minutes past 5pm.
Never ever sign up to this lended.

They suddenly stopped paying me interest due to a withdrawal from my locked boost account - they said this was the standard rule for the account that it would need to be unlocked for any withdrawals ending the bonus interest temporarily. When I told them ive been doing this multiple times over the past year- in fact every month from Jan til May this year- without that happening. I also told them there are 2 options and always has been one for withdrawl and one for unlock. I sent them a screenshot and asked them to explain. They stopped responding to me altogether instead and proceeded to end every chat that I would start. After 5 different staff members did this to me I asked for a manager to call me. It has been almost a week and they have only responded to my chat yesterday saying they will update their notes with my concerns. They have suspended my money without interest or any explanation and refuse to speak to me about it despite attempting with 5 different staff members in the one day and requesting an escalation multiple times. It took several hours and has been very stressful to no avail.
1 month update: twice more, i reminded them that no manager has contacted me. They said they will update the notes again. Its been about 2 more weeks since my last enquiry and again nobody called me. Virgin money suspended 49k of my savings and refuse to explain why beyond the first false explanation or communicate further with me. They operate like pirates. I suspect what they did to me is highly illegal and I couldnt have ever imagined a bank operating this way. Ive never asked -any- establishment repeatedly for an escalation or a manager only to be repeatedly ignored, let alone one who has decided to keep 49k of my savings. Dont keep your savings with Virgin just because of a good interest rate. My accounts became available this morning and today I will close them all. Theyre Criminal.

I have never dealt with a financial institution so poorly managed. I have had more issues with my account in a single year than with any other bank in my life. I feel bad for the customer service representatives because they would have to deal with so much nonsense. Chatting with the messaging system is useless; the app is glitchy, and you can never get your money out when you need it. On multiple occasions, I have been unable to withdraw funds from my account, then call them, verify my details 4 times, only to be told they will open an IT case and get back to me in 48 hours. Was dumb enough to continue banking with them for my savings after the first 2 issues, closing this account and never going back. AVOID AT ALL COSTS

If I could give less than 1 star, I would. Honestly impressive how Virgin Money has managed to combine a clunky app with customer service that feels more like a social experiment.

Calling them is a journey. Not a quick one either, more like a Lord of the Rings trilogy. Two separate times I sat on hold for an hour, then finally got through on a third attempt after 1 hour 45 minutes. By the time someone answered, I’d aged slightly and reconsidered my life choices. The rep sounded like I’d personally ruined their day just by existing, and couldn’t get off the call fast enough.

Then there’s the “high interest” savings account, which is technically true, if you can successfully complete the obstacle course required to unlock it. It’s less “earn interest” and more “prove you really, really want it.”

Do yourself a favour and go with Macquarie or UBank instead. Your sanity will thank you.

Unable to respond regarding two fraudulent transactions made on my account totalling $1000. Spend over 1 hour 30 mins on hold just to speak to someone then a further hour being told it may be 6-8 weeks for a review. I was then promised a call back, which has not happened and customer service now unavailable until Monday.

4 years as a customer, first time I actually require any service for an urgent matter it is disgracefully weak in response. Firstly I expect a bank to protect its customers from fraudulent activity, but as a bare minimum be able to respond and return my call.

Took 7 days to receive partner card after fraudulent activity then subsequently card still unable to be activated for four days and still counting!! Multiple phone calls have yielded no result.

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.....

The worst!!! They registered my membership with the wrong name, and now that I’m asking them to please correct it—attaching my IDs—they’re telling me to provide a certified copy of a name change document. What document?? I’m asking them to correct my name because you entered it incorrectly in the first place!!
As soon as I resolve this issue, I’m switching my super
Please people!
Don’t use this super found