complaining -rudeness and credit limit reduced

wigginsmum

I'm appalled at the rudeness you were subjected to - please keep us updated on what happens (and I'd definitely consider cancelling your card with them).

By the way, it does sound as if they suspect moneylaundering. By treating you this way, the employee may well be running the risk of the action of 'tipping off,' ie. indicating, even just hinting, that there might be something dodgy/illegal going on with your account. I'd talk to the FSA about it, or at the very least put it in your complaint letter to Virgin. If it got as far as 'tipping off,' even though you're innocent, it might well be reported round the financial industry (for example, on the Complinet website and newsletter) and financial institutions don't like adverse publicity amongst their peers. At the very least it would get Virgin's Compliance Department team involved (it looks like their AML training has backfired) and the individual would be raked over the coals for it.

theps

update- still no joy. the supervisor of 'dave' called me today, and basically said they review accounts on regular basis and because i had done some balance transfers they wanted to check 'for my sake' that everything was ok and i wasn't in financial difficulty. with regards to loans.co.uk she conceeded that i shouldnt have been put under pressure to take out a secured loan. she didn't call me a liar - i asked her outright- but she said they had not recorded the call with me and 'dave' and that she sits next to him and hadn't heard him say any of the things he said to me. she also said if i put my complaint in writing then she would tell them that she didn't hear anything. she said she'd apologise on the phone on his behalf. i said that wasn't good enough and that my husband came home early from work because i was so upset and that i had been unable to continue working yesterday so had lost a day's work. she said all i could do was put it in writing but they wouldn't do anymore than apologise. she also said i had to write to her dept not any other as noone else would do anything. i will be writing but not just to her dept, to all dept that i can. will keep you posted. thanks for the supportive comments.

savingforoz

They way you've been treated seems to have been appalling, including the response by Dave's supervisor. To deny he said all that is basically to call you a liar - adding insult to injury. Such rudeness is completely unacceptable. Vote with your feet, ditch the card, and make sure you tell everyone who will listen about your experience.

pickle

The way you've been treated is disgusting, he should be sacked. Don't bother asking for first names as in my experience when you ring back they say "Which Dave?". Ask for their staff identification number - there should be no problem providing this. Oh well, another company for my blacklist.

pickle

deleted as a repeat of what already said

DJ1UK

Maybe sent a copy of the letter to Virgin HQ. I'm sure they would be interested in how there brand is being percieved...

Sir Richard Bransons Office
Virgin Management Limited
120 Campden Hill Road
London
W8 7AR

Good Luck

DJ

asharon

After what she has said you must take it further she is just trying to keep it in the small group and that is exactly what you should not do. Go not just above there heads but way over it.

kuohu

Still seems an unusual one to me. Maybe you could keep us updated as things pan out, I'd be interested to know what happens.

Good luck.

looby75

Unfortunately it isn't all that rude from MBNA (who run the virgin card), not in my experience anyway.

I've had more than a few run ins with the call centre staff there, either I am really unlucky or they have more than the normal quota of idiots working for them.

The worst case was when I phoned to query a charge on my card and was told that I had no right to question them and that as I owed them so much money (yes quite a large amount but I always make the correct payments and am never late in paying) they had me over a barrel and rather than getting "upperty" over a fee I should be kissing his (the cs rep) feet and saying thank you! Funnily enough I was right, the charge was removed from my account and after I kicked up a fuss about the way I was spoken to I got 6 bottles of wine as an apology.

I really wish I could get rid of MBNA

theps

A successful update. I wrote to Sir Richard's Branson's Office, and MBNA. I have just finished speaking to MBNA and they have made a generous credit to my account and made a huge reduction on my interest rate, and made an apology. I have had an acknowledgement from RB's Office and waiting to hear the outcome of their investigation. It was definitely worth writing to complain as they have listened and taken it seriously. Many thanks to all your comments/suggestions. I'll let you know what RB's office have to say. Thanks again