Virgin One Account - Not 24hrs?

BusMadDave

We have been with Virgin One since 2001 and sadly, the services are getting worse and worse each year, but although we have looked into changing accounts many times, the jump is very hard to do without ending up out of pocket, so for the time being we are stuck with this greedy shower of sh**.

We don't have much cause to contact them until recently when it seems that the telephone service is no longer 24hrs? Does anyone know when this changed as we have not received any letters or e-mails (I keep them all with our statements) about this withdrawal of service. The last letter aside from interest rate changes, was in 2010 and this clearly shows 24hrs telephone banking on it, so must be fairly recent. Aren't changes of this nature part of the agreement signed when we took the mortgage on and therefore not changeable like this?? Surely you can't just keep moving the goalposts whenever it suits within a contract??

This along with massive errors on bank statements, the ongoing tech issues, and the ever increasing interests rates have killed off any loyalty we once had and although we'd love to jump ship, we fear it will only be into shark infested waters......

Thrugelmir

BusMadDave wrote: »

We don't have much cause to contact them until recently when it seems that the telephone service is no longer 24hrs

If no-one uses the service then little point having it. The cost of provision would be reflected in the charges to you as well. So no point in paying for something that you have no need of.

BusMadDave

Hi Thruglemir! I said we didn't have much need recently to contact them, not that we never had nor anyone else may have.

Point is, if I signed up to a 24hr banking service (and trust me with their interests rate, I AM paying for it!), that it what they should provide. Virgin One has no branch network although we can use RBS branches, our nearest one is miles away and works normal banking hours which for those of us that work, is as much use as a chocolate tea-pot. It has always been a 24hr telephone and internet based bank, so it is not really a justification to just withdraw services like this, IMO. Following your argument through, then we should have had a reduction in costs via the interest rate but it has in fact been increased so we are paying more for less.


Really I want to know when this happened though - are there any One Account users still left out there who may know? Have you had a letter or communication about this?

opinions4u

Was the 24 hour phone service contractually guaranteed forever?

I'd be amazed if opening hours was ever referenced in the T&Cs.

In which case they can change it.

Remortgage if you're fed up of them.

BusMadDave

When we opened the account, yes 24hrs services were part of the package offered - whether it is specifically referred to in the small print, I don't know, probably not as nothing much is making the contracts both biased and pointless anyway. It doesn't make it right though, and perhaps, just maybe I thought there was something I could do about it, hence posting the question.

This used to be a really helpful forum...clearly not so much now. Any fool can dispense the advice "if you don't like it go elsewhere" but that is clearly and deliberately missing the point, and moreover, the actual questions I am asking. Essentially, if you don't know when this change was made, or if I can do anything about it, and therefore cannot answer the questions, please refrain from posting a reply.

Thrugelmir

Given that Virgin sold out their interest in the One Account to RBS in 2003. Any number of changes could have been made to non-contractual terms of the account. Service provision being one of them.

As O4U suggests. As a consumer you vote with your feet and take your business elsewhere.

BusMadDave

I am still none the wiser as to when this change happened though and it is only fairly recently.

And as explained in the first post, as a consumer where do we go? A) I don't think we can move and b) from all account most banks seem as bad as one another.

I seem to remember this place and Martin's TV shows being about championing the consumer led battles against these faceless banks and giving the little guy a say. The flavour of the forum though seems to have changed looking at other thread whereby many of the replies by 'experts' are full of the same opinion about 'if you don't like it, leave' when really this is the basist, most unhelpful answer and still doesn't resolve anything. What happened to the collective fight-backs? What happened to the champions of consumer interests and using collective knowledge to tip the balance a little more in our favour? Seems like many on here are of the 'I'm alright jack' variety and post more about defending the indefensible actions of the huge banks.

!!!!!!!! to that.

opinions4u

BusMadDave wrote: »

When we opened the account, yes 24hrs services were part of the package offered - whether it is specifically referred to in the small print, I don't know, probably not as nothing much is making the contracts both biased and pointless anyway. It doesn't make it right though, and perhaps, just maybe I thought there was something I could do about it, hence posting the question.

Complain then. Firstly to the provider of the service. Secondly to the FOS. if you're still not happy you can turn to the courts. My post above is trying to ascertain what likelihood you have of succeeding with the FOS or a court.

While you may have bought the service concept if it was not contractually guaranteed I don't think you have a leg to stand on.

This used to be a really helpful forum...clearly not so much now. Any fool can dispense the advice "if you don't like it go elsewhere"

My post asked questions to try and establish if the service was a contractual proposition or not. If it isn't, the best advice anybody can give is to move elsewhere.

As I am trying to establish the facts it is a bit unnecessary to accuse me of being unhelpful.

but that is clearly and deliberately missing the point, and moreover, the actual questions I am asking.

Your question about when they changed their service hours? No idea. Sorry.

Your question about whether or not the 24 hour helpline is contractual? I've tried to ascertain facts from you, offered a view and suggested an alternative.

The when question doesn't really matter. The can they question is the important one. The answer is probably. You should retain your T&Cs as this sort of occasion is when they come into their own. Even if they are worded against you the FOS could uphold a complaint if you've retained copies of the original adverts and they support a case that there was an implication of permanency in the 24/7 promotion.

Essentially, if you don't know when this change was made, or if I can do anything about it, and therefore cannot answer the questions, please refrain from posting a reply.

What a totally pathetic way to respond.

My previous post asked a question of clarity and offered a view.

Just because you don't like that view doesn't make it unhelpful.

Seems like many on here are of the 'I'm alright jack' variety and post more about defending the indefensible actions of the huge banks.

Did I defend their actions?

You're sounding a bit emotional because somebody didn't pick up the phone at two o'clock in the morning.

Trying_to_be_good

If you're looking for someone with superb customer service, my own experience with Melton Mowbray Building Society is a fantastic example.

I'd always been with the major lenders, and stumbled across my fixed rate with offset facility when buying my current home. Named individuals dealt with the application (back in 2009), direct phone numbers to them including the underwriter - they knew who I was from my NAME, without any account number (of course, they then check the security details etc).

A couple of months ago, I accidentally transferred a small sum from my offset to the main mortgage instead of my current account, so they automatically lowered my monthly payment. I phoned and explained my mistake, saying I didn't need the money back, but don't want to reduce the monthly payment. A call back within minutes to say all done!

Very highly recommended - and I live MILES from Melton Mowbray, no friends or relatives who work there, just a really good lender to deal with. Not all lenders are rubbish!

RenovationMan

BusMadDave wrote: »

We have been with Virgin One since 2001 and sadly, the services are getting worse and worse each year, but although we have looked into changing accounts many times, the jump is very hard to do without ending up out of pocket, so for the time being we are stuck with this greedy shower of sh**.

We don't have much cause to contact them until recently when it seems that the telephone service is no longer 24hrs? Does anyone know when this changed as we have not received any letters or e-mails (I keep them all with our statements) about this withdrawal of service. The last letter aside from interest rate changes, was in 2010 and this clearly shows 24hrs telephone banking on it, so must be fairly recent. Aren't changes of this nature part of the agreement signed when we took the mortgage on and therefore not changeable like this?? Surely you can't just keep moving the goalposts whenever it suits within a contract??

This along with massive errors on bank statements, the ongoing tech issues, and the ever increasing interests rates have killed off any loyalty we once had and although we'd love to jump ship, we fear it will only be into shark infested waters......

Putting your 24 hr banking to one side, what are your main gripes about The One accounts? It's one of my considerations when I remortgage, so I'd interested to hear your views.

I'm a little confused as to why you can't move without being out of pocket. Surely you don't still have a redemption fee in place from 2001? Why can't you move to a different offset provider?

Thanks in advance for any feedback you supply.