Virgin Money and their shocking customer service hours.

PinkChampagne

This is a rant post and a warning to others.

On Friday I arrived in Lima and withdrew some cash from the ATM within the luggage area. Since then I've paid in cash and
My card has always been with me. Now today Sunday I've tried using my card at 6 ATMs and I was unable to withdraw money. No luck. I tried to use card in a restaurant and it was declined. Luckily
I had cash. I called Virgin Money to find out what was wrong with my card and they said it's active but we can't help you, you need to call back at 8am. Bearing in mind I'm in South America not next door. I asked the guy can you check my balance and he said he can't. I've checked my balance and there is money there. He offered to cancel my card when he doesn't even know what is wrong with it.
My belief my card was skimmed at the airport.

My problem is how can a bank not provide any assistance or even check your account when we live in a 24/7 banking society. I have to now have to wait 11 hours, stressing to find out what is going on exactly. Their online banking doesn't update over weekends even though other banks do so all I can do is speculate for 11 hours.

EarthBoy

If you wanted a 24/7 telephone service you should have checked whether Virgin provided one before you opened your account with them. They are not alone in having limited telephone hours.

PinkChampagne

This is the first time I've come across a bank which doesn't offer 24/7 service. The read only I could deal with as it's only for travelling. Generally checking if a bank offers 24/7 service is not something I would normally check for first.

Thank you for your advice.

worried_jim

Always travel with more than one card in case of issue and for travel make sure you have a Monzo or Revolut account.

PinkChampagne

Luckily I came with a back up card which will keep me going for a week (here for a month). I've never heard of the other two will have a look into them.

agrinnall

Why do you think your card was skimmed? If the balance in the account is what you would expect then no money has been taken, which would be the point of skimming. I'd suspect comms problems between Peru and VISA/Mastercard (not sure which this card is) and/or Virgin Money.

DCFC79

PinkChampagne wrote: »

Luckily I came with a back up card which will keep me going for a week (here for a month). I've never heard of the other two will have a look into them.

Not sure where you have been but both cards have been mentioned on here and Revolut has been mentioned on HUKD.

PinkChampagne

agrinnall wrote: »

Why do you think your card was skimmed? If the balance in the account is what you would expect then no money has been taken, which would be the point of skimming. I'd suspect comms problems between Peru and VISA/Mastercard (not sure which this card is) and/or Virgin Money.

Over the weekend Virgin Money doesn't fully update their online banking, so I initially believed that was the case. I've finally spoken to them and they said despite me informing them of my location a temporary restriction was placed on my card and it is likely to happen again when I use it.

PinkChampagne

DCFC79 wrote: »

Not sure where you have been but both cards have been mentioned on here and Revolut has been mentioned on HUKD.

I've looked into those and will get Starling when I return to the UK at the end of the month.

worried_jim

PinkChampagne wrote: »

I've looked into those and will get Starling when I return to the UK at the end of the month.

You know it makes sense! Enjoy Peru!

Thrugelmir

PinkChampagne wrote: »

I've finally spoken to them and they said despite me informing them of my location a temporary restriction was placed on my card and it is likely to happen again when I use it.

Take comfort from the fact that they are doing this for good reason. The inconvenience of not having 24/7 banking services may pale into insignifiance. Other ways of organising access to cash when travelling off piste so to speak.