Virginmoney regular saver - unable to open due to very poor service

ashteadgirl

Last week popped into local Virginmoney to open new regular saver. Unable to open as no appointment and only one member of trained staff staff looking after newbie. Branch completely empty while I had lengthy discussion that had 13 other virgin regular savers and never had to make appointment before. Apparently unable to open account on terminal in main area had to be done in back office and could not leave untrained staff alone. Understood this but queried why other staff had open previous accounts on terminals in main area. Decided to try to make appointment today - well what a joke! First appointment 7th February. I have never had such poor service - seems like Virginmoney has gone down hill. Thought the Virgin brand put customers first - well that is a laugh:mad::mad::mad:

EachPenny

I've found they will generally open an account without an appointment if someone is free and it isn't too close to closing time. But a few times I have been told it is not possible to open an account without making an appointment first.

I think they are currently very busy, my local branch was booked out solid the first half of this week, but said on Monday that few appointments had been made for the second half. Might have something to do with a rather attractive new account being launched and everyone wanting one asap.

Westie983

I have had to make an appointment for all my accounts.

I rang as soon as issue 9 was launched and today was the first free appointment.

Are you saying that you have opened 13 RS without an appointment, (granted some of these would have been online and no need for an appointment)

All mine have been opened in back office and taken ID and told the gubbins about the account even though they have had my ID the other 15 times I have opened an account but still ask to see it.

Sadly I think they are busy as they haven’t limited the issues like other banks and building societies have done.

Also that staffing is being reduced in a lot of banks, part of the business model.

Hope you managed to book the appointment for the 7th.

Westie983

nilrem_2

This is one of the reasons as to why I prefer to open accounts online. Not too many years ago I as able to walk into practically any branch of building society inc Virgin/N.Rock and they were delighted to open an account there and then for you. nowadays you have to jump through hoops to make appointments.

I remember a while ago I had researched an account online found what I needed, downloaded an application form, filled it in and written out a cheque for the amount I wished to invest, I then drove the six miles to town, entered the branch and was told " you can't open an account without an appointment" I said that I had filled it all in and I would leave it for them to do in their good time and for them to post it back to me. They were not interested so I left and later invested the money in Nationwide who were quite happy to take the cheque without an appointment.

I just do not understand why they do this, it's as if they are saying "you are lucky we are taking the money from you at all". I am just glad I can open accounts now online.

eskbanker

nilrem wrote: »

Not too many years ago I as able to walk into practically any branch of building society inc Virgin/N.Rock and they were delighted to open an account there and then for you. nowadays you have to jump through hoops to make appointments.

Perhaps there's just a possibility that Northern Rock's relaxed approach to account administration might have been a contributory factor in its demise (and everyone else's subsequent tightening of controls too)?

le_loup

eskbanker wrote: »

Perhaps there's just a possibility that Northern Rock's relaxed approach to account administration might have been a contributory factor in its demise (and everyone else's subsequent tightening of controls too)?

Not only that but with half the population "claiming" they were missold products, you can see why firms are ticking all the boxes.

ashteadgirl

le_loup wrote: »

Not only that but with half the population "claiming" they were missold products, you can see why firms are ticking all the boxes.

The fact that I have 13 other regular savers rather gives evidence that I understand the product and have looked into them

ashteadgirl

nilrem wrote: »

This is one of the reasons as to why I prefer to open accounts online. Not too many years ago I as able to walk into practically any branch of building society inc Virgin/N.Rock and they were delighted to open an account there and then for you. nowadays you have to jump through hoops to make appointments.

I remember a while ago I had researched an account online found what I needed, downloaded an application form, filled it in and written out a cheque for the amount I wished to invest, I then drove the six miles to town, entered the branch and was told " you can't open an account without an appointment" I said that I had filled it all in and I would leave it for them to do in their good time and for them to post it back to me. They were not interested so I left and later invested the money in Nationwide who were quite happy to take the cheque without an appointment.

I just do not understand why they do this, it's as if they are saying "you are lucky we are taking the money from you at all". I am just glad I can open accounts now online.

At least with online you an apply and usually it works really well. So much easier.

aj23_2

This shows that more people want the Branch passbook based account instead of the online equivalent. I'd rather have the passbook.

There are better Regular Savers out there than the Virgin Money ones.

Plus, it keeps people employed. The people that open and do everything probably think its bad people are losing jobs but directly contribute to those losses by no using branches. We are all worse off from these job losses, as they aren't earning income (reducing spend and productivity) and thus not able to pay tax (impacts our services).

nilrem_2

eskbanker wrote: »

Perhaps there's just a possibility that Northern Rock's relaxed approach to account administration might have been a contributory factor in its demise (and everyone else's subsequent tightening of controls too)?

Nope, Nowt to do with N/Rock the society I mentioned that wanted me to make an appointment was not them and it was before N/Rocks problems anyway.

nilrem_2

le_loup wrote: »

Not only that but with half the population "claiming" they were missold products, you can see why firms are ticking all the boxes.

If that was the case why is it so easy to open accounts on line.

Why on earth should going in and opening an account without an appointment be any different than going in after making an appointment? After all they ask the same questions and the same ID is required.

It more likely to do with cutting staff levels and being able to plan ahead. It certainly does not help the customer in fact in many cases it inconveniences them.