Virgin Money.

whattochoose

I've just taken out a one year bond with Virgin Money.
Three times I've tried ringing them to discuss this.
Three times I've given up after waiting more than half an hour to speak to somebody.
Dreadful, pathetic service.

MovingForwards

Drop them a secure message via your account profile.

rallycurve

Yes, secure message should do but be prepared to wait nearly a week for a reply...

Bigwheels1111

I always ring the bank I want to put money into.
If they don’t answer or care I stay away.

kaMelo

Bigwheels1111 said:

I always ring the bank I want to put money into.
If they don’t answer or care I stay away.

Why do you feel the need to call every time?

Bigwheels1111

kaMelo said:

Bigwheels1111 said:

I always ring the bank I want to put money into.
If they don’t answer or care I stay away.

Why do you feel the need to call every time?

Because when things go wrong as they do, I want it sorted there and then at worst by end of day.
Plus it indicates the level of service you will receive.
You don’t want a 50k transfer on the missing list for a week while you await an email, secure message reply.
Do you ?.
Just for eg, Smart save don’t have a contact number.
I would avoid them at all costs, but that’s just me.
I had a £49,999 transfer go missing 6 weeks ago, called transferring bank and savings bank to find it and get it sorted.
Took 1 hour but got sorted.
Imagine waiting weeks for it to be sorted.

Daliah

Bigwheels1111 said:

I always ring the bank I want to put money into.
If they don’t answer or care I stay away.

Seems a fairly crude assessment. If they answer the phone to your satisfaction, you have nil guarantee that they will do so again in future. Equally, if they they fail your test, you have no idea whether they would always fail.

whattochoose

Just an update. The bond account was opened on the 3rd October, and a confirmation letter tells me interest is paid on the 7th of the month. So far no interest showing. 

kaMelo

Bigwheels1111 said:

kaMelo said:

Bigwheels1111 said:

I always ring the bank I want to put money into.
If they don’t answer or care I stay away.

Why do you feel the need to call every time?

Because when things go wrong as they do, I want it sorted there and then at worst by end of day.
Plus it indicates the level of service you will receive.
You don’t want a 50k transfer on the missing list for a week while you await an email, secure message reply.
Do you ?.
Just for eg, Smart save don’t have a contact number.
I would avoid them at all costs, but that’s just me.
I had a £49,999 transfer go missing 6 weeks ago, called transferring bank and savings bank to find it and get it sorted.
Took 1 hour but got sorted.
Imagine waiting weeks for it to be sorted.

Obviously no, I wouldn't want a transfer of that amount to go missing but previous experience is no guarantee that either it won't happen or that the call to fix it will be handled the same way. I have had dozens of accounts and transferred sums in excess of what you mention with numerous providers over many years where I've never spoken to any of them about anything. The overwhelming majority just work as intended with no intervention required.
Phoning each and every one trying to head off a problem that will probably never happen just seems like a lot of effort that's not necessary in my eyes but each to their own I guess.

Bigwheels1111

kaMelo said:

Bigwheels1111 said:

kaMelo said:

Bigwheels1111 said:

I always ring the bank I want to put money into.
If they don’t answer or care I stay away.

Why do you feel the need to call every time?

Because when things go wrong as they do, I want it sorted there and then at worst by end of day.
Plus it indicates the level of service you will receive.
You don’t want a 50k transfer on the missing list for a week while you await an email, secure message reply.
Do you ?.
Just for eg, Smart save don’t have a contact number.
I would avoid them at all costs, but that’s just me.
I had a £49,999 transfer go missing 6 weeks ago, called transferring bank and savings bank to find it and get it sorted.
Took 1 hour but got sorted.
Imagine waiting weeks for it to be sorted.

Obviously no, I wouldn't want a transfer of that amount to go missing but previous experience is no guarantee that either it won't happen or that the call to fix it will be handled the same way. I have had dozens of accounts and transferred sums in excess of what you mention with numerous providers over many years where I've never spoken to any of them about anything. The overwhelming majority just work as intended with no intervention required.
Phoning each and every one trying to head off a problem that will probably never happen just seems like a lot of effort that's not necessary in my eyes but each to their own I guess.

I see it like this, When I want to place an order online and it’s a new company or site Ive not used before.
I do a simple check.
I look for a phone number, if I can’t find it in under 30 seconds I will avoid them.
My choice.
I don’t like a company or business that makes contacting them hard.

whattochoose

I have made a complaint to Virgin Money, using two email addresses -
customerrelations@virginmoney.com
customer.assist@virginmoney.com

I have received a couple of emails from customer relations. 
The second one has addressed me as Mr Platt! Needless to say, not my surname!

The answer I'm trying to get out of them is why interest has not been credited to my account in respect of a bond that became active on the 4th October, when their information, as far as I can see, indicates interest should be credited on the 7th of each month.

I'm finding them quite pathetic, really.