Virgin ISA exclusive problem 11 October 2022 at 10:24AM in ISAs & tax-free savings 5 replies 496 views

Frogletina

I've just opened an easy access Exclusive ISA with Virgin (yesterday)  

I didn't arrange a transfer into the account then as I wanted it to be set up first.

Today, I decided to do the transfer and saw the following message when I went into their exclusive ISA transfer page


If you want to transfer a Cash ISA from another provider into your Cash ISA Exclusive, this can be done online within the first 14 days of opening your account. If you are still within the 14 day period you can continue your application here.

However, when I went into that link I got the following message

• You can transfer ISAs from other providers into this account. Pop into your nearest Store or print a transfer form.

When I went back to the original transfer page it also said under frequently asked questions

How do I transfer an ISA from another provider to my Cash ISA Exclusive? 

To do this, you first need to open an account with us. At the end of your application, you’ll be asked to complete an online ISA Transfer Authority Form. Just complete this with the details of your existing ISA(s) and we’ll sort the transfer for you.

If you’ve already opened an account but weren’t ready complete your ISA transfer at the time, you can download a form here. Simply print it off and return it to us at Cash ISA Team, Bering House, Mariner Court, Clydebank Business Park, G81 2NR. You can also arrange the ISA transfer in Store or by giving us a call.

I've now raised a complaint with Virgin 

I'm still undecided whether to start again and complete the transfer at the same time or find another ISA. I also asked if the two fixed ISAs on the account, but never had any money in them (due to increasing ISA rates) could be cancelled/removed. They could, but would have to be put in writing. 

My online Virgin account is also littered with empty accounts due to the number of fixed rate regular savers I had on there. 

steveksullivan

Frogletina said:

My online Virgin account is also littered with empty accounts due to the number of fixed rate regular savers I had on there. 

Good luck with your complaint ....

I only have a couple of 'redundant' accounts, but when I enquired abut removing them from online banking I was told ' we can't do that because we have to keep records for 7 years ....'

..... and they can't keep records without them displaying in online banking .....??

ForumUser7

Frogletina said:

I've just opened an easy access Exclusive ISA with Virgin (yesterday)  

I didn't arrange a transfer into the account then as I wanted it to be set up first.

Today, I decided to do the transfer and saw the following message when I went into their exclusive ISA transfer page


If you want to transfer a Cash ISA from another provider into your Cash ISA Exclusive, this can be done online within the first 14 days of opening your account. If you are still within the 14 day period you can continue your application here.

However, when I went into that link I got the following message

• You can transfer ISAs from other providers into this account. Pop into your nearest Store or print a transfer form.

When I went back to the original transfer page it also said under frequently asked questions

How do I transfer an ISA from another provider to my Cash ISA Exclusive? 

To do this, you first need to open an account with us. At the end of your application, you’ll be asked to complete an online ISA Transfer Authority Form. Just complete this with the details of your existing ISA(s) and we’ll sort the transfer for you.

If you’ve already opened an account but weren’t ready complete your ISA transfer at the time, you can download a form here. Simply print it off and return it to us at Cash ISA Team, Bering House, Mariner Court, Clydebank Business Park, G81 2NR. You can also arrange the ISA transfer in Store or by giving us a call.

I've now raised a complaint with Virgin 

I'm still undecided whether to start again and complete the transfer at the same time or find another ISA. I also asked if the two fixed ISAs on the account, but never had any money in them (due to increasing ISA rates) could be cancelled/removed. They could, but would have to be put in writing. 

My online Virgin account is also littered with empty accounts due to the number of fixed rate regular savers I had on there. 

In relation to your complaint, I raised one in July that I am still awaiting investigation and resolution for. I've seen other reports of similar and longer timeframes. Just to give you a heads up really, as the 56 day timeframe is seemingly meaningless for them

Frogletina

ForumUser7 said:

Frogletina said:

I've just opened an easy access Exclusive ISA with Virgin (yesterday)  

I didn't arrange a transfer into the account then as I wanted it to be set up first.

Today, I decided to do the transfer and saw the following message when I went into their exclusive ISA transfer page


If you want to transfer a Cash ISA from another provider into your Cash ISA Exclusive, this can be done online within the first 14 days of opening your account. If you are still within the 14 day period you can continue your application here.

However, when I went into that link I got the following message

• You can transfer ISAs from other providers into this account. Pop into your nearest Store or print a transfer form.

When I went back to the original transfer page it also said under frequently asked questions

How do I transfer an ISA from another provider to my Cash ISA Exclusive? 

To do this, you first need to open an account with us. At the end of your application, you’ll be asked to complete an online ISA Transfer Authority Form. Just complete this with the details of your existing ISA(s) and we’ll sort the transfer for you.

If you’ve already opened an account but weren’t ready complete your ISA transfer at the time, you can download a form here. Simply print it off and return it to us at Cash ISA Team, Bering House, Mariner Court, Clydebank Business Park, G81 2NR. You can also arrange the ISA transfer in Store or by giving us a call.

I've now raised a complaint with Virgin 

I'm still undecided whether to start again and complete the transfer at the same time or find another ISA. I also asked if the two fixed ISAs on the account, but never had any money in them (due to increasing ISA rates) could be cancelled/removed. They could, but would have to be put in writing. 

My online Virgin account is also littered with empty accounts due to the number of fixed rate regular savers I had on there. 

In relation to your complaint, I raised one in July that I am still awaiting investigation and resolution for. I've seen other reports of similar and longer timeframes. Just to give you a heads up really, as the 56 day timeframe is seemingly meaningless for them

It took over a year once for Virgin to deal with a complaint of mine - I don't give up easily 

Frogletina

Frogletina said:

I've just opened an easy access Exclusive ISA with Virgin (yesterday)  

I didn't arrange a transfer into the account then as I wanted it to be set up first.

Today, I decided to do the transfer and saw the following message when I went into their exclusive ISA transfer page


If you want to transfer a Cash ISA from another provider into your Cash ISA Exclusive, this can be done online within the first 14 days of opening your account. If you are still within the 14 day period you can continue your application here.

However, when I went into that link I got the following message

• You can transfer ISAs from other providers into this account. Pop into your nearest Store or print a transfer form.

When I went back to the original transfer page it also said under frequently asked questions

How do I transfer an ISA from another provider to my Cash ISA Exclusive? 

To do this, you first need to open an account with us. At the end of your application, you’ll be asked to complete an online ISA Transfer Authority Form. Just complete this with the details of your existing ISA(s) and we’ll sort the transfer for you.

If you’ve already opened an account but weren’t ready complete your ISA transfer at the time, you can download a form here. Simply print it off and return it to us at Cash ISA Team, Bering House, Mariner Court, Clydebank Business Park, G81 2NR. You can also arrange the ISA transfer in Store or by giving us a call.

I've now raised a complaint with Virgin 

I'm still undecided whether to start again and complete the transfer at the same time or find another ISA. I also asked if the two fixed ISAs on the account, but never had any money in them (due to increasing ISA rates) could be cancelled/removed. They could, but would have to be put in writing. 

My online Virgin account is also littered with empty accounts due to the number of fixed rate regular savers I had on there. 

I had a call from Virgin complaints today - it's taken a little over 2 months for them to respond.

In the meantime I found a workaround that helped me make 3 more transfers.

I opened a second flexible Isa and arranged an online transfer at the same time - the two were then merged without me requesting this.

I later opened a third flexible Isa and again arranged an online transfer - these two were then merged as before.

Later still, I opened a fourth flexible Isa and once again arranged an online transfer - this time though the accounts were not merged.

I now have two open flexible Isas. I might just keep them separate.

All the transfers took just two working days - so much quicker than sending in forms. Virgin are probably knee deep in transfer forms, when my workaround is so much simpler and would save them time and money if it was known.

The complaints adviser upheld my complaint and said that the website is confusing (although to my mind I am still of the opinion that it is not only confusing, but incorrect, in that I could not get back into my account and arrange the transfer within the 14 days) etc

I was given compensation of £25. 

Aidanmc

Frogletina said:

Frogletina said:

I've just opened an easy access Exclusive ISA with Virgin (yesterday)  

I didn't arrange a transfer into the account then as I wanted it to be set up first.

Today, I decided to do the transfer and saw the following message when I went into their exclusive ISA transfer page


If you want to transfer a Cash ISA from another provider into your Cash ISA Exclusive, this can be done online within the first 14 days of opening your account. If you are still within the 14 day period you can continue your application here.

However, when I went into that link I got the following message

• You can transfer ISAs from other providers into this account. Pop into your nearest Store or print a transfer form.

When I went back to the original transfer page it also said under frequently asked questions

How do I transfer an ISA from another provider to my Cash ISA Exclusive? 

To do this, you first need to open an account with us. At the end of your application, you’ll be asked to complete an online ISA Transfer Authority Form. Just complete this with the details of your existing ISA(s) and we’ll sort the transfer for you.

If you’ve already opened an account but weren’t ready complete your ISA transfer at the time, you can download a form here. Simply print it off and return it to us at Cash ISA Team, Bering House, Mariner Court, Clydebank Business Park, G81 2NR. You can also arrange the ISA transfer in Store or by giving us a call.

I've now raised a complaint with Virgin 

I'm still undecided whether to start again and complete the transfer at the same time or find another ISA. I also asked if the two fixed ISAs on the account, but never had any money in them (due to increasing ISA rates) could be cancelled/removed. They could, but would have to be put in writing. 

My online Virgin account is also littered with empty accounts due to the number of fixed rate regular savers I had on there. 

I had a call from Virgin complaints today - it's taken a little over 2 months for them to respond.

In the meantime I found a workaround that helped me make 3 more transfers.

I opened a second flexible Isa and arranged an online transfer at the same time - the two were then merged without me requesting this.

I later opened a third flexible Isa and again arranged an online transfer - these two were then merged as before.

Later still, I opened a fourth flexible Isa and once again arranged an online transfer - this time though the accounts were not merged.

I now have two open flexible Isas. I might just keep them separate.

All the transfers took just two working days - so much quicker than sending in forms. Virgin are probably knee deep in transfer forms, when my workaround is so much simpler and would save them time and money if it was known.

The complaints adviser upheld my complaint and said that the website is confusing (although to my mind I am still of the opinion that it is not only confusing, but incorrect, in that I could not get back into my account and arrange the transfer within the 14 days) etc

I was given compensation of £25. 

I also opened a second Virgin flexible ISA to make another transfer in rather than printing and sending paperwork.

The two Isa's were never merged.