Poor service from virgin Money

Weldted

My wife and I both attempted to open a Virgin Money current and a saver account. We are both retired and have similar financial position. Neither has any black marks and have 997 out of 999 credit ratings with Experian. Mine was opened straight away and funds deposited to take advantage at the time were the best rates. My wife was asked for more i.d. Information was not able to open her account and a few days later received a letter from Virgin declining her and account. The letter made reference to check with credit reference agencies as to why she may have been turned down. Given our ratings I wrote a letter of complaint and asked for an explanation. So far four letter around 4 weeks apart keep asking for more time to investigate. They have not responded to the mail on Sunday or Resolver as to why. So far my wife has lost £120 in interest and as Martin states it is not a good idea to try to open multiple accounts at the same time. Still waiting now not responding to mails or phone calls. Probably the worst customer service of any banks we have dealt with.

Band7

Virgin, like any other provider, are under no obligation to provide anyone with an account - - with the possible exception of a basic current account to people who otherwise are unable to get a current account. It is clear from your post that your wife doesn't fall into this category. 

Getting declined because they couldn't ID you electronically can have some simple explanations, such as minor discrepancies in the name and address held on the CR files and those used in the application. Not being mentioned on the Electoral Register can be another reason.

There are a huge number of other providers of current and of savings account, most of them paying better interest than Virgin. Instead of pursuing what might lead to nothing, why not just get a savings account elsewhere?

Regarding the opening of multiple accounts at the same time: the advice against doing so applies to current accounts only, and only if you are planning to apply for a large credit, such as a mortgage, in the next 6-12 months. Otherwise it doesn't matter one iota, and it certainly doesn't matter for savings accounts.

born_again

Weldted said:

My wife and I both attempted to open a Virgin Money current and a saver account. We are both retired and have similar financial position. Neither has any black marks and have 997 out of 999 credit ratings with Experian. Mine was opened straight away and funds deposited to take advantage at the time were the best rates. My wife was asked for more i.d. Information was not able to open her account and a few days later received a letter from Virgin declining her and account. The letter made reference to check with credit reference agencies as to why she may have been turned down. Given our ratings I wrote a letter of complaint and asked for an explanation. So far four letter around 4 weeks apart keep asking for more time to investigate. They have not responded to the mail on Sunday or Resolver as to why. So far my wife has lost £120 in interest and as Martin states it is not a good idea to try to open multiple accounts at the same time. Still waiting now not responding to mails or phone calls. Probably the worst customer service of any banks we have dealt with.

Your score @ Experian means nothing. It is not seen by the bank. 
Sounds like some details given have not matched up with what systems are seeing. So best to check to see if address & history data is correct with Experian. 
Which tie's in with asking for more proof of ID. 

TBH, they do not have to give a reason why they decline a customer. But checking credit ref's is always on a decline letter, in case there is something on them that is not yours. (unknown acc's opened etc)

If they are sending a letter each week, then they are looking at the complaint & keeping you advised, even if it is "More time"

[Deleted User]

Weldted said:

My wife and I both attempted to open a Virgin Money current and a saver account. We are both retired and have similar financial position. Neither has any black marks and have 997 out of 999 credit ratings with Experian. Mine was opened straight away and funds deposited to take advantage at the time were the best rates. My wife was asked for more i.d. Information was not able to open her account and a few days later received a letter from Virgin declining her and account. The letter made reference to check with credit reference agencies as to why she may have been turned down. Given our ratings I wrote a letter of complaint and asked for an explanation. So far four letter around 4 weeks apart keep asking for more time to investigate. They have not responded to the mail on Sunday or Resolver as to why. So far my wife has lost £120 in interest and as Martin states it is not a good idea to try to open multiple accounts at the same time. Still waiting now not responding to mails or phone calls. Probably the worst customer service of any banks we have dealt with.

Virgin Money is a commercial organisation and isn't obligated to provide accounts. Your wife applied for a product and was declined - She hasn't lost anything. Their mediocre customer service is already a known quantity too.

General_Grant

Weldted said:

My wife and I both attempted to open a Virgin Money current and a saver account. We are both retired and have similar financial position. Neither has any black marks and have 997 out of 999 credit ratings with Experian. Mine was opened straight away and funds deposited to take advantage at the time were the best rates. My wife was asked for more i.d. Information was not able to open her account and a few days later received a letter from Virgin declining her and account. The letter made reference to check with credit reference agencies as to why she may have been turned down. Given our ratings I wrote a letter of complaint and asked for an explanation. So far four letter around 4 weeks apart keep asking for more time to investigate. They have not responded to the mail on Sunday or Resolver as to why. So far my wife has lost £120 in interest and as Martin states it is not a good idea to try to open multiple accounts at the same time. Still waiting now not responding to mails or phone calls. Probably the worst customer service of any banks we have dealt with.

As it was your wife who was declined an account, why did you write a letter?

Perhaps you helped your wife to write her letter.

In fact if the letter did go out over your signature, then Virgin shouldn't have been replying to you, unless you have PoA.