Virgin Money Cash ISA transfer

isasmurf

Ocelot said:

That's really weird so many people are having problems with Virgin Money. As I mentioned earlier, my ISA transfer was completed in 2 days. Luck of the draw, maybe.

Yours was an external transfer by electronic means with which there are no delays. Falafel went through quickly as they did a full internal transfer as part of the application process. Where people are having problems is where the transfer has to be done by secure message, which includes people exercising their cooling off rights. It seems that Virgin are struggling, in part, because a much higher than usual number of people are abusing the cooling off right for a purpose it wasn't intended for. 

steveksullivan

@ashteadgirl @intalex @savit4l8er @inspectorperez

For anyone who was following the sorry saga of my issues 522-528-532 transfers ....

The final ISA transfer from issue 528 to 532 (which was missed by the transfer team .... they only acted on 522-528...) happened on 16th November  - was promised backdated interest in the overnight update that night ... and promised a call back from CS rep.

No interest   .... no call back ....

Gave it until today, called again (ONLY a 40 minute wait today ....!) raised 3rd complaint ...

Accepted £50 compensation and backdated interest to 20th October to be paid 30th November for THIS issue,  but they wouldn't/couldn't pay a small amount extra to draw a line under the other two complaints, because they are with the complaints team who dont work Sundays !

5 weeks and counting from 1st complaint ....

ForumUser7

steveksullivan said:

@ashteadgirl @intalex @savit4l8er @inspectorperez

For anyone who was following the sorry saga of my issues 522-528-532 transfers ....

The final ISA transfer from issue 528 to 532 (which was missed by the transfer team .... they only acted on 522-528...) happened on 16th November  - was promised backdated interest in the overnight update that night ... and promised a call back from CS rep.

No interest   .... no call back ....

Gave it until today, called again (ONLY a 40 minute wait today ....!) raised 3rd complaint ...

Accepted £50 compensation and backdated interest to 20th October to be paid 30th November for THIS issue,  but they wouldn't/couldn't pay a small amount extra to draw a line under the other two complaints, because they are with the complaints team who dont work Sundays !

5 weeks and counting from 1st complaint ....

@steveksullivan

About the complaints team, good luck... 19 weeks since mine was raised and it is still not with a case handler even though this should happen within 8 weeks... I just keep getting holding letters!

ashteadgirl

steveksullivan said:

@ashteadgirl @intalex @savit4l8er @inspectorperez

For anyone who was following the sorry saga of my issues 522-528-532 transfers ....

The final ISA transfer from issue 528 to 532 (which was missed by the transfer team .... they only acted on 522-528...) happened on 16th November  - was promised backdated interest in the overnight update that night ... and promised a call back from CS rep.

No interest   .... no call back ....

Gave it until today, called again (ONLY a 40 minute wait today ....!) raised 3rd complaint ...

Accepted £50 compensation and backdated interest to 20th October to be paid 30th November for THIS issue,  but they wouldn't/couldn't pay a small amount extra to draw a line under the other two complaints, because they are with the complaints team who dont work Sundays !

5 weeks and counting from 1st complaint ....

Thank you so much for your update. Hopefully my transfer will happen soon. Will start yet another complaint if not I am absolutely flabbergasted how useless this company is now. previously found them ok  but with the rider never had to instigate movement of money by their rubbish secure message system.  Good luck to all others in the middle of this mess.

intalex

steveksullivan said:

@ashteadgirl @intalex @savit4l8er @inspectorperez

For anyone who was following the sorry saga of my issues 522-528-532 transfers ....

The final ISA transfer from issue 528 to 532 (which was missed by the transfer team .... they only acted on 522-528...) happened on 16th November  - was promised backdated interest in the overnight update that night ... and promised a call back from CS rep.

No interest   .... no call back ....

Gave it until today, called again (ONLY a 40 minute wait today ....!) raised 3rd complaint ...

Accepted £50 compensation and backdated interest to 20th October to be paid 30th November for THIS issue,  but they wouldn't/couldn't pay a small amount extra to draw a line under the other two complaints, because they are with the complaints team who dont work Sundays !

5 weeks and counting from 1st complaint ....

So they backdated the interest after follow-ups, but more importantly, was the opening deposit into the new account also backdated to 20 October or left as 16 November? Presumably this is the date from when they will apply the new 14-day cooling off period.

xylophone

 To my relief, my ISA transfer from Yorkshire BS to the Virgin 3% ISA was efficiently handled - completed in around five working days.

xylophone

Feeling more positive about Virgin (see above and previous posts

https://forums.moneysavingexpert.com/discussion/6401740/virgin-money-cash-isa-transfer/p2)



 I suggested to my relative that he might like to consider opening an M Plus account so as to be able to take advantage of an ISA transfer to the 3% product.

Remembering that as a former Yorkshire Bank current account holder he was likely to encounter the "you look familiar" message,

see

https://forums.moneysavingexpert.com/discussion/comment/79625100/#Comment_79625100

I suggested that if he had them, he should use his old details.

He did have them, used them successfully and a six digit code was sent to his mobile phone to enable him to continue with his application.

He input the code and good as gold, up came his application all pre filled with the information held for him, (name/ address/DOB/ e-mail/ mobile number).

He checked that all was correct (it was indeed) and pressed continue.

Up came an error message to say that he needed to ring Virgin as some part of the information supplied was not correct - that information was stated to be the mobile number!

Yes, that's right folks. the mobile number to which the code he had just input was sent!

Cue phone call (25 minute wait) to Virgin - he spoke to a customer service rep from the technical team and explained the problem.

She told him that the pre filled number on the form required the addition of an additional digit - a 0 between the international code and the actual mobile number.

She tried  to insert it and failed, asked him to try to insert it (he did and he couldn't) and finally said that she would pass him to a member of another team who could help.

Cue another twenty five minutes plus of waiting and he simply gave up for the day.....

Aargh!

savit4l8er

Well they might not be performing well in some areas but...

Virgin Money reported pre-tax profit of 595 million pounds ($703 million) for the year to September, up 43% from 417 million the prior year.

steveksullivan

savit4l8er said:

Well they might not be performing well in some areas but...

Virgin Money reported pre-tax profit of 595 million pounds ($703 million) for the year to September, up 43% from 417 million the prior year.

Yes I saw this !!! Shame they don't spend some of it on some more CS reps !!!!

xylophone

She tried  to insert it and failed, asked him to try to insert it (he did and he couldn't) and finally said that she would pass him to a member of another team who could help.

Cue another twenty five minutes plus of waiting and he simply gave up for the day.....

Very mysterious -  relative tells me that despite the fact that he never managed to speak to the member of the other team, when he logged into his saved application this morning, the necessary amendment to the mobile number had been made and he was able to open the new current account and organise an ISA transfer.....

Things are looking up?