Virgin Money Cash ISA transfer

nomorekids

I m just as frustrated as everyone with Virgin, I tried to get through on the telephone to actually cancel an ISA transfer away from virgin elsewhere and completed a virgin application and transfer internally to a 1 year fix. Telephone contact was hopeless, I tried for days and sent upteen secure messages. The other ISA provider even contacted us to say they were powerless not to receive the funds and to urgently get hold of Virgin if I wanted to cancel the ISA transfer. I did again by secure message.

Guess what, isa transfer went through to the new provider and all the secure messages have been deleted from my messages list . Put in a formal complaint and not heard a bean

MiserlyMartin

Its very difficult to get through to Virgin normally, not just when they have a market leading ISA on the go. 55 minutes on hold seems to be the norm. I also experienced delays with an ISA transfer out. Invest Engine blamed Virgin, Virgin blamed Invest Engine. Round in circles.... With multiple offices and multiple phone numbers and log in sites, nobody seems to know what is going on, even their staff

savit4l8er

MiserlyMartin said:

Its very difficult to get through to Virgin normally, not just when they have a market leading ISA on the go. 55 minutes on hold seems to be the norm. I also experienced delays with an ISA transfer out. Invest Engine blamed Virgin, Virgin blamed Invest Engine. Round in circles.... With multiple offices and multiple phone numbers and log in sites, nobody seems to know what is going on, even their staff

Whilst I have not had any significant issues with them, I have had minor ones which coincidentally happened within a short time of the takeover. 
Prior to that, I found VM to be superior to their main competition.  That was the whole idea of Virgin, to be better. 
It now appears that since the name has fallen into the hands of a "regular bank" , the  standards of operation have deteriorated to that of the owners and on par with the rest.  

Has anyone else noticed this decline in service rather than just what they are experiencing now? 

ForumUser7

steveksullivan said:

OK

intalex said:

steveksullivan said:

steveksullivan said:

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 ....

Again quoting my own post  - with further update ...... (see bold above)

5 WORKING days on (which was the timescale I was given for payment .....) and £50 compensation still not received ......

Phoned again ....He wasn't able to tell me why or confirm timescales for payment.

Quick straw poll : Who has any confidence that they will actually calculate the

backdated interest and pay it correctly on 30th ?

another complaint due to having had to make yet ANOTHER call with all the associated wait times.

Can anyone remind me do Virgin pay interest during the day on last day of month or overnight?

So keen to check this interest and hopefully draw a line under the whole sorry affair ....

(Well, nearly - email to CEO drafted and will be sent when I know the result of the interest ......)

I think it was credited on the 1st with a transaction date of the 31st, can't remember if this was under the uncleared or future transactions tab or the main transactions tab.

OK .... Surprise surprise the interest hasnt arrived .... this is now getting BEYOND, beyond a joke.......

I have an email drafted to the CEO but unlike other organisations I am struggling to find an email address for him ....can anybody help????

David Duffy CEO Virgin money ....

Otherwise they will treat it as ANOTHER complaint with the associated 8 week lead time .....

Thanks for any help .... looking forward to another hour on the phone ......

@steveksullivan I think Virgin Money are approx 5 months behind. Both me and another forumite have had our complaints assigned to handlers approx 5 months after raising complaints... I was going to email David Duffy but I thought I would confirm first it had not been assigned yet - thankfully it has. Hopefully the assigned case handler investigates it promptly.

beefturnmail

Like others on here, I am having trouble transferring away from a Virgin Cash ISA.  Trying to transfer into a Charter fixed rate and received a letter today (dated 30 November) from Charter saying they've had to cancel as Virgin cannot 'find' the account.   I suppose there's a chance I put the wrong account details on the form, but this is unlikely.  

If there are problems with an ISA transfer, is it possible to go through the new provider (Charter in this case) - in the same way that in the days when energy supply transfers were a thing, your new provider would handle it all?   Don't really want to raise a complaint with Virgin, which then goes into a black hole and by which time I'll have lost the Charter account (I have to fund within 3o days and the rate has already reduced on new subscriptions)!

ForumUser7

beefturnmail said:

Like others on here, I am having trouble transferring away from a Virgin Cash ISA.  Trying to transfer into a Charter fixed rate and received a letter today (dated 30 November) from Charter saying they've had to cancel as Virgin cannot 'find' the account.   I suppose there's a chance I put the wrong account details on the form, but this is unlikely.  

If there are problems with an ISA transfer, is it possible to go through the new provider (Charter in this case) - in the same way that in the days when energy supply transfers were a thing, your new provider would handle it all?   Don't really want to raise a complaint with Virgin, which then goes into a black hole and by which time I'll have lost the Charter account (I have to fund within 3o days and the rate has already reduced on new subscriptions)!

I guess maybe the first thing to do would be contact Charter to check the account details you put on the form. This is unlikely to be wrong as you’ve said but if there is any chance it is worth eliminating

inspectorperez

Given the plethora of anecdotes on this platform as well as Trustpilot, on a daily basis, it would be very reassuring to have confidence that a proactive regulator would take notice, and divert audit resources accordingly.

I suspect this is entirely wishful thinking on my part and this type of abysmal performance will by default be permitted to continue until a major wheel eventually comes off.

Personally I am reconciled now with the prospect of withdrawing my Virgin ISA altogether at maturity and sacrificing the ISA wrapper despite the tax consequences of doing so.

beefturnmail

Thanks, I'm not too impressed with the letter from Charter - it reads as them very much trying to wash their hands of it and saying I should speak to Virgin and/or post Charter a new form.  

The way I read the rules, is that a Charter should be handling the transfer not leaving me, the consumer, to sort out any problems, even if the fault does lie with Virgin.  So I think I'll go through Charter, and if necessary, their complaints; rather than Virgin

rallycurve

ForumUser7 said:

steveksullivan said:

OK

intalex said:

steveksullivan said:

steveksullivan said:

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 ....

Again quoting my own post  - with further update ...... (see bold above)

5 WORKING days on (which was the timescale I was given for payment .....) and £50 compensation still not received ......

Phoned again ....He wasn't able to tell me why or confirm timescales for payment.

Quick straw poll : Who has any confidence that they will actually calculate the

backdated interest and pay it correctly on 30th ?

another complaint due to having had to make yet ANOTHER call with all the associated wait times.

Can anyone remind me do Virgin pay interest during the day on last day of month or overnight?

So keen to check this interest and hopefully draw a line under the whole sorry affair ....

(Well, nearly - email to CEO drafted and will be sent when I know the result of the interest ......)

I think it was credited on the 1st with a transaction date of the 31st, can't remember if this was under the uncleared or future transactions tab or the main transactions tab.

OK .... Surprise surprise the interest hasnt arrived .... this is now getting BEYOND, beyond a joke.......

I have an email drafted to the CEO but unlike other organisations I am struggling to find an email address for him ....can anybody help????

David Duffy CEO Virgin money ....

Otherwise they will treat it as ANOTHER complaint with the associated 8 week lead time .....

Thanks for any help .... looking forward to another hour on the phone ......

@steveksullivan I think Virgin Money are approx 5 months behind. Both me and another forumite have had our complaints assigned to handlers approx 5 months after raising complaints... I was going to email David Duffy but I thought I would confirm first it had not been assigned yet - thankfully it has. Hopefully the assigned case handler investigates it promptly.

I have an open complaint with them since late May, I receive letters every 4/5 weeks saying that they are sorry and that that is not the level of service they expect to provide blah blah blah. I'm giving up with them

rallycurve

beefturnmail said:

Like others on here, I am having trouble transferring away from a Virgin Cash ISA.  Trying to transfer into a Charter fixed rate and received a letter today (dated 30 November) from Charter saying they've had to cancel as Virgin cannot 'find' the account.   I suppose there's a chance I put the wrong account details on the form, but this is unlikely.  

If there are problems with an ISA transfer, is it possible to go through the new provider (Charter in this case) - in the same way that in the days when energy supply transfers were a thing, your new provider would handle it all?   Don't really want to raise a complaint with Virgin, which then goes into a black hole and by which time I'll have lost the Charter account (I have to fund within 3o days and the rate has already reduced on new subscriptions)!

I have a similar experience transferring away form Virgin Money. Shawbrook only said they were unable to proceed with the transfer in request and advised to contact Virgin Money for further details. 

I sent Virgin Money a secure message and they replied saying that most likely my details on Shawbrook don't match theirs and to review them. I only transferred from Virgin to Shawbrook back in October no problem with same personal details. I've enquired about the real reason for the transfer to be rejected, surely they should know and not just guess?

But seeing your report of a similar thing, I can't help but think they are holding transfers out for no apparent reason. Maybe they want to reach the end of year with our money to make up their accounts or something? it is either that or they are truly inept.

Definitely VM is not what used to be