Virgin Money Headstart a/c

SevenOfNine

Not a lot of point in Virgin Money offering a Headstart a/c when they clearly don't have the staff, or the inclination, to open 2 accounts for customers!

Some time ago I rang to ask if I could transfer existing Virgin Young Saver accounts into Headstart a/c's. Told no, have to open Headstart like a new customer first.  Even then there would be no-one in the local branch who can complete the opening, but they'll call another branch to confirm sight of all the required ID documents & they will complete the opening (or something similar & not exactly straightforward).

Finally get everything together, (I'm to be trustee for 2 grandsons a/c's who live 3 hours away, taken a while to get original ID for them), & request an appointment. I get a call back & give some info, names, DoB, home addresses etc, & told 'someone' will call me back.

Silence! 5 working days have past & I've heard nothing.  Doesn't inspire confidence whatever the interest rate. Has anyone actually managed to open any Headstart a/c?  I've just noticed withdrawal from a Headstart can be done in branch, except our local branch is "closed except for appointments" - I don't think some 'working from home' actually works.

dukey87

I would be interested to know if you’ve had a response. I went into store to ask where my phone call was to setup. They are very busy (looking around branch was empty lol). They took scans of my documents and took some details down while i was there but told me i needed to come back to complete rest of the process (which for 2 accounts should take 90mins). Looking back on the website it seems like its been taken away? I hope when i go back i can still setup the account in a few weeks time. The earliest appointment i could get.

Ed-1

dukey87 said:

I would be interested to know if you’ve had a response. I went into store to ask where my phone call was to setup. They are very busy (looking around branch was empty lol). They took scans of my documents and took some details down while i was there but told me i needed to come back to complete rest of the process (which for 2 accounts should take 90mins). Looking back on the website it seems like its been taken away? I hope when i go back i can still setup the account in a few weeks time. The earliest appointment i could get.

I was in branch to open this on Friday. The account was pulled on Friday morning. The branch staff said they've been told not to book anyone else in to open this account and anyone with an appointment after a "certain date" has to bring it forward as no applications will be possible after whatever that date is.

SevenOfNine

After posting here I applied again on-line for a telephone appointment, my intention was to ask why I was still waiting for my branch appointment to be set up as I'd given some info over the 'phone already for 2 accounts.

To be fair they did call back later that day from a town about 35 mins away, & I've gave me a local branch appointment for 17th, they'll check my documents locally, phone the other branch & that branch will complete the accounts set up!

I hope.

hc5dmi

I had an absolute headache too, saying only certain advisers were able to make the account opening appointment.  The branch was quiet with plenty of staff doing little.  The book appointment service online was being neglected, no-one getting back to me.  Initial appointment there systems were down and second appointment took far too long as I was already an existing customer.  They ignored my complaints so I went to the ombudsman service.  The ombudsman service take far too long to reply too but luckily I got sorted with being persistent against Virgin direct and was compensated £50.  

hufc2002

I have an appointment on 08/12 to open two Headstart accounts.  I called in branch yesterday to check if this will still go ahead as the product has been pulled and their response was that they are honoring appointments.

xylophone

It could be worse - just imagine the worry caused to this unfortunate soul.

https://www.thisismoney.co.uk/money/experts/article-11456635/SALLY-SORTS-Virgin-Money-339k-savings-transfer-vanish.html

hufc2002

I opened two of these accounts yesterday.

ZeroSum

I'm still waiting for a call back from 5 months ago as had same issues as OP that only a 'specialist' was allowed to open them & they weren't around.

Ended up taking the hit on a slightly lower rate at the building society 

SevenOfNine

ZeroSum said:

I'm still waiting for a call back from 5 months ago as had same issues as OP that only a 'specialist' was allowed to open them & they weren't around.

Ended up taking the hit on a slightly lower rate at the building society 

I think I might have done that as well, when it's all so vague it's pretty off-putting. Unfortunately, there are very limited options for the amounts I wanted to transfer in.  All a bit haphazard in the store, conference call went well, but can't say it all filled me with confidence!

Promise of emailed paperwork ended up just a load of basic T&C's, so good job I'd written down the A/C numbers, sort codes & customer numbers. Even when I asked about those I got "you'll receive monthly statements & the children can access the A/Cs with the Virgin app"..........yes, BUT NOT IF WE DON'T KNOW THE A/C & CUSTOMER NUMBERS!!!!

It was like pulling teeth. 

Drillsmills

Couldn't agree more, I tried to get an appointment which took 3 weeks. When I arrived at the (empty) branch they were not ready and had to patch in another lady over the phone to open the account, this all took 45 minutes.
I was told the account details would be sent by email but received nothing.
After 3 weeks I wrote to complain and heard nothing for 6 weeks.
I received a letter stating I would get a reply in 4 weeks, so I called and was told they would get the branch to call me with the account number.
2 days later I got the numbers and funded the account but wanted a reply to the complaint.
Now it's over 3 months and I have had 5 letters each saying we will get back to you.
As soon as I find a new account I'll be moving away.
Shocking service.