Issue transfering ISA from Virgin Money to Barclays

Tharweb

I'm just wondering if anyone else has had an issue transfering from their Virgin Money Exclusive Flexi ISA2 to the Barclays Fixed term Cash ISA.

I only realised today that my transfer has been rejected this morning when I found the following letter dated 20 December 22, in my on line documents

"Unfortunately, virgin money have informed us that they are unable to process your transfer, and they have provided us with the following reason:

virgin money are unable to locate the account you’ve asked to transfer to Barclays.

As part of your cash ISA transfer application, we recorded the following account details. Please check these details with virgin

money before we attempt to process the transfer again.

Sort Code: 05-00-05

Account Number: ****9276

Roll/RefNumber: 99999999

What you need to do

If you have checked the details that we have recorded and these are correct then please contact virgin money in the first instance. They will be able to give you more information on why they are unable to process your cash ISA transfer, and will be able to correct or update any information they hold for you and your cash ISA.

Please contact us on 0800 096 8293* once you are ready for us to resume the transfer of your cash ISA to Barclays. If you need to change any details in your transfer request we will update the information before we re-send it to virgin money.

If we do not hear from you within five working days we will assume that you no longer wish to proceed with your cash ISA transfer, and we will take no further action."

My partner also requested a transfer and received the same letter. There is no way the account numbers are incorrect. As for the roll number, when requesting the transfer, I was asked if I had a sort code and account number, or a roll number, as I had a sort code and account number, that's what I selected. As you can see, the Barclays letter shows the roll number as 99999999, which is not something I gave.

I have 5 working days to contact Barclays, and due to the Christmas break, I make the last day as tomorrow, the first day the banks are open after the holidays, so I'll be on the blower first thing.

I'm thinking I can't be the only person with this issue, anyone?

Aidanmc

Yes, i've had issues.

When choosing your current provider, i think you need to state 'Yorkshire Bank' instead of Virgin

How can I transfer my Flexi Cash ISA to another provider? 

We’d be sorry to see you go but if you want to transfer your ISA to another provider, they’ll ask you to complete an ISA Transfer Authority Form. They’ll then contact us to arrange the transfer.

Please refer to the sort codes below before selecting your existing provider on the Authority Form.

For Sort codes starting with 05 please choose Yorkshire Bank.

For Sort codes starting with 82 please choose Clydesdale Bank.

My thread from earlier https://forums.moneysavingexpert.com/discussion/6411387/no-account-found-isa-transfer-issue#latest

Tharweb

Thank you so much! I know they "masquerade" under different names, but didn't realise it would be up to me to choose the correct guise. I'll get on to Barclays tomorrow and get them to retry using Yorkshire Bank.

Expotter

I have had exactly the same letter you received, dated the 30th Dec and only found out today. Did you ever try and submit the request again using Yorkshire Bank instead and did it work? 

guli

I've this exact issue too!!!!!!!

DIXIE_2

Same problem, similar letter.  Phoned Virgin help line this morning who confirmed that I had supplied the correct account number, so didn't understand why application had been rejected.  Lady would contact ISA team - but by the time they get back to me Barclays will have assumed I don't want to continue!

Barclays were more helpful, suggesting that sometimes ISA providers use a central sort code.  Pity Virgin is unable to put 2 & 2 together and realise what is happening... wonder why!?

Thanks to Aidanmc for explanation.  

subjecttocontract

My Virgin ISA sort code starts with 08.......does that mean my account is with someone else ?

Aidanmc

subjecttocontract said:

My Virgin ISA sort code starts with 08.......does that mean my account is with someone else ?

If you google the sort code, you can find out what bank it is

DavidT67

Virgin Money is a brand, it was acquired by CYBG plc in 2019,

 there are at least three different banking systems below the surface with 05 , 08 and 82 sort codes. 

Clydesdale, Yorkshire and another ?, each with different login processes.

subjecttocontract

My 08 sort code says it's a Virgin ISA......

I have no idea how to 'Google the sort code'.
My only interest is that when, in the future, I come to transfer it to another provider I don't want them to tell me it's with someone else. 

We have had quite a few cash ISAs with Virgin over the years and never had a problem with transfers.

The log in for the ISA is a different process than for a Virgin current account.      How confusing !!!!

ForumUser7

subjecttocontract said:

My 08 sort code says it's a Virgin ISA......

I have no idea how to 'Google the sort code'.
My only interest is that when, in the future, I come to transfer it to another provider I don't want them to tell me it's with someone else. 

We have had quite a few cash ISAs with Virgin over the years and never had a problem with transfers.

The log in for the ISA is a different process than for a Virgin current account.      How confusing !!!!

https://www.sortcodes.co.uk/sort-code-checker