Virgin will not provide access to statements

wmeg22

Need help!

3 years ago we moved abroad. We had a small balance on a Virgin credit card and used it abroad initially after our move. Two years ago we decided to pay it off in full. We had access to the account online and sent the total owing to our U.K. current account but my husband forgot to actually go pay it off. We only discovered this last week as I was just checking the U.K. account (which we never use) and discovered there were hundreds of pounds in our current account, which I was not expecting. We then realised our error, and as we have a direct debit to pay the minimum owing on the card, the amount we sent to pay it in full has dwindled over the two year (crushing I know!!)

Now, we contacted Virgin because we can no longer log in using the website, it wants us to use the app, but we cannot download it abroad as it isn’t in our App Store. Also, even if it was, they only send verification codes to U.K. mobiles. So we called to find out the outstanding balance. It is more than we originally sent to pay the card off two years ago, and as we have not been using the card, and have been paying the minimum balance, this caused us concern.

We asked for statements, but they:
1) Cannot mail them as they will not accept an address change without verifying identity through the app
2) Cannot email them due to lack of security using email
3) Cannot log us in to the app

They offered to send them to any other U.K. address, but we have not got someone we feel comfortable sending this mail to, and it seems a sketchy plan to me. Additionally, they say they send a new card to our old address, which we obviously never received.

I have cancelled my direct debit because I’m now worried that not all the transactions were ours, and after 90 minutes on the phone they don’t really give a hoot and just want us to pay the full balance. 

What can I do? Should I just pay it? We have not missed a payment in these three years.

[Deleted User]

The amount owed would go up substantially if you've only paid the minimum balance.

A replacement card would not work either chip & pin or contactless without knowing the correct pin. Most online transactions now require an sms or mobile app to authorise or they're declined. 

All in all, I'd be inclined to at the least, pay off what you originally intended and confirm with them if remainder is interest. If so, then get them to confirm what is owed to pay and close the account.

Draw a line under the forgotten payment mishap and enjoy your new life. 

eskbanker

Deleted_User said:

The amount owed would go up substantially if you've only paid the minimum balance.

No, even minimum repayments should reduce the monthly balance (excluding any new spend), as they're required to be at least 1% of the balance as well as the interest and fees, as per https://www.handbook.fca.org.uk/handbook/CONC/6/7.html

a firm must set the minimum required repayment under a regulated credit agreement for a credit card or a store card at an amount equal to at least that amount which repays the interest, fees and charges that have been applied to the customer's account, plus one percentage of the amount outstanding.

born_again

wmeg22 said:

Need help!

3 years ago we moved abroad. We had a small balance on a Virgin credit card and used it abroad initially after our move. Two years ago we decided to pay it off in full. We had access to the account online and sent the total owing to our U.K. current account but my husband forgot to actually go pay it off. We only discovered this last week as I was just checking the U.K. account (which we never use) and discovered there were hundreds of pounds in our current account, which I was not expecting. We then realised our error, and as we have a direct debit to pay the minimum owing on the card, the amount we sent to pay it in full has dwindled over the two year (crushing I know!!)

Now, we contacted Virgin because we can no longer log in using the website, it wants us to use the app, but we cannot download it abroad as it isn’t in our App Store. Also, even if it was, they only send verification codes to U.K. mobiles. So we called to find out the outstanding balance. It is more than we originally sent to pay the card off two years ago, and as we have not been using the card, and have been paying the minimum balance, this caused us concern.

We asked for statements, but they:
1) Cannot mail them as they will not accept an address change without verifying identity through the app
2) Cannot email them due to lack of security using email
3) Cannot log us in to the app

They offered to send them to any other U.K. address, but we have not got someone we feel comfortable sending this mail to, and it seems a sketchy plan to me. Additionally, they say they send a new card to our old address, which we obviously never received.

I have cancelled my direct debit because I’m now worried that not all the transactions were ours, and after 90 minutes on the phone they don’t really give a hoot and just want us to pay the full balance. 

What can I do? Should I just pay it? We have not missed a payment in these three years.

https://www.moneysavingexpert.com/news/2021/01/virgin-money-shuts-online-credit-card-services/



So you moved 3 years ago & failed to tell them that you were no longer living in the UK. So just where did you think cards & mail from them would go?

No wonder they want to verify who you are.

Not a good move to cancel DD. That will lead to defaults on your CRA, should you ever return to the UK.

Hope you told your bank as well.

wmeg22

I guess I never thought to change the address at the time because our plan had been to pay the account and close it, which we clearly bottled, I know. Of course our banks do have our addresses abroad, but our statements are all online and I rarely check them, which is why it took me so long to discover our error. 

I am happy to verify our identity, but they say there is no way to do so, so now what?

born_again

Did you ever make a bank payment to the CC?

If you did. Find the balance & send a payment. But be aware there could well be trailing interest.

Or many banks do have lists of accounts these payments go to, just need to add your card number as reference.

cymruchris

Does the outstanding balance on the credit card total an amount you'd reasonably expect it to be, based on the balance when you left it, and having made all those minimum payments? If it is then I'm sure you could make a manual payment.

If the credit card itself is still active - and you have all the details (Or any other valid UK debit or credit card) - it is possible to change your apple store region once a month, as I used to do it when living in Malaysia, and wanting to download UK apps. You can go in and change your 'home country' update with a valid credit card, download what you want, and then a month later swap back to wherever you are. For that in-between period, you won't be able to download your current region 'new' apps, but once a month has passed you can revert to where you are.

If you have friends that could receive a OTP rather than giving them access to all of your statements by post could be a better option? (Or a friend could post you a UK PAYG simcard so that you could receive a OTP wherever you are in the world)

There's always a way if you're determined to get the info.

wmeg22

cymruchris said:

Does the outstanding balance on the credit card total an amount you'd reasonably expect it to be, based on the balance when you left it, and having made all those minimum payments? If it is then I'm sure you could make a manual payment.

If the credit card itself is still active - and you have all the details (Or any other valid UK debit or credit card) - it is possible to change your apple store region once a month, as I used to do it when living in Malaysia, and wanting to download UK apps. You can go in and change your 'home country' update with a valid credit card, download what you want, and then a month later swap back to wherever you are. For that in-between period, you won't be able to download your current region 'new' apps, but once a month has passed you can revert to where you are.

If you have friends that could receive a OTP rather than giving them access to all of your statements by post could be a better option? (Or a friend could post you a UK PAYG simcard so that you could receive a OTP wherever you are in the world)

There's always a way if you're determined to get the info.

These are great suggestions, didn’t know that about the Apple Store! Ok thanks, I will try this and hopefully make headway!

DullGreyGuy

Which App Store are you using?

For iPhone I wouldnt take the suggested approach but instead just create a second AppleID setup for the UK, you technically dont even have to add a credit card as you wont be buying anything. You can leave the phone itself logged in with your normal ID but change the log in for the app store alone to the new ID for 10 minutes to install the UK app and then switch it back to your normal one. 

I've various countries IDs set up to get HBO Max (USA), Rappi (Mexico) etc. Where you do want to make App Store payment (eg HBO Max subscription) I just buy a US (etc) Apple Gift Voucher from the relevant countries Amazon, do a switch of appstore ID again and add the giftcard's credit.

If you need a UK mobile number there is always options of friends/family you trust or virtual telephone number providers though a PAYG sim that you slot in occasionally may be cheaper than a virtual number.

born_again

wmeg22 said:

cymruchris said:

Does the outstanding balance on the credit card total an amount you'd reasonably expect it to be, based on the balance when you left it, and having made all those minimum payments? If it is then I'm sure you could make a manual payment.

If the credit card itself is still active - and you have all the details (Or any other valid UK debit or credit card) - it is possible to change your apple store region once a month, as I used to do it when living in Malaysia, and wanting to download UK apps. You can go in and change your 'home country' update with a valid credit card, download what you want, and then a month later swap back to wherever you are. For that in-between period, you won't be able to download your current region 'new' apps, but once a month has passed you can revert to where you are.

If you have friends that could receive a OTP rather than giving them access to all of your statements by post could be a better option? (Or a friend could post you a UK PAYG simcard so that you could receive a OTP wherever you are in the world)

There's always a way if you're determined to get the info.

These are great suggestions, didn’t know that about the Apple Store! Ok thanks, I will try this and hopefully make headway!

While this is a idea. It will require a live card. Given what Virgin said on card going to your old UK address. I hope that they cancelled & have not ordered a new one, till you are fully verified.
Then they may consider sending a new one to you new address. Or simply say "We do not send oversea's" as some do due to cost & not wishing to service non UK customers.

So you will not be able to set up Apple Pay without a valid card number.

gt94sss2

wmeg22 said:

Now, we contacted Virgin because we can no longer log in using the website, it wants us to use the app, but we cannot download it abroad as it isn’t in our App Store. 

Which OS are you using? It should be possible to get around the fact you need to use a different app store..