Virgin Money Payment delays.

Ventis_Secundis

Hi

New member here and I'm in a bit of dilemma so hope someone can point me in the right direction.

My wife and I have an ISA with Virgin Money from which we both take a regular payment.  Unfortunately the most recent payments (Easter Bank Holiday) have not been received by us.  We have contacted them by all methods but they either do not reply, or tell us that someone will soon, which they don't?  I've even contacted the CEO, very politely, and asked for his help.  I was put in touch with someone who again either does not reply, or tells me it's another department but not which department and they'll be in touch soon but they don't.  It has now been nearly 3 weeks and we are both becoming rather exacerbated and frustrated as to the lack progress.

I understand they've had problems since the Easter Bank Holiday but they say these are now resolved?

All we would like is for them to advise us when the problem will be solved and solve it.

Is this happening to anyone else or can any one give me some pointers as to how we can resolve it?

Thank you in anticipation.

eskbanker

Ventis_Secundis said:

My wife and I have an ISA with Virgin Money from which we both take a regular payment.  Unfortunately the most recent payments (Easter Bank Holiday) have not been received by us.

I don't recall seeing any recent reports of widespread VM payment issues - how exactly are the payments 'taken/received', i.e. is this some sort of scheduled automated withdrawal or manual, and to which account do they go?  Are you able to see the money leaving the VM ISA in the normal way on transaction listings?

Ventis_Secundis

eskbanker said:

Ventis_Secundis said:

My wife and I have an ISA with Virgin Money from which we both take a regular payment.  Unfortunately the most recent payments (Easter Bank Holiday) have not been received by us.

I don't recall seeing any recent reports of widespread VM payment issues - how exactly are the payments 'taken/received', i.e. is this some sort of scheduled automated withdrawal or manual, and to which account do they go?  Are you able to see the money leaving the VM ISA in the normal way on transaction listings?

We take the dividend payments every 6 months paid into our accounts, they've never been any delay whatsoever in the past.  Repeated requests to them are either passed to the "complaints team" or ignored.  They say they will reply in 2 working days which they don't, so I have had to chase them repeatedly, when they do reply they say they are looking into it.

I'm now getting even more concerned as I need to make a withdrawal and I have no confidence that I will be able to.

Strange and very frustrating to say the least.

xylophone

Do you mean that you have a Virgin Stocks and Shares ISA ?

Do you have on line access?

Ventis_Secundis

xylophone said:

Do you mean that you have a Virgin Stocks and Shares ISA ?

Do you have on line access?

It is and yes.

Ventis_Secundis

Well they've finally said they are looking into it and will reply soon.

Well that's progress at least. Soon though; wonder what that means?

xylophone

You and your wife have income bearing investments in your ISAs.

You have given instructions for this income to be paid out every six months?

This arrangement has been in place for a number of years and never failed before?

It has failed for both you and your wife at the end of the latest six month period.

You can both see when checking on line that the income is still within your accounts?

Ventis_Secundis

Now sorted.

dsquared22

Ventis_Secundis said:

Now sorted.

I'm experiencing a similar delay with income due to be received and reinvested on 15th May. Can I ask where the problem lay with Virgin and how it was resolved. Was it a delay to payments for all customers and it eventually processed automatically but in slower time. That is was it a case of just needing to wait longer or was it a problem specific to your account and you needed to get something changed and initiated? Wondering whether I need to phone them or just wait and it'll happen. Thanks.

xylophone

https://forums.moneysavingexpert.com/discussion/comment/80792232/#Comment_80792232

dsquared22

I phoned this morning and was told it would be up to ten working days late due to a technical fault. I asked whether it would be a regular pattern to pay a few days after the date and was told hopefully not but no promises etc. I found Customer services very helpful.