Virgin Money Rant

littlemoney

I'm having problems accessing my  Virgin Money account as unable to remember password (at not what I thought it was) and never used the debit card so not sure where it is.

Without debit card I can't reset my password. It was suggested I take 2 peices of ID into a Virgin Money store to unlock account. The nearest is 100 miles away since they closed my local one. It took 3 different calls to find someone who could send me another debit card, in 5 to 7 days.

There was no joined up thinking by the all staff who I spoke to or waited to answer the phone. 90 minutes of my life I will not get back. The first call handler only said that without my debit card number they could not help, and that was that. Not impressed.

It was also suggested that I write down all my security details, something that is normally advised against.

mebu60

If you do write anything down, do it as a form of reminder to yourself to trigger the relevant information rather than writing down any actual security details. If you can mislay a debit card then you don't want critical data lying around! 

pramsay13

To be fair you've forgotten your password and lost your debit card so I would expect it to be at least a little bit tricky to gain access to your account. 
It sounds as though you got there in the end so well done. 

LinLui

You genuinely think someone who doesn't know the password,  and didn't have you debit card,  should be able to access your money just because they said they were you with no evidence? I don't think it was Virgin who lacked joined up thinking. 

littlemoney

I think what annoyed me was the first person was asking for all my accounts details and it wasn't till the end that even with all that information they couldn't do anything and I needed to replace the debit card and they would transfer me to someone who could do that.

 If they had told me in the first place I needed the debit card details, either on phone or on web site I would have been satisfied.

Hoenir

littlemoney said:

I think what annoyed me was the first person was asking for all my accounts details and it wasn't till the end that even with all that information they couldn't do anything and I needed to replace the debit card and they would transfer me to someone who could do that.

Everybody starts somewhere in their job. 

sheramber

littlemoney said:

I think what annoyed me was the first person was asking for all my accounts details and it wasn't till the end that even with all that information they couldn't do anything and I needed to replace the debit card and they would transfer me to someone who could do that.

 If they had told me in the first place I needed the debit card details, either on phone or on web site I would have been satisfied.

Perhaps they did not find out they could not access the account until they had tried with the information tou gave them. 

HampshireH

I have a virgin account and last weekend it wasn't let me login (i knew my details).

If you have set up telephone banking as well as Internet banking you can bypass it, use your telephone banking code and reset your password that way.

I know because I dont have a debit card (don't ever recall getting one and I've never needed one) and the system was locking me out because their website is awful and kept going round in a loop.

The website asks you for debit card or banking passcode to change password.

After 15mins of troubleshooting on the phone to them this was the workaround because even they had no idea why it wasn't accepting the info being provided. It also kept crashing which didn't help.

flaneurs_lobster

littlemoney said:

I'm having problems accessing my  Virgin Money account as unable to remember password (at not what I thought it was) and never used the debit card so not sure where it is.

A password manager would be useful. They usually have a Notes section for information like "debit card is in the sock drawer" too.