virgin money account blocked

uncledad

hi

My disabled wife has an account with these,which got locked when they introduced 2FA into the login proceedure.
As she is deaf,she couldnt phone up and request it to be unblocked,which is what virgin said she had to do as its an online saver.
They wouldnt deal with me,until i got a POA for financial affairs,which in itself took around 9months.Once this was lodged onto their system,they did nothing for 2 months,no communication at all.
I then went to their complaints section on their website to lodge a formal complaint.All im getting now (as expected)is automated generic email responses.
Apart from the ombudsman (and i honestly wouldnt hold my breath of them getting any joy),is there any other way i can attack this and access her money and get it out of there?
This is starting to affect us both badly as there's a tidy sum in there.

Thanks

Ayr_Rage

Go to a branch and explain the issue.

Section62

uncledad said:

hi

My disabled wife has an account with these,which got locked when they introduced 2FA into the login proceedure.
As she is deaf,she couldnt phone up and request it to be unblocked,which is what virgin said she had to do as its an online saver.
They wouldnt deal with me,until i got a POA for financial affairs,which in itself took around 9months.Once this was lodged onto their system,they did nothing for 2 months,no communication at all.
I then went to their complaints section on their website to lodge a formal complaint.All im getting now (as expected)is automated generic email responses.
Apart from the ombudsman (and i honestly wouldnt hold my breath of them getting any joy),is there any other way i can attack this and access her money and get it out of there?
This is starting to affect us both badly as there's a tidy sum in there.

Thanks

Have Virgin given you a final ("deadlock") letter?  If so, it might be worth taking your complaint on to FOS.

It it is any comfort, I was asked to provide additional information (when applying for an account) by replying to an email, which went on to say "Do not reply to this email".  The additional information they wanted was personal and sensitive, and email isn't secure.  When I asked them what alternative secure means there were for me to give them what they needed (which is actually just confirming what they already knew) they said "none".  After waiting over 8 weeks for them to deal with this as a complaint they then came up with the suggestion of visiting a branch.  Which is chocolate teapot useless as they have closed all the branches local to me.

As your wife's account is online then a branch probably won't be able to help anyway.

xylophone

Go to a branch

Might be easier said than done  - I used to be within a fifteen minute walk of the branch - now ninety minutes in the car..........

xylophone

You have POA.

https://uk.virginmoney.com/virgin/downloads/add_an_attorney_to_existing_current_or_savings_account.pdf

Voyager2002

How about a 'snail mail' letter to their registered office?

Your letter should also mention that they are in breach of legislation that forbids discrimination against people with disabilities.

eskbanker

Like other institutions, VM do have an accessibility policy, offering text relay for those with hearing issues:

https://uk.virginmoney.com/service/accessibility/hearing-or-speech/

35har1old

Ayr_Rage said:

Go to a branch and explain the issue.

As OP hasn't not stated where he lives a visit to branch may not be possible.