Having Difficulty withdrawing money from Virgin “easy access” f flex isa

Mr_Mean

Can anybody tell me why Virgin’s systems keep telling me I’m over my payment limit and refusing to make a transaction?
My total taxable earning for this year is only going to be about 15k so I figured I could move the £25k emergency fund out of the easy access isa into a newly opened Chase account with the bonus saver rate of 5% and make use of savings starter threshold.
However easy access it is not!
I set my Chase account up as a payee and then made a test payment of £1, all fine. After proving the account details I then tried to transfer the rest, leaving a small amount keeping the account open so I can send it back at the beginning of April. But it keeps being refused, I’ve retried several amounts and so far I’ve managed to now transfer £500. If I was withdrawing from a cash point, fair enough but a faster payment can be up to £100k, Virgin say £30k I’m only trying to move 25.
sorry for rambling, does anyone have any clue?
Virgins chst button isn’t working so sent secure message, don’t know how long it’ll take to get a reply.

Mr_Mean

Update with response.
 Thanks for your message. Your current daily limit is £1000 per day with a transaction limit of £500. This can be increased to £30k per day by using both Internet Banking and the Mobile Banking app together for 2 factor authentication. You can install the app via the app store on your mobile device and register using your Internet Banking details.

Virgin have never written to me to say to access the account properly I would have to download their app, they’re help on payments page makes no mention of the app only OTP.

Now yes I could download the app but why should I. I didn’t join Virgin as an app bank.
if they want to enforce two factor authorisation, they should post out code generators like the other banks.
I may have a dumb phone linked to this account, others may truly.

masonic

If a payee / linked account is set up, with confirmation of payee matching your name, and has already received a payment, then I don't see any justification for such a low limit or requirement for 2FA. In the past I have made much larger transfers without issue, so this seems like a new measure.

flaneurs_lobster

You can argue on a point of principle because of course you are right. You can raise a formal complaint then wait 8 weeks and take it to the Financial Ombudsman. You could close down all your Virgin Money accounts because that'll show them.

None of that's going to get your money into that Chase 5% account any quicker.

Just download the app, the whole transfer would have taken less time than typing your posts. 

Mr_Mean

flaneurs_lobster said:

You can argue on a point of principle because of course you are right. You can raise a formal complaint then wait 8 weeks and take it to the Financial Ombudsman. You could close down all your Virgin Money accounts because that'll show them.

None of that's going to get your money into that Chase 5% account any quicker.

Just download the app, the whole transfer would have taken less time than typing your posts. 

Lol wrong - I did, now they’ve blocked us being s possible fraudulent transaction And guess which dept. Only works office hours Monday - Friday.

35har1old

Mr_Mean said:

flaneurs_lobster said:

You can argue on a point of principle because of course you are right. You can raise a formal complaint then wait 8 weeks and take it to the Financial Ombudsman. You could close down all your Virgin Money accounts because that'll show them.

None of that's going to get your money into that Chase 5% account any quicker.

Just download the app, the whole transfer would have taken less time than typing your posts. 

Lol wrong - I did, now they’ve blocked us being s possible fraudulent transaction And guess which dept. Only works office hours Monday - Friday.

Usally happens with numerous failed transfer attempts 

35har1old

Mr_Mean said:

Can anybody tell me why Virgin’s systems keep telling me I’m over my payment limit and refusing to make a transaction?
My total taxable earning for this year is only going to be about 15k so I figured I could move the £25k emergency fund out of the easy access isa into a newly opened Chase account with the bonus saver rate of 5% and make use of savings starter threshold.
However easy access it is not!
I set my Chase account up as a payee and then made a test payment of £1, all fine. After proving the account details I then tried to transfer the rest, leaving a small amount keeping the account open so I can send it back at the beginning of April. But it keeps being refused, I’ve retried several amounts and so far I’ve managed to now transfer £500. If I was withdrawing from a cash point, fair enough but a faster payment can be up to £100k, Virgin say £30k I’m only trying to move 25.
sorry for rambling, does anyone have any clue?
Virgins chst button isn’t working so sent secure message, don’t know how long it’ll take to get a reply.

Just hope the Chase account will still be paying 5%

Eco_Miser

Mr_Mean said:

if they want to enforce two factor authorisation, they should post out code generators like the other banks.

They do, or at least did, on request. That's how I log in. However they'd rather you provide the electronic device at your expense, so keep rather quiet about it.

Incidentally, I recently transferred £10,000 to an external account of mine, that had only one previous transfer, with no further authentication after the log in, but had to do full TFA for the payment of £500 to an account that has had many (slightly smaller) previous payments, as well as the login.   

35har1old

Eco_Miser said:

Mr_Mean said:

if they want to enforce two factor authorisation, they should post out code generators like the other banks.

They do, or at least did, on request. That's how I log in. However they'd rather you provide the electronic device at your expense, so keep rather quiet about it.

Incidentally, I recently transferred £10,000 to an external account of mine, that had only one previous transfer, with no further authentication after the log in, but had to do full TFA for the payment of £500 to an account that has had many (slightly smaller) previous payments, as well as the login.   I

I'm not sure if Virgin did 
Clydesdale did and I think you could replace the battery 
Of course you might have to wait a week are so to get the device and pin

Eco_Miser

35har1old said:

Eco_Miser said:

Mr_Mean said:

if they want to enforce two factor authorisation, they should post out code generators like the other banks.

They do, or at least did, on request. That's how I log in. However they'd rather you provide the electronic device at your expense, so keep rather quiet about it.

Incidentally, I recently transferred £10,000 to an external account of mine, that had only one previous transfer, with no further authentication after the log in, but had to do full TFA for the payment of £500 to an account that has had many (slightly smaller) previous payments, as well as the login.   I

I'm not sure if Virgin did 
Clydesdale did and I think you could replace the battery 
Of course you might have to wait a week are so to get the device and pin

The current Virgin Money is a brand of Clydesdale. At some point after a platform change I had to be issued a new device, I think it was the switch to Virgin Money branding and domain name from Yorkshire Bank, but I could be wrong. The device has joint Yorkshire and Clydesdale banks branding.  I have changed the battery. 

I am still using the device, meaning the website is programmed to handle such devices for authentication, so there is no reason not to issue more devices on request. 

Mr_Mean

Update - finally got it all sorted on Monday, they foolishly asked for feedback, turned into a complaint and someone rang me today and gave me £50 as an apology. It is a bit daft that they have systems to freeze accounts 24/7 but don’t have a department that works the same hours to resolve issues.
I guess a handy tip is don’t try to make any large transactions after about 4pm on a Friday, if it goes awry, you probably won’t have time to resolve and will have to wait until Monday.