Virgin Money Destroyed My Credit — Lied, Blamed Me, Then Hung Up

JJChil

I’ve been a loyal customer since 2019. Never missed a payment. Then Virgin Money wrecked my credit score over a single missed payment — caused entirely by their own silent system change.

In April, I asked for help during a quiet patch in my self-employed work. They offered something called “Breathing Space” — a freeze on interest. I agreed, thinking payments would continue as normal.

What they never told me (and now admit in writing) is that applying for Breathing Space would silently disable the SMS reminders I’d relied on for 4+ years. No warning. No message. No explanation. Just silence.

Then they sat back and watched a payment get missed. One payment — and suddenly, I’ve got a black mark on my credit file for six years.

I only found out when ClearScore flagged it. I paid immediately. I even paid the next month early. I filed a formal complaint. They rejected it without even acknowledging the system change.

I then submitted a Subject Access Request (SAR) on 17 July. No confirmation. No reply. I had to chase them — only then did they admit they’d received it and that I’d have to wait “up to 30 days.”

Today I tried to escalate. After 1 hour on the phone, passed between three departments, I was told my card was frozen and I’d need to enter a payment plan. The adviser said he needed time to “work it out” — I could’ve been born, raised, and retired in the time it took. Then he put me on hold… and the line went dead. No call back. No resolution.

This one hidden change now stops me from leasing a van — which I need to work. It’s damaged my income, my mental health, and my future mortgage prospects.

Virgin Money didn’t just fail me. They set me up to fail — and refuse to put it right.

Absolutely disgusting.

Brie

Yes they should have told you that by going on a "breathing space" that messages would likely be turned off.  This is because a lot of people in that situation find them distressing and it is something that is normally bundled in by all banks along with stopping interest.  

If you have missed one payment and then caught up again I don't know why a payment plan is required.  Perhaps it's simply a recalculation to your previously agreed plan that takes into account the interest frozen?  

Hope you manage to get it sorted.

KStar2

JJChil said:

I’ve been a loyal customer since 2019. Never missed a payment. Then Virgin Money wrecked my credit score over a single missed payment — caused entirely by their own silent system change.

In April, I asked for help during a quiet patch in my self-employed work. They offered something called “Breathing Space” — a freeze on interest. I agreed, thinking payments would continue as normal.

What they never told me (and now admit in writing) is that applying for Breathing Space would silently disable the SMS reminders I’d relied on for 4+ years. No warning. No message. No explanation. Just silence.

Then they sat back and watched a payment get missed. One payment — and suddenly, I’ve got a black mark on my credit file for six years.

I only found out when ClearScore flagged it. I paid immediately. I even paid the next month early. I filed a formal complaint. They rejected it without even acknowledging the system change.

I then submitted a Subject Access Request (SAR) on 17 July. No confirmation. No reply. I had to chase them — only then did they admit they’d received it and that I’d have to wait “up to 30 days.”

Today I tried to escalate. After 1 hour on the phone, passed between three departments, I was told my card was frozen and I’d need to enter a payment plan. The adviser said he needed time to “work it out” — I could’ve been born, raised, and retired in the time it took. Then he put me on hold… and the line went dead. No call back. No resolution.

This one hidden change now stops me from leasing a van — which I need to work. It’s damaged my income, my mental health, and my future mortgage prospects.

Virgin Money didn’t just fail me. They set me up to fail — and refuse to put it right.

Absolutely disgusting.

My sympathies.

Try putting your complaint in writing to their main office. Say you are complaining under IDR and that if you are not satisfied with their response you will seek the help of the Ombudsman. 

born_again

KStar2 said:

JJChil said:

I’ve been a loyal customer since 2019. Never missed a payment. Then Virgin Money wrecked my credit score over a single missed payment — caused entirely by their own silent system change.

In April, I asked for help during a quiet patch in my self-employed work. They offered something called “Breathing Space” — a freeze on interest. I agreed, thinking payments would continue as normal.

What they never told me (and now admit in writing) is that applying for Breathing Space would silently disable the SMS reminders I’d relied on for 4+ years. No warning. No message. No explanation. Just silence.

Then they sat back and watched a payment get missed. One payment — and suddenly, I’ve got a black mark on my credit file for six years.

I only found out when ClearScore flagged it. I paid immediately. I even paid the next month early. I filed a formal complaint. They rejected it without even acknowledging the system change.

I then submitted a Subject Access Request (SAR) on 17 July. No confirmation. No reply. I had to chase them — only then did they admit they’d received it and that I’d have to wait “up to 30 days.”

Today I tried to escalate. After 1 hour on the phone, passed between three departments, I was told my card was frozen and I’d need to enter a payment plan. The adviser said he needed time to “work it out” — I could’ve been born, raised, and retired in the time it took. Then he put me on hold… and the line went dead. No call back. No resolution.

This one hidden change now stops me from leasing a van — which I need to work. It’s damaged my income, my mental health, and my future mortgage prospects.

Virgin Money didn’t just fail me. They set me up to fail — and refuse to put it right.

Absolutely disgusting.

My sympathies.

Try putting your complaint in writing to their main office. Say you are complaining under IDR and that if you are not satisfied with their response you will seek the help of the Ombudsman. 

They don't need to. They have already complained, so can go straight to FOS. As they do not agree with the outcome of the complaint. Which will have been stated in the response.

eskbanker

JJChil said:

I filed a formal complaint. They rejected it without even acknowledging the system change.

I then submitted a Subject Access Request (SAR) on 17 July. No confirmation. No reply. I had to chase them — only then did they admit they’d received it and that I’d have to wait “up to 30 days.”

Today I tried to escalate. After 1 hour on the phone, passed between three departments, I was told my card was frozen and I’d need to enter a payment plan. The adviser said he needed time to “work it out” — I could’ve been born, raised, and retired in the time it took. Then he put me on hold… and the line went dead. No call back. No resolution.

Just to be clear, did they make it clear that their rejection of your formal complaint was their final response, and advise you that you could escalate to FOS?

Just trying to understand what specifically you were trying to escalate when phoning today?  As they've correctly said, they have a month to respond to a SAR, so that's a process that can't generally be rushed, but it isn't really clear to me how it would help you anyway?