Virgin Money Fraud Team

jameseonline

I need some help since yesterday Virgin put a block on my current account, despite 2 calls yesterday & 2 today I'm getting nowhere with them.

The 2 calls I've already made today the result is I've failed security which doesn't make any sense because I gave them a list of transactions I made yesterday, I know there was a successful payment made out of Virgin into a savings account because I've checked the savings account.

Apparently Virgin can't discuss anything further but say I can ring back.

So what's likely to be going on here?

TheBanker

If they are concerned that a fraudster was accessing your account for whatever reason, they might not be happy to accept transactions that could be part of the fraud when answering the security questions, because the fraudster would know about them.

Alternatively they may be concerned about whether you've been using your account for illicit purposes. They won't be able to tell you if they have this type of concern as it would be a criminal offence. Have you made any large or unusual transactions (in or out) recently?

You may need to go to a branch with ID to see if they can help you - but if you live anywhere south of Northampton I don't think you'll have a local branch to go to. 

jameseonline

I transfer money out at the start of every single month so not unusual behaviour, only things different from what I can gather is I transferred out of what was a regular saver to my current account.

Also I usually fund my regular savers during early hours of the start of month, this month I did it during the day.

I also gave Virgin my age and they still said I failed.

I have no branch access, again Virgin know that just like they know my age & successful transactions.

TheBanker

jameseonline said:

I transfer money out at the start of every single month so not unusual behaviour, only things different from what I can gather is I transferred out of what was a regular saver to my current account.

Also I usually fund my regular savers during early hours of the start of month, this month I did it during the day.

I also gave Virgin my age and they still said I failed.

I have no branch access, again Virgin know that just like they know my age & successful transactions.

Without knowing what's spooked Virgin, it's hard to know what to do next. But I would say knowing someone's age and sucessful transactions would normally be enough to satisfy concerns about fraud. As I said if they think someone has accessed your online banking then they will know all of your transactions anyway, and it's generally not difficult to find someone's age if you know some other details. 

Some of the posters on the Regular Saver thread said there were problems with Virgin's fraud systems yesterday so you are not alone. Is this your main account/do you need the money urgently or could you wait a couple of days?

jameseonline

TheBanker said:

jameseonline said:

I transfer money out at the start of every single month so not unusual behaviour, only things different from what I can gather is I transferred out of what was a regular saver to my current account.

Also I usually fund my regular savers during early hours of the start of month, this month I did it during the day.

I also gave Virgin my age and they still said I failed.

I have no branch access, again Virgin know that just like they know my age & successful transactions.

Without knowing what's spooked Virgin, it's hard to know what to do next. But I would say knowing someone's age and sucessful transactions would normally be enough to satisfy concerns about fraud. As I said if they think someone has accessed your online banking then they will know all of your transactions anyway, and it's generally not difficult to find someone's age if you know some other details. 

Some of the posters on the Regular Saver thread said there were problems with Virgin's fraud systems yesterday so you are not alone. Is this your main account/do you need the money urgently or could you wait a couple of days?

See this is what's really getting to me, I've triggered fraud alerts in the past with other banks etc so as annoying as it is I've always been able to get restrictions lifted by confirming details.

They are literally saying I've failed, saying I can call back, not willing to discuss further, even telling me I can get statements from ATMs.

This whole thing isn't making any sense to me & most of my money goes through Virgin to other bank & savings accounts has done for years, it's how I've got things setup.

The asking my age thing was a new question today, could that be relevant?

jameseonline

The latest person I've just been on phone with has managed to get my access back & release the £200 that was on hold to Principality, neither of us can currently see any of the Virgin transactions for yesterday though, suggestion being they might not show until Monday.