Cashback missing at Virgin Money

pedrodelgado

flaneurs_lobster said:

pedrodelgado said:

Update on my case with Virgin. Got my cashback paid plus compensation for the stress on calls plus the incompetence of the staff. I have to say the complaints team were very good. They checked all the calls I'd made and upheld my complaint. £75 compensation.

Sounds like I really should have followed up on a similar missing 10% from a Superdrug purchase - if you give them the date, time, order number, amount and the card you paid with and the computer still says "No" then I just gave up because it was just ~£6.

Presumably you were dealing with Visa Rewards answering the phone as Virgin?

flaneurs_lobster said:

pedrodelgado said:

Update on my case with Virgin. Got my cashback paid plus compensation for the stress on calls plus the incompetence of the staff. I have to say the complaints team were very good. They checked all the calls I'd made and upheld my complaint. £75 compensation.

Sounds like I really should have followed up on a similar missing 10% from a Superdrug purchase - if you give them the date, time, order number, amount and the card you paid with and the computer still says "No" then I just gave up because it was just ~£6.

Presumably you were dealing with Visa Rewards answering the phone as Virgin?

It got to the point where I was that frustrated I was like  a dog with a bone lol. It was the fact that after reporting the missing cashback, the reply came back that my card wasn't registered. It was. I reported via the app 5 times or more and each time the exact same email came back. After being on chat and literally the operator ending the chat abruptly when I was being nothing but polite, I got a bit infuriated with Virgin money. Eventually managed to get my complaint through to the right department after being passed around like a parcel at a kids party. From there the complaints department were the only people who I held any faith in getting anything sorted. 

sheffieldeagle

Can anyone tell me do you have to wait the 35 days quoted or is this just a delaying tactic? I've got three Asda shops in late December that don't show on my statement. I think they pulled the deal before the end date as all my earlier ones did track.

Cheers