This w/e I am "debanked" (now resolved: 90 hours wait, no info. Complaint rejected. Now ombudsman.)

Section62

https://forums.moneysavingexpert.com/discussion/comment/82101529#Comment_82101529

I believe now is the right time to escalate the matter.

Yes. And that's now another promise Virgin Money have failed to keep. To some people it might seem minor or trivial, but if a bank promises to do something then it should. Simple as that.

The 'holiday' excuse is also quite poor. The business should have arrangements in place so that emails etc arriving whilst a member of staff is on holiday get picked up by someone else, or at least some form of auto acknowledgement to say when it will be dealt with and what to do if the issue cannot wait. What they shouldn't do is to leave you in the dark and put the onus on you to chase for a response.

Andrea15

https://forums.moneysavingexpert.com/discussion/comment/82101559#Comment_82101559

"I have seen your email this morning and will be reviewing it today for you, we will review the result and inform you by email by close of business today"

I thought it was verging on the comical when she actually did not inform me of anything on the day. OK, it isn't the end of the world, but still... After a while you spot a pattern.