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Virgin Money Bank
I have had a Virgin Money Bank Account for years, since it took over Yorkshire Bank.
Recently they sent me a new card, so I have changed my details in all the places I use it online. Saturday I went to Tesco shop to buy a few bits, I tapped the card and the machine said Invalid Card, so I put it into the machine and put in my pin - once again it comes back Invalid Card!! So I had to put it on my Credit Card. I said to my friend who had taken me to the shop, I will go and put the card in the ATM, and get a balance, this all went fine. I thought everything would be fine now.
How wrong could I be?? Very Very wrong, today they refused to pay my Tesco Delivery Saver account and then they refused my weekly shopping delivery. I had to go and pay via the Tesco app yet again for both and they finally went through.
Tonight, I needed to place a couple of orders with Amazon, both of which the Bank refused to pay and so once again I have had to pay on my Credit card.
I have plenty of money in my Bank Account, I just want to be able to use it. When I made a complaint about it today via the app, they have told me it could take 8 weeks to get back to me - They have got to be having a laugh. Surely this will also affect my Credit rating as well.
Can anyone shed any light on why this is happening? Or what I can do to spend my own money and pay bills etc.
Comments
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When I made a complaint about it today via the app, they have told me it could take 8 weeks to get back to me - They have got to be having a laugh.
Eight weeks is the regulatory maximum for resolving complaints, but shouldn't be used as a target.
Can anyone shed any light on why this is happening? Or what I can do to spend my own money and pay bills etc.
If you've got as far as logging a complaint with Virgin, you've presumably already asked them about what's happening and what can be done about it, what have they said?
Surely this will also affect my Credit rating as well.
Not sure how not being able to pay for purchases with this card would affect your credit files, but cross that bridge if you get to it and focus more on resumption of use as the priority…
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Obvious question, did you activate the card?
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Activation is by using it with PIN.
Possibly trying to use it contactless first caused it to be locked , but it worked at the ATM.
@MabellinetheDog Have you tried it in the ATM since, and would you be able to withdraw cash from the ATM?
Eco Miser
Saving money for well over half a century0 -
Sounds like it's not activated. Some banks require you activate cards on their website/app - is this the case here? The first in-person transaction will usually have to be Chip n Pin and then this enables contactless.
You should be using a credit card and not a debit card online to give you greater fraud protection and potentially S75 cover.
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I agree, it sounds as if the card has been locked due to an incorrect activation sequence.
Do you have the banking app showing the new card?
If you do, can it be unlocked from the app?
If you have sufficient credit for purchases it's a much better idea to use your credit card for the protection offered, it's also much more MSE as your cash can sit in an interest paying account between CC payment dates.0 -
It does sound like it hasn't been activated. Is there an option to activate it in the app and do the card controls in the app say anything about any blocks?
Have you tried phoning them? Apps often have useless digital assistants sending you round in circles with everything disappearing into a black hole, and you can often get things sorted in a minute or two once you actually speak to a person.
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What I don't understand is why they have not told me in the paperwork that the card came with that there is a sequence to follow, to ensure activation of the card. I don't go out much as I am Disabled and 68, and this Bank, has driven me to distraction, not helped by the fact that less than a month ago I had major stomach surgery, and wasn't allowed to drive until now. I have found the number on this site for the Bank, and I will be phoning them shortly, and will report back.
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Got a complaint with Lloyds that takes 8 weeks and has been 6 so far
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8 weeks is the deadline before you can go to the FOS, there is no requirement that they must resolve cases in 8 weeks unless the bank has such a policy in writing
Sam Vimes' Boots Theory of Socioeconomic Unfairness:
People are rich because they spend less money. A poor man buys $10 boots that last a season or two before he's walking in wet shoes and has to buy another pair. A rich man buys $50 boots that are made better and give him 10 years of dry feet. The poor man has spent $100 over those 10 years and still has wet feet.
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The significance of eight weeks isn't just the ability to escalate to FOS, complaint closure in that timeframe (or explanation why it isn't being met) is mandated by the FCA:
Final or other response within eight weeks
DISP 1.6.212/07/2019R
Subject to DISP 1.6.2AR, the respondent must, by the end of eight weeks after its receipt of the complaint, send the complainant:
a 'final response'
[…]
or
a written response which:
explains why it is not in a position to make a final response and indicates when it expects to be able to provide one
1
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