Virgin Credit Cards Customer Services Chester CH4 9WW

"Extreme delays in telephone answering. Lack of local Branch or any Branch telephones. Delays in excess of 55 mins, then no reply. Delays informing one of solution of complaint. 3 months."

"Worst customer service ever! This morning my Virgin Credit Card got locked. But I had absolutely no idea, because aside from a single missed call from a number I didn't recognise, Virgin made no attempt to inform me that there were any issues. It was only when I was attempting to purchase something online that I realised there were problems - and then realised that the missed call was in fact from Virgin. So, I attempt to call their Customer Service. At first, something didn't feel quite right - the guy I was speaking to answered the phone as if he was talking to his mates, and there was loads of chatter in the background. Not feeling comfortable giving this guy my details, I hung up. So, I called again. But this time they left me waiting for 15 minutes before answering my call. We proceeded through the security questions - only to be told that I had failed security. WHAT!? I know my details! I suggested to the operator that he may have typed them in wrong, however, Mr. Infallable was hugely offended by this, telling me that he's done this job a long time, and that he doesn't make mistakes. It's only a typo - nothing big - just own up to it! Annoyingly, he wouldn't, and at that point he refused to let me proceed further, refused to go through the security process one more time, and refused to let me speak to his supervisor or any kind of superior. So with that, the call is ended, and I'm forced to call back for a third time. This time, I'm on hold for over 40 minutes. I still have no idea at this point what's wrong, or why my card isn't working. I'm panicking slightly. There's nothing on the app. Nothing in my emails. Only a single missed call from earlier this morning. Finally, this guy informs me that there was a flagged transaction which had been made the night before, and that he had no idea why the transaction had been flagged. I tried to question why this was flagged even though the transaction was approved at the time. Or why there were no notifications in my email or in the app. Or even a text message. I questioned why the only way to fix this was by calling them, and having to endure some horrible wait times just to speak to someone - and if there were any better solutions out there so I could avoid these kinds of issues again in the future - 2-step verification by SMS or in the app, perhaps? But rather than trying to help, he ignored me. He pretended like he couldn't hear me. And then hung up. I feel like such a cherished customer."

"My credit card ran out on 31-10-22. I have now requested a new card 3 times and still nothing. Very poor customer service, once you get through to them"

"Appalling customer service. After being asked to contact them I duly obliged and spent an interminable time on the phone. They then said I had failed security and blocked my account and asked me for ID by post. Waited a week for the letter and sent ID by return and waited another week. Nothing. No card to use and no monitoring of my account possible. Phoned today - spent 1hr 20m mostly waiting listening to music which was far too loud relative to the spoken messages... eventually spoke to one lady, then waited another 45 minutes and spoke to a bloke who put me on hold again and who then cut me off at 5.10pm! Probably time for him to go home, regardless of how long a customer had been waiting. Still no card, app blocked.. and no way of resolving the issue. Written a snail mail letter but don't hold out much hope of anything being resolved anytime soon. I'll probably cancel the card after all this, but I still need to know what transactions are on my account before I pay it off."

"I have been locked out of my account over 6 days !!! Tried phoning but I have to work can’t spend over 1 1/4 hours waiting for them to answer, disgusting customer service ! Followed on line advice absolutely rubbish"