Virgin Australia Velocity Flyer

Virgin velocity points - swindling the customer Noticed how I gave them one star...really by default as I did not have any option..and so the story begins ...singed up with NAB who were dealing with Virgin back in the day..accumulated points as a result... After having an account not being used for the last 12..months, Virgin velocity has… Read more

decided to withdraw all my 375000 points as account was not active.

Response - we value your service and we sent you an email stating points will become 0. Email may have gone to spam and informed the robot on the other end why not pick up a phone and call your customer...I haven't received a call in the last 6 years..customers service response...thats why we send email..not sure Branson would love this response from someone that keeps on harping about customer service ...so buyer beware...virgin velocity points is a shrewd system so be careful ...

Just a basic high interest credit which I did on a great balance transfer but damm you don't want to have to ring them or close the account!! All other cc's I have had closure is done though the app - often closed in one click! But not this mob .. you have to ring them where Ur asked 1000 security questions - get one wrong (like your mum's… Read more

maiden name which I must have spelt wrong) - nop you failed you can't close account!

ridiculous..don't do it

Must have – I have got this card since 2018. Works fine and the texture of the card is really nice. Mastercard is always a secure choice. I think that everybody should have this kind of card Show details

Nice card to collect Velocity Points – This credit card gives you a good Velocity Point for every dollar you spend. You can just link your Velocity number and the points will be transferred to your Velocity membership each month. Very nice and easy! I signed up when there was a promotion to get bonus Velocity Points if I spent more than $1500, and also I got $129 credit to spend with… Read more

Virgin Australia and I only need to pay $64 annual fee. I haven't used this card overseas or to do balance transfer so I cannot comment on that but I use it for my daily spend as a quick way to accumulate Velocity Points.

Perfect – I haven't use my card overseas yet. Its easy to transfer my balance to this card. I am quite satisfied with the rewards. It is simple easy to accumulate points and simple to redeem them. Show details

I am extremely frustrated with the lack of support from Virgin Money regarding my missing bonus points. Despite multiple attempts to resolve this, I have been given conflicting explanations. A few weeks back, I was told that no bonus point offer existed when I took out the car insurance policy in November, even after I provided a screenshot… Read more

proving otherwise. Then, I was incorrectly informed that my policy was purchased through iSelect—when in fact, I did not use iSelect at all. Now, your team is stating that the issue is simply due to my Frequent Flyer number not being attached to the policy.

No one seems to agree on the actual reason for the missing points, yet the solution should be straightforward—crediting 10,000 points, which is not even a significant amount. This has been a disappointing experience, and as a top-tier Qantas Frequent Flyer member, I will be sticking to their programs in the future

DISGUSTING return for years of loyal service. For several years myself and my wife have stayed loyal to Virgin domestic as we thought they would stay loyal to us. Im an Australian Triathlon member and booked a return trip to the Tour De Brisbane event, that was subsequently cancelled because of the recent weather issues in Brisbane two weeks ago.… Read more

I had booked my airfare with points + pay, and I PAID $300 ON MY CREDIT CARD FOR THE cost of flying my racing bike with Virgin. It was an extra cost for me. The event was cancelled he week after the weather issue, and i cancelled my airfare the same day. I then rang Virgin and for 45 minutes passed around to 5 people who all passed me onto to another. End result was no no $300 refund and no more discussions. BOOKING REF OPWCFE.

I found virgin staff did not listen to me and as retiree that $300 is vital for me and my family. I explained under australian consumer law they had to supply me the refund. Sooo sorreee no refund for you...So now I post this is my disgust...for $300 you have destroyed ll good will we had to you

The worst financial services company in Australia? – I got this card on a balance transfer offer and had reasonable expectations of decent service, however once I found out who really is behind the card (Citibank) I soon realised what I was in for. Citi is possibly the worst run financial services institution in Australia, and also possibly the most close to being a scam as there is. Specifically… Read more

in this case: - Covertly changing conditions where there are now less interest free days and bills are due less than 14 days from being issued off the statement. I would imaging most people would find that tight, and miss the due date which would result in a $30 late fee. - Annual fee increase much higher than CPI (close to 20% this year) - Customer service is offshore and terrible - Closing an account is difficult and they don't make it easy (desperation to retain you as a customer) - Their balance transfer conditions are draconian and scam-like, whereby any additional cash transactions only get paid after the balance transfer is paid off, meaning you pay the high interest rate until the main balance is fully paid. In my experience, most credit card companies always pay off the higher interest rate first.

This is a company which should not be allowed to operate financial services in Australia. I am currently in the process of lodging several complaints with the ombudsman for review and whoever else will listen. There are plenty of other CC companies/banks out there check them out before you even consider this mob of thieves.

Scam points advertising – So I'm supposed to be earning points one for one minus this scam company's list of exclusions? Over three months there has been $31,000 spent, 11,000 points received. Do your sums people. Their advertised points scheme is a scam Show details

Customer service worthless – Called to get a new card sent out. After a long wait and having to repeat address 5-6 times, I decided to cancel instead. My lack of confidence was justified. On last statement operator had messed up the address (left off that it was c/-). Not only that, I received a letter by email saying they would send a letter to an address I have not… Read more

had for 10 years. Yes, that is as stupid as it sounds! TLDR: Called to get a new card sent. Ended cancelling card. Call centre (Indian) useless.

Rude, Incompetent, Unprofessional, Lying Thieves – BUYER BEWARE I've had some woeful customer service experiences in my life but Virgin Money absolutely takes the cake. I can't even begin to express how disgusted I am with my experience. I signed up with Virgin Money mostly for the bonus rewards points, but ended up sticking around for a bit longer after that because I'd already started to book a… Read more

holiday using that card- so it was a convenience to hang on to it for the time being.

When I first signed up and received the card, before I made a single transaction on it, I called the service centre asking to setup automatic direct debit. They told me they don't offer that feature (LIE #1). So I spent the first couple months manually paying it each month. At the end of February, I paid the balance of my card- but while I was at it I noticed that there was a pdf form for direct debit which could be downloaded, completed, and uploaded again to have it put in place. 2 weeks later, they then debited the same amount that I had already paid for the same statement period. I thought "ok, no problem, they've made a simple error which should be easily rectified by returning the funds... right?". Over the next week I spent literally hours on the phone to various different service officers and managers, and complaints people all from Philippine call centres with varying levels of English competence. Every time you call, you need to validate yourself. Fair enough. But the catch is: - Their app has no capability to validate you over the call - They attempt to use an sms code which they send to you and you enter on your phone keypad - but their system fails to detect the input about 8/10 times - They then spend about 5 minutes going through many detailed questions which take a lot of time to answer Additionally, when they contact you for something- there is a double standard in that they will immediately ask you to validate yourself but will offer no means of validating themselves. So if you have any mind for your own personal security, then you're forced to hang-up and then call them back.

When actually discussing the issues with service officers, you find yourself being passed from person to person, department to department, and being told different stories. 1 told me it would take 10 business days to return y money. The next told me 3. Another said 5. Who knows what the truth really was. But after a week and still not having the money returned, I received a (unverified) call (and called them back). They told me they've now agreed to return my funds but that it would take another 10 business days. By this time, I'd have lost a substantial sum of money in interest from the account it was taken from (in the order of 10s of thousands). When I raised this issue with the complaints officer, they told me that this was my fault and that this is what I'd signed up for and that I should learn to read the terms and conditions. I asked them to cite the specific condition, which they did and when I tried to reply to note that the information they've cited is unclear; they continued speaking right over the top of me. My complaint was ignored by the complaints department and they were the rudest complaints department I've ever dealt with. It was clear that their hostile staff had no interest in helping whatsoever and only wanted to make my life as difficult as possible. I've never experienced anything like it.

So I asked to close my account and the answer I got, and this isn't even a joke, was "your amount in credit can only be returned by cheque in the mail which will take about 4 weeks to arrive" - yes you read that correctly: by CHEQUE in 2024!!! I hung up, completely astounded by the sheer hopelessness of this company. Surely, cheque is not the only option right??? Well I was correct, it's not the only option. It was just another lie from a terrible complaints department who wanted to make my life difficult. When you close your account online, there is the other option of having the funds returned to you via EFT within 3 business days. So I completed the online form and gladly closed off this account.

NEVER AGAIN. I hope some people read this story and think twice about ever opening an account with this horrible horrible business, as you will absolutely regret if you do.

Fraudulent Charges Unactivated Credit Card! – This has to be the worst financial institution I have ever had the pleasure of being a customer of. Joined with a recent promotion offering bonus Velocity points, after meeting the minimum spend didn’t receive the bonus points for weeks due to a “technical issue”. Customer service representatives provide false information and promise issues will… Read more

be fixed or you will be contacted within 24-48 hours by a manager which never happens. I paid my balance and locked my card as I decided I will no longer use this card until my complaint is addressed. A few weeks later 2x fraudulent charges from “LIME*FAHRTKOSTEN” appear on my account. Disputed them and was promised these will be removed. The next statement is generated and the charges are still showing. Contacted Virgin Money again and they advised the last agent didn’t dispute the charges. They then raised a dispute and cancelled my card. I have since received the new card and have yet to activate. After several weeks of the account not being used I have now received a bombardment of fraudulent charges from “LIME*FAHRTKOSTEN” again! How does this happen on an unactivated credit card? Have now raised an AFCA complaint and will be seeking compensation before closing this card. Beware do not sign up with Virgin Money.

Don't honour bonus points – Opened this account with the hope of getting bonus points as well only to find that the points were not credited after successfully spending the required amount. The reason was that I selected the balance transfer option which was incorrect and had a copy of my application. I cancelled the credit card after obviously being annoyed, then asked for my profile to be deleted which they replied saying it wasn't possible. Show details

Terrible Customer Service – Customer service terrible and they had incorrect information and tried to blame another financial institute. Rewards are not clear how you can transfer your points and what you can use your points for. Show details

Convoluted sign up process – as others have said, their application process is just weird - maybe because they are trying to apply the UK model to the Aus market. In my case i provided proof of income as asked when completing the application. I have a good credit rating, zero debt and a full time job - i was approved for a card then asked for a "letter of employment" or… Read more

"contract". In my job i have never had either of these, so i just withdrew the application. I only wanted it as a way of earning some frequent flyer points but in the end it was not worth the bother.

I applied based on false information they provided, then no help at all – I checked before applying that a balance transfer was possible (my main reason for seeking a new card) due to some specific requirements of my old card. I was assured that it was fine, so I applied, and was given an $18k limit. Spoiler alert: once I had the card they told me a balance transfer was not possible. I have had no follow up to my… Read more

request for assistance in closing the card and removing this from my credit score, which will prevent me from seeking a new card that does what I need. I have also received no response to a complaint I submitted with them.

I 100% regret ever applying and do not recommend.

velocity card – having lost my card thru theft tried to get a replacement and was told it was only available as an app. since i use a simple phone and not a smart phone .i am denied collecting points . while it is virgin can send out a card to sell virgin wines ben  Show details

The worse company to deal with – I would stay away - far away from Virgin Money altogether as a company. I have been attempting to close my credit card since August 2020. They won't refund my remaining credit balance. The worse possible customer service - not even their complaint department will help you. Had to send over 50 emails to get some kind of answer. I want my REFUND and… Read more

the credit card CLOSED so that I do not have to deal with this horrible company ever again!! How difficult is this to do????????? You do not deserve a one star...

Worst customer service I have ever encounted!!!!! – I used a $129 Virgin Australia voucher, which was a reward for having this card and I used it to book a flight before Covid-19 struck. Virgin Australia cancelled those flights and repaid the velocity points back to me but never ever paid the $129 that they stole. I have tried to contact Virgin, Virgin Velocity etc time and time again and if you… Read more

can get them to answer the phone then good luck. Virgin Australia has to be the worst customer service EVER!!!!! Be Warned.

Interest charging method is disgusting – If you don't pay your closing balance in full they still charge you for interest on the total closing balance! Not just the portion you havent paid. They also dont factor in other credits to your account. Absolutely disgusting - moving to qantas points for sure! Show details

Terrible customer service – Had this card for two years for velocity points. Was going to cancel card when virgin airlines went into administration. Contacted virgin money online asked for annual fee to be refunded while velocity points unusable. They agreed then charged me the annual fee, then offered to refund half. On hold to customer services for ages, staff that don’t… Read more

speak good English. Done with them and never going back. Will not use citi group again for any credit card.

Steer Clear - Horrendous Customer Service – Terrible service from Virgin Money Credit Card. I have never missed a payment & always pay my account in full. I found myself at the Supermarket recently with my card stopped. So far I've made 3 calls to Virgin - the first call I was bumped from department to department 3 times only to end up where I first called. I week later I made a second… Read more

call, as issue had not been resolved. I was assured that the issue was now resolved and everything would work by the following morning. Alas no it didn't. I made a call again only to be told it should be fixed within 24hrs - I won't hold my breath.

I understand in uncertain times things can be delayed but perhaps Virgin should consider the idea of 'under promising' & over delivering as their customer service strategy then I would have people like me having to ring multiple times for the same issue that they had assured me would be resolved at the first call.

Would give zero if I could – Transferred money from my bank to cc account. Never made it. Contacted on 16/3, 18/3, 19/3, 20/3, 23/3 no response to email, lied to on the phone about transfer on 23/3. Money still not there now 30/3 and they have advised me to go back to my bank even though they have advised twice that my money is at virgin. Utterly incompetent.

Good bonus points but much better Velocity earning cards out there – Bonus points offered was 20,000 points each month for first 3 months which is awesome. However the card has a capped earn rate for the top rate, then reduces for subsequent spends, which is not great. Limited insurances offered with the card as well. Show details

Apply when bonus is on offer – Got this card as a standby for an upcoming overseas trip. The overseas fees are somewhat high compared to other cards. As this is a back up card only I thought that the sign up bonus points made the application worth it. Show details

Virgin money – Generally its handy to use it overseas however fees are high Transfer money to card I found it hard I enjoyed the 14 months interest free period But very hard to accumulate points Show details

So so – I went for the bonus points promotion which was my main focus. They also provided a flight voucher (domestic). The points you gain afterwards are not really comparable but a bonus. Show details