Multiple Promotional Offers to choose from (see Details below)
$129 Virgin Australia Gift Voucher each year
Earn Velocity Points at a rate of 0.66 points per $1 spent up to $1,500 per statement period
3.3% International Transaction Fee
Earn Rate drops to 0.5 points per $1 spent after the first $1,500 per statement period
Call centre useless
Contacted Velocity call center to claim points missing from my account. The person who answered the phone obviously was either new or just didn't care, for something so simple I was put on hold three times accumulating to almost a half an hour. I was then informed by the person that points were put on an account for Delta airways which I don't have and I would need to tell them to transfer them back to my Velocity account. I tried to explain to him that I don't have a delta account and as I flew with Virgin they should have been put on my Velocity account. He continued to tell me to contact Delta as I don't have an account with them how can I contact them he then hung up on me.
The worst call center I have come across in a long time.
Poor customer service, incorrect charges and interest applied, do not cancel card when requested, extremely pushy sales staff, avoid at all costs
The worst credit card I ever had
The worst card i ever had. I am so happy that I could pass the "customer relationship officer" finally to cancel. The fee and charge system is weird, greedy and tricky that keep making the balances snail back to get charged additional fee...very tricky. Never come back and would not recommend. Customer service staff can be rude...especially when you call to cancel, the customer relationship officer tries to catch you back like fishing and when they cannot change our mind, they are rude and cut you off.
2 4 1 waste of time
I tried to book a return flight Hobart to Melbourne, as I couldn't use the cheapest flight and needed to pay taxes of $51 for complimentary flights + credit card fees for both initial and complimentary flight.
I saved $66 by booking 2 flights with Jetstar.
Applied for balance transfer to capitalize on 0% term. Having received my Veda report monthly for the past 2 years I was confident both on capacity and credit history it would be no problem. After having issues accessing online status I phoned call centre of to be told application had been declined. Amazed I asked for the reason, was told that info was confidential? It's me that it's affecting so I demanded an answer. I have been promised a return phone call in 24 business hours. Australia has apparently moved to positive lending, I have existi...ng loans and paid out finance. Not ONE default, late payment or any blemish on file. But I do now have a credit enquiry which will certainly affect any future applications. Thanks Virgin for using common sense in assessing my application (not). Stop letting computers asses and take each case in merit.
5 years with this card, no problem
No dramas with this card at all. I've been using this card for 5 years now, never a problem. Now that you can change your pin, even better.
I tend to fly virgin when I do, as I find them reliable and they provide good customer service, so it was an easy choice to go with their frequent flyer scheme and their credit card gives more points rather than go through a bank (1 point per dollar, vs half point per dollar with one of the big banks)
I've already used some points, enjoyed the service.
Good frequent flyer scheme. At least you know it won't go broke (Qantas remind anyone)
No actual app. Big downside, consider all our big banks have an easy to use app
On face value the card sounds fantastic. Just gave up on application process. Numerous calls from a call centre who even rang my accountant wasted his time and mine by not being able to understand simple business structures. They only understand a group certificate and accountting 1.01 . Do youself a favour, read the other reviews, listen to the nightmare experiences. Any benefit this card offers is far outweighed by the time wasting, incompetent service. Liberate yourself and don't get hung up with chasing the elusive Virgin deals that evaporate like a mirage. Go another points card, I did and am very happy and just enjoy the Virgin flights
Administration , application process and imcompitence
Don't be fooled by the flashy advertising
I booked flights with Virgin (good value) and joined Velocity for both my wife and I at the same time. The system refused to accept my wife's member number and therefore would not credit her points. I wrote a complaint and it took ages to get a response. And then I had to do all the work (scanning documents, sending them in etc). They promised it would all be fixed in two weeks. I didn't even bother. I cancelled both memberships. I will still fly with Virgin because they offer great value, but their loyalty rewards scheme is a clunky, clumsy, slow waste of time.
Virgin airlines are good to fly with
The loyalty rewards scheme is not worth the effort
Disappointing account website
This card is good for getting Velocity points but has poor tools to help customers manage their expenses online. The web site does not update transactions as they are made. Other cards usually update in a day or two. I have seen in some cases that a transaction take three weeks time to appear online. This means we have to keep track of expenses somewhere else which is very inconvenient. The telephone banking option has more current data but why should we use ten year old technology? I have complained to Virgin Money twice in the last two ye...ars but nothing has been done yet. I got a call from a manager for the last complaint I made promising that it would be fixed but no time frame was given. To add to the frustration the web site uses one time password for authentication which sends an SMS code to your registered mobile phone. The code must be entered on the web site to log in. I have very poor mobile reception in my house which makes it difficult to get the one time password SMS. I have to go outside to get reception. As far as I know there is no option to bypass this security feature. There is no smart phone app to check your account either. Good for earning Velocity points Online tools disappointing
3 weeks and still waiting!!!!
I submitted my online application 3 weeks ago. Sent them the required documentation as well as details and documents for proof of income 3 weeks ago. However, for some reason, i have received 2-4 phone calls by the same person each and every day asking me to contact them on their 1300 number. When i do they want to find out about my income. After 2 weeks of telling the call centre exactly the same thing each and every day, i continue to get 2-4 calls daily from the same person (now with varying reference numbers) asking me to call the 1300 numb...er. When i do, they want to confirm (remember that this is each and every day.....) the phone number of my manager, which i have provided on every phone call daily to them. Yet they have not only not called my manager, they continue to call me to contact the call centre! Not only do the call centre lie about having contacted my manager (verified with my manager that no calls have been made) today, i get 2 calls from the same person 7minutes from the call centre's closing time to call them up on the 1300 umber 1 hour after i already did! 3 weeks on, and i'm still waiting for an answer! The whole application process!
I applied for this card to be able to get Velocity points & also for the 2 for one flight deals available 4 times each membership year. have had my card 2 years now & have never had a problem with them & on the few occasions when I have called the service centre have found them to be helpful & polite as well as understanding. No hitches or complaints during the application process. I like the added online security. Interest free period is a little shorter than other institutions with payments falling due only about 15 days after statement date. Would also be an advantage to be able to choose my own PIN but not possible with this card.
Can't Choose Own PIN.
Don't even bother
The latest booking stuff up, flight VA973 SYD -BNE. Why would VAust bump me from a window seat to a middle seat? Don't worry, they fixed it by placing me in the very last row! Absolutely fed up and tired of the incompetence!! I don't think the organisation realizes the minor changes and cost neutral strategies that can be implemented to make this airline a joy to once again fly with. You need to be engaging with frequent flyers. And quickly before we start walking.
Don't value platinum members with seating allocations - moving to Qantas!
I am generally a fan of Virgin products but my experience in applying for this credit card has disappointed me enormously. I agree with other reviewers comments on the call centre. Woeful. Honestly they wanted so much personal information which I was quite reluctant to give them but I wanted the card as I am traveling soon and wanted a Visa card in my repertoire and am always happy to get some extra velocity points.
They have copies of all my personal identity documents now and goodness knows where they are. I don't fit inside the box ...when it comes to income and the call centre staff simply couldn't cope. How many times can I explain something to someone who doesn't have a clue about what I am talking about! The number of calls and automated texts to me was bordering on harassment. The last thing they wanted from me was my bank statements which I refused to give them. Then all went ominously quiet. I couldn't face speaking to them again so I used the online tracker to discover my application was declined. No doubt this will now be a blot on my credit record! Which is even more annoying because I said to them if they couldn't deal with it I would withdraw the application to which I received a panicked "no" from the other end of the line! This is the second worse call centre I have dealt with, after Telstra. (Oh and just for the record, I have a good income, have an unblemished credit history and assets so it wasn't declined because I was a credit risk.). I will be writing to virgin to let them know how this product is impacting on their good brand name. A scripted call centre using people who are untrained in the credit business
Overall, a good credit card with good rewards
I signed up for this credit card for the flights promotion - up to 4 complimentary flights when you purchase a virgin flight - which seemed perfect as I often go interstate.
I found the online application fine. I did find I had to provide quite a lot of supporting documentation in comparison to other banks, but happy to do so. I did take a couple of days to get the supportings docs to them and they called me every day reminding me! That became annoying. They were also quite forceful on the credit card insurance that I didn't want, and as...ked me why I didn't want it - none of their business! Setting myself up for internet banking took quite a long time - I had to ring Virgin once to activate my internet banking login, then the process of getting started on online banking took awhile, and then couldn't see my transactions until the next day. I can understand the reason it's complex, but it was still time consuming, and I would imagine would be very frustrating for people who may not be great with computers. I booked some flights for myself and my partner using the flights promotion, pretty easy and simple, takes a bit of time just organising it over the phone. The tickets were more expensive that if I had done it myself over the internet, so I don't save 50% getting a "free" flight, it works out to be around a 35% saving. Still a good deal for me (was return flights from Syd to Perth), but if you are thinking of only getting short flights that are usually cheap(ish), you may not actually save enough to cover the annual card fee. Service has always been really good. Some operaters are hard to understand sometimes, but they seem happy enough to repeat what they've said.
Terrible customer service
Basically I signed up to the card due to the 20K velocity points promotion. I received the first 10K points, but haven't received the 2nd 10K points for spending $X within 3 months. I spent that within the first 2 months. 7 months later, after numerous calls to the customer service line, and numerous attempts by the customer service rep to get the points allocated, and numerous times being told I will have them soon, I still haven't received the 10K velocity.
They don't live up to their promises. I have started looking for alternative solutions for credit cards linked with Velocity reward points.
1 velocity reward points for each $1 spent.
Customer service is terrible.
Appalling service - hopeless call centre
I was lured in by the flights promotion. I filled in the online paperwork and waited. I have a Commonwealth pension and a full time job - that just didn't make sense to their call centre staff, who literally reached the end of the scripting screen and started again. I've also worked in a call centre, I know how it all works - they are simply scripted and they can't think for themselves..and don't want to ... .
I then made a formal complaint - rec'd a call from someone promised me the world (e.g. waive the annual fee for the first year)....Today I rec'd my first statement - annual fee applied. It will be "waived" next billing period, but I have to pay the minimum fee and if I miss it, there's the interest to be paid. (there's nothing else on the card) This for a fee that shouldn't have been put there in the first place ?? When I rang them to complain, there's no record of my complaint or anything (yes, I kept all the e-mails just in case). I've been promised it will be fixed... I am now in the process of closing the account and will use the Ombudsman if things aren't resolved. I've never dealt with a more useless lot in my life! Please, if you value your sanity.. just don't go there Update: 26 Nov. Despite being told there is no way the annual charge can be imposed and credited on the same statement - two days after this review and enclosing a copy the the Ombudsman letter to Virgin Money - it's been reversed. Just galling it had to get to this level of correspondence to get something done. Call centre staff who have no idea. Misleading promotions, Poor record keeping detail
Got this card because of the free flights about 18 months ago and recently cancelled it because of terrible customer service.
A bit of background: I am obsessive about paying off my credit card. I last used my card in December 2011 and paid it off a couple of weeks later.
The same month I ended up in hospital with pregnancy complications. I paid off my card while in hospital.
In February 2012 I gave birth to my first baby 3.5 weeks early. Apparently around this time the card issuer issued a statement which charged its annual fee of ...$90. There was no indication in the emailed statement that it included this annual fee. As far as I was aware no further charges had been incurred on the card. In mid-April our mail redirect expired. With all the drama I forgot I hadn't notified Virgin Money (aka Citibank) of the new address. However, any correspondence sent prior to 15 April should have reached us.
Completely shambolic user experience
Activation process of online account doesn't make sense. The mailout directs you to call in to activate , but then the IVR has no appropriate option. I simply cannot download a statement (and therefore workout how to pay) when I try to access the default 'e-statement'. Ridiculously, you have to download your activity statement in a range of file types, the most user friendly is a .CSV file that you look at through in an Excel doc, (that you then need to adjust all the column widths to see the content! Also hard to believe but there is no way...of changing your card's PIN number! This is just amateur hour. The only thing that has gone as expected has been the booking of a 2 for 1 flight through the Virgin Australia call centre. Redemption of 2 for 1 flight through Virgin Australia call centre. No problem. Online banking does not work. Did not send online activation password when asked. Inability to change Card PIN.
nightmare with Credit Card Virgin
after many call`s numerous docs finaly got my card & transfered my balance ask for direct debit form 5 times no joy got 6 calls regarding non payment you have to send me an invoice as my internet link still do`s not work waiting on password /number now legal action over non payment final went to city bank & got the bapy number (comment thay think Virgin credit as a joke)
Scared off, thankfully.
The call centre wouldn't even pick up so I could activate my card. After reading these reviews... I won't bother.
They also tried to scam me out of the 20,000 Velocity Points. After a email to the Australian Virgin Expert Centre, followed by a three week wait, I was granted the points if I activated my card.
One or two poor customer service staff is forgivable. However the entire CitiBank brand seems to have an attitude problem. I was refused to speak with a supervisor.
Thank you everyone for taking the time to write in. You saved me from a major future headache.
Cool design on card.
Untrustworthy, terrible communication, arrogant.
Worst experience ever.
Impossible to get a statement.Staff agree with you and do nothing about it.Staff are all liars,tell you what ever you want and do nothing. I can not understand how a big company can treat customers so badly.Virgin Credit cards are worst I have ever delt with.I advise anyone not to go near this company.
They are terrible!
I have held my virgin credit card since 7th of February this year (now 19th May) and I am not happy with the level of service I have been receiving.
- I have requested a credit limit of at least $10,000 upon applying for the card, got $7500 instead with good steady income proven. Because of the level of expenses I have I have to keep topping the card up several times a month so I do not run out of credit, something very annoying to do. Although I spend more than the $10k every month that would save me some top ups. I referred this to a CS re...p once and nothing ever happened. - I have been unable to log on onto my virgin online account for over 2 months now. After the first 2 weeks using the account my online access simply got blocked (while using the right username & PW) stil no luck. Then in the frustrating process of re-setting the password that I had right at first I was told that I had to get a new internet pin as I had thrown mine away not thinking that was necessary. At the end of the lengthy “online signing up” process you do not know what to keep and what not to keep as there are way too many letters and passwords and pins, etc so I threw away what I thought to be useless and got burnt. Although I had requested for a new internet pin to be sent back then it took 2 MONTHS for the new internet pin to arrive – and yes I had to ask for it twice. Having to top up my card every so often as I have no idea how much credit is left and not knowing when and how much the card is due for I get paranoid. Sure you can always call the friendly customer service (yes they are friendly) but having to wait 40 minutes to be spoken to every time is hard... tried calling them at 12:30am today and it worked, got picked up right away so the trick is watch all them movies on TV and leave the credit card call for when everyone else is sleeping.
Avoid Virgin Money!!
I do not recommend this card or Virgin Money in general.
I have used the card for a balance transfer.
Here are my complaints:
1) They charge you interest on the card fee - which doesn't get paid off until the balance transfer is paid. I have used other balance transfer cards and have never encountered this before!
2) The online banking portal is difficult to access and requires you to call a call center to get it working.
3) They charge late fees all the time. Due to the difficult online banking portal access, I put off calling th...e call center, and just paid an even amount every four weeks when I get paid. Just recently I figured I should try to see my balance - so I called and asked for a paper statement to be sent next month. I don't use paper statements with any other bank - it is just literally easier than having to deal with their online portal!!
virgin flyer credit card do not apply!
I fly with virgn every week and spend thousands of dollars per year with them and I cant even get a credit card approved! They state that all you need is to earn over a certain amount per year, which I triple that! and still got declined. I have a perfect credit rating and dont owe any debts. They would not tell me why it was declined and told me to apply again in a few months time. No way, i will not waste my time with an un helpful company.
Hello qantas! goodbye virgin!
everything. dont apply for this
Misleading Conditions for the High Flyer Card
Made the mistake of thinking that a Virgin product was different than any other product from the corporate end of town. Totally misleading terms and conditions for the high flyer card. The 4 free flights, or 2 for the price of one are riddled with fine print that is not even on the virgin moneys terms and conditions. To book these free flights you can only get an F class ticket (usually the 6am, or 8pm ticket). The terms and conditions states that you can book a saver, flexi and premium class fares, and not available on sale fares. When you spe...ak with the (off shore) call centre they say there is nothing they can do, and the problem is with Virgin Australia. Might as well be a credit card from the big 4. Nothing any more. Misleading terms and conditions.
Other Frequent Flyer & Travel Credit Cards
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