Card OK, Virgin Customer service, abysmal.
Read Not Happy's review.my experience is exactly the same, possibly losing a home loan for not disclosing I had a Virgin credit even though I had told Virgin that I had cut up the card and to cancel it over 3 months ago, but they never did. devious, rude people at their call centres,
Promise the world, deliver nothing
Tired of the false promises of upgrades and economic seating as a top 1% traveler. I can’t even get an aisle seat! Pathetic
Worst customer service
I applied for their interest free credit card to take overseas with me in 2 months time. Missed a phone call from a random number, I assumed it was them but they never left a voice message or tried to call me back. A week passed and I hadn't heard back about anything in regards to my application. I called them back only to be told my application was declined and had to supply 3 months worth of bank statements for a re-application to be done. I done so and was told to give them a call back myself (they wouldn't even go through the effort to call...me back when they made progress on my application). I had to call them back 4 times before I had a answer, only to be told I have been declined again! No explanations were ever given as to why I was declined, no effort was given by them to verify my employment even tho they had all that information. I now cannot apply with them for another 6 months time. They truly wasted my time.
Platinum benefits not worth it
Finally made Virgin Platinum level only to find the benefits are not what is detailed in their Welcome brochure. When checking with Virgin call centre, they advised that I should consult the full Terms & Conditions that are on their web site.
1. The brochure advised that you will get a guaranteed economy reward seat for you and your family each year for being a platinum member. However, in the T&C’s you must purchase certain fares to be eligible. The fares required are much more expensive so in most cases will make it too expensive to tak...e up this option. 2. The brochure advises that once you reach 1300 Status Credits or 1800 Status Credits, you will qualify to get a Gold or Platinum membership respectively for a family member. Apparently, The Status Credits must be earned once you become a Platinum member and during your anniversary year. So you will have to get 1000 Status Credits to get Platinum and then another 1,300 Status Credits to get a Free Gold Membership. 3. They also offer 4 free upgrades over the year, however, you then find out that you must purchase more expensive fares to get these upgrades. So once again not worth the cost to use. So before you plan to spend thousands of dollars to get to Platinum level you may be wasting your money. Better to go to Qantas and get Gold there than continue to spend money on Virgin Platinum Status.
I wish I could leave ZERO stars.
The actual card is pointless to use to pay bills.
The supposed bonus points are near impossible to attain unless you're a big spender in shops. I paid heaps of bills and was told because it's Bpay it does not count for points!!! My annual fee should be refunded.
We had a ZERO balance at the time of the due payment and we were still charged interest.
1 painful phone call resolved it. Pity you can't teach common sense and logic to people.
AVOID this card as there are plenty of better cards out there.
Great experience, thanks
Have had my Virgin American Express credit card which is linked to Velocity Rewards Flyer card only a couple of years & do not spend extra money with it trying to gather points (in fact it is difficult for me to do this due to living in a country town where few businesses accept this credit card which costs 0 $ annual fee & if I pay on time 0 $ interest charges).
Decided to claim a return flight from Melb-Newcastle with this card/points program recently & was very pleasantly surprised that the points (approx 30,000 I think) covered whole j...ourney & was not that difficult to navigate website-unlike an opposition rewads program I'm trying to use today! So a big THANKYOU to Virgin Velocity & American Express for making dreams come true. I will continue to use this program & credit card in good faith & would definitely recommend both.
Worst customer service ever.
They have the worst customer service ever. Even one star is too good. Try to ring their customer service when you have a query, you will end up dealing with people overseas who you can barely understand and their distant call made it no very audible either. Everyone you talk to is clueless, you get passed like a ball from one idiot to another and back to main menu again on and on. How can Virgin use that kind of backward service? I will have to cancel that card, no way I am going to spend over 30 mins over the phone to deal with clueless people again.
Call centre is hopeless
Had 2 simple questions: what are my 80,000 points worth? and I'm comparing 2 flights virgin vs etihad -so what points would I earn? Tried web site - it's unclear and referred me to the call centre (!). 1st level was hopeless, then spoke to 2 different teams... after 90 mins, I have partial answers, (which concludes the points are virtually worthless). What a waste of time, my gripe is the program is too complex, the web site is too complex and employees are unable to communicate in a way that makes sense to the average customer. Virgin leaders - try using the service yourself, get your best staff together and map out the customer journey - then fix it.
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.
An OK Visa card for Velocity earn
Have had this card for about 3 years now and haven't had any major problems with this card, although the Virgin Money website is a little bit clunky it does everything I need it to do. After several attempts they gave up trying to upsell me other products (especially life insurance). Replacement cards have been ordered and are delivered in the promised timeframes. The auto point sweep to the Virgin Velocity account is monthly and is reliable. The sign-up Velocity points bonus was honoured (unlike some other credit cards whom you have to chase t...o get the sign-on bonus honoured!). Haven't had to use the call centre a lot but has. I have found them generally quick to answer and although obviously an overseas based call centre have always been polite and are able to address issues raised in the phone call. Always pay the balance every month so do not pay interest - I expect that the interest rates charged are extremely uncompetitive. For places that don't accept Amex I have found this to be a reasonable Visa card product. Recently they have rolled out the ubiquitous 'get whacked with foreign transaction fees if the merchant uses an overseas bank' with the usual disclaimer that customers have no way of detecting if a merchant uses an overseas bank until the transaction is processed, so its essentially a secret undisclosed 'surprise fee', but most of the major banks have already implemented the same changes so look at a 29 degrees card or similar if you want to use this online or where foreign merchant banks are becoming more common i.e. Google Play, Amazon, Goupon Australia and many hotel and airline booking sites
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
Disappointed with the 2-4-1 ticket deal review
The included deal of getting 4 flights a year with 2 tickets for the price of 1 has been changed to a much less attractive offer since the end of last year. I'm pretty disappointed because that isn't what I signed up for. Now the only part of the ticket that is half price is the base airline ticket fee, which doesn't equate to 50% off your ticket like it used to.
Brisbane to Melbourne flights for May are $165 with Virgin...
Virgin with 2-4-1 offer costs $441 (with all taxes and booking and service fees).
So that is not too bad, $220.50 p/p...
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!
Application process is a nightmare!
The initial step of 'instant' pre approval was fine - they called my workplace within the hour, great! I receive an e-mail asking for some ID documents to send - no problem - that's where to process becomes tricky. They want you to post or fax the documents - but they email you to ask for them? It's 2013! Who uses a fax machine or an envelope?!
So I neatly PDF the documents they asked for and replied to the e-mail that came through. In the meantime you get your first call from them making sure you know what to do. My e-mail bounces back, I ...call and get given a different e-mail address - it bounces back! I call back and get a third e-mail address - it finally works. Whilst they're taking 24 hours to open your mail, you get e-mails every few hours asking for the documents you've already sent and a text message at 7am on a Saturday morning asking for the bloomin' documents again! Then, when you finally think you're done - you get a third call saying thanks for your documents but now they need your Medicare card too and when you point out that wasn't mentioned in their original request they send you another generic e-mail with a completely different set of documents they need. Seems a bit shambolic to be honest and I haven't even got the card yet! The interest free period seems good Call centre team that can't give you the right answer first time and too many calls, texts and e-mails
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.
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