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.
This is a stinking card with misleading terms and conditions. The free flight offer is a definite bonus but any money you save will be lost when they ping you with their ludicrous interest charges. The flight availability is very poor. The card states that you get 44 days interest free on purchases but this is misleading because to be considered for the 44 days the balance needs to be paid in full, by the due date for two consecutive months. The statement arrives and you get about 4 days to pay. If you don't pay then they hit you with 20.99% on...each and every item on the card from the day you buy it. The 44 day offer only comes back into play when you pay in full for two consecutive months again (you are paying 20.99% on everything until this point from the moment you swipe your card!). If you take advantage of a balance transfer offer for the 3 months interest free period, the fact that you don't pay off the balance within the first month means that you will fall victim to the no 44 day interest free trick. Misleading, sneaky, disgusting! Nice colour card Misleading, sneaky, VERY poor value
What a waste of valuable time!
I wish I had read this page before I bothered to respond to the invitation to apply for a Virgin Flyer Credit Card. I spent about two hours filling in the online form, to finally click 'Submit', and it didn't work! I called the number but they were closed, so I had to go through the whole thing again the next afternoon with someone at a call centre in, I would guess, the Phillipines. Finally finished that, get left a message about an hour later, at 7.30pm, asking me to call back, and I do - the message says 'we close at 5pm, call back tomorrow'...! I call back the next day only to be asked all the information I had supplied, again. And so on. Every day, more calls at 7.30pm, leaving me to call back the next day. They demanded I fax a payslip, my Medicare card, a phone bill. They could simply not get that I have both permanent employment and am self-employed. They lied about having rung my work to verify my details. They finally did ring my work. Then they called me again, this time they wanted me to call my accountant to tell him to ring them. They subsequently, to quote him, drove both him and his secretary mad with several calls. They did the same thing of calling him back the next day to 'verify the details' he had given them, day after day. He lodged a complaint (as had I) with no response (nor to me). They kept calling him, asking if I worked for him!!.... You get the picture. I just came home to a letter from them, after 10 days of this incompetence, saying I was declined, but that they were 'unable to provide specific reasons for our decision' and that if I could provide 'additional information ... eg other forms of income or investments', they would reconsider (I earn over 100k per annum). I have a perfect credit rating, was offered a Diamond card from the Commonwealth Bank for no fee, but I'm not good enough for Virgin - even though I get unsolicited offers from Citibank offering me a pre-approved card, and even though I was one of the original Virgin cardholders years ago, before they went bust. All up I have wasted about twenty hours of my valuable and expensive time on this useless exercise dealing with incompetent people, just to earn some extra Velocity points. I might add that I got a GE Creditline account approved in less than five minutes when purchasing something from the Good Guys, with a higher credit limit than I wanted from Virgin. You could tell how angry I am from how long this review is! Are you listening, Richard Branson? Do what I didn't do, read this and then DON'T BOTHER APPLYING. Terrible incompetent non-service
2 for 1 flights = too much hassle
If you're getting this card for the savings offered by the "Buy a seat and get a second seat FREE", like I did, don't bother. It's a nightmare booking these flights and next to impossible to access low cost fares via this deal.
standard credit card, earn velocity points when used
process around booking 2for1 flights is a complete nightmare, not worth the time
Expensive card but good rewards if you like flying Virgin
I got this card for the complimentary 4 free flights a year, which you can get when you buy a domestic seat on Virgin. I was a bit worried they would be hard to redeem, like a lot of frequent flyer seats, but actually so far have found the process pretty easy and have not had a problem booking seats when I want them.
All up, great perks if you like flying Virgin. But be warned, don't be fooled into thinking this is a cheap card just cos its from Virgin. The interest rate is around 20% and there is a $99 annual fee, so definitely make sure you pay off your bill in full each month otherwise you will be paying way too much interest and the perks won't be worth it.
4 free flights a year offer is great
High interest rates and annual fee
Complete incompentence. Rude service. Unable to verify transactions. Caused me a lot of stress.
I was one of the first people to sign up to a Virgin Flyer card, after having years of good experience with Virgin Australia and Virgin Money.
At first I thought Virgin Money were ok, my online transactions seemed to add up and I could access my statements on Safari on my Mac, although not Firefox. Imagine my surprise one day when a payment of nearly $4000 never showed in my transactions, even a month later, and their statements would not work on either Firefox or Safari. Meanwhile they began ringing me to insist that I pay their bill. I ex...plained that I had no confidence my last payment was received, in fact it appeared otherwise. They said they had received my payment (where was it then?) and that I had to pay. When I explained my problems, they said its a known problem they have with Mac computers (i.e. too bad for me because I own a Mac.) Getting nowhere with this representative, I wrote a lengthy email to the Help Centre, who took days and days to respond and then completely missed the point and said I had a late payment fee because I paid my last bill too early in the month! I then had to write another lengthy email to Virgin and explain my problems, in detail, with attached pictures, by which time it was causing me a lot of stress. It took another two weeks for them to sort out, in the meantime I continued to accumulate interest and late payment fees. They insisted on calling me at work on numerous occasions when I had asked them not to, and I knew they called after work hours as I had received calls before at that time. One representative even insisted that I talk to her now despite the fact she had called me on my work phone!! By this time I had well and truly had it with Virgin Money and decided to pay in full and cancel my card. The flights are a waste of time (see cons). You end up paying more in late payment fees, 21% interest and annual charges than you ever get back in free flights, which are not free anyway because of fuel surcharges, taxes, etc. The 44 day interest free period, like the other reviews have said, is too difficult to manage because you have to pay off your bill in full at the time of the month designated by Virgin Money, and have paid at this time for the last two months, otherwise you get charged in full from the day you purchased each item. If you miss a month's full payment, the huge interest charges show up again. Overall, the worst experience I have had with any company at any time, ever. I'm still amazed at the incompetence of the service and the rudeness of the staff. Virgin's brand will be going nowhere fast with the addition of this awful service. Received some Virgin Flyer Points, but cost me more in fees and charges than the point value was worth.
I would not apply for another Virgin Credit Card Again!
First - no mailing address on the application form (that's why the post office has post office boxes!) - so we didn't get our card. After about 45 minutes on the phone we got through to somebody who had to reissue the card. Then, it had to be activated - called but it didn't go through. Called again then tried to use the card for PayPal - blocked. Called again - they activated it for EVERYTHING but PayPal. After ANOTHER call, still no internet activation code. And on top of this, it is SO hard to understand them. I'm fed up. I've never had so many problems with a credit card company. No more Virgin finance products for me. Stay away - use AMEX.
Being able to choose the color - that says it all.
I JUST DON"T TRUST THEM
As everyone has said, it was a dreadful experience dealing with robotic people who had absolutely no idea on how to connect with a potential Australian client. After many calls and supplying a large number of personal documents,I have received approval and have been asked to activate my card. After trying to make sense of the Terms and Conditions and suspecting jargon is hiding traps I thought it best to proceed with caution. I have reviewed this product review site and conclude that the experience I had has been the experience of others. Looks...like I'm not going to proceed and will not activate the card to avoid the $99 even if I did nothing else. Thank you all for your comments. You may have saved me a lot of future hastles. I liked the possibility of a link with Virgin Airlines. Disgraceful phone experience. Unfathomable Terms and Conditions.
A waste of time
Like other reviewers, here, I found applying for this credit card a waste of time. I applied, supplied all required documents (including an original superannuation statement and officially stamped and signed bank records) and after receiving a cute "the approval stamp is hovering" email, I've had nothing from them except a series of phone calls to corroborate the same financial information several times. When I called to check on the application's progress, I was told my finances were "very suspicious" in as arrogant and rude a manner as I've e...ver encountered. I've now told them to keep their cards. Time consuming process, no on-going application status reports, rude call centre employees, no clear communication route other than call centre
Only got it for Frequent flyer points otherwise avoid
Well I'm into the process of trying to accumulate virgin frequent flyer ponts. So I chose this card. (virgin high flyer)
Firstly it took a while and numerous phone calls to get approved. A process of about weeks.
They only gave me $10,000 credit limit on gross annual income of over $1 million pa (medical specialist), which is unfortunate because I keep reaching my credit limit before the month's up. (I have a CBA credit card with a $17,000 limit but that's linked to Qantas FF).
When asked about increasing the limit they said you have t...o have the card for 9 months before even they allow credit increases. I'm not sure if this is a deliberate way to restrict your spending having a very low spending limit, as in the end this is a Platinum Visa Card.
Virgin win the top prize for the worst customer service in the world
I have been a loyal Virgin customer for years having come from the UK. I fly with the airline very frequently and decided also to join the wine club. I am a silver member and close to becoming gold. I have flown to Thailand business class with them and was just about to book business class to the UK.
I applied for the credit card - primarily to get the points on all this stuff but got declined!!
I own and operate a finance company which is doing fantastically well. I kept getting calls from an offfshore call centre who could not understan...d anything I was saying - they were trying to verify my income but it all seemed too hard for the caller to understand. In the end my accountant called them and tried to get them to understand but I got declined again!! Is this how you treat your 'valued' customers? I think not. Goodbye Virgin Airline, Goodbye Virgin Wines - hello Quantas! There is nothing good here that I can find The worst customer service in the world.
Misleading T&C x 2
I second that highvoltage03 said. I too joined for the free flight deal. I made sure I read and understand the T&C called up to book a flight and then they given me this whole deal about F class, where does it say that on the website? Oh yeh, and apparently there are no F class tickets at all on Sundays ever.. so where does it state in T&C that you cannot use the deal on a Sunday?
The customer service is absolutely appalling, they are scripted as and cannot think outside the box... I kept on hearing "oh I don't know sir, I'm not trained for...that". They (Virgin Money/Citibank) kept on blaming Virgin Australia and Virgin Australia blamed the Virgin Money. I specifically asked not to be blind transferred from person to person ... but they just transferred me and had to repeat myself at least 4 times speaking to a bunch of different people - all scripted repeated that same thing "there is nothing we can do, you have to speak to Virgin Australia or vice-versa". Not recommended, I am getting rid of mine... it's deceiving and the worst customer service in the world... unless everything goes smooth, but don't ask them to think outside the box - they will wont know what to do. $99 per year, interest rate 20.99%, misleading T&C and bad customer service
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