100,000 Bonus Velocity Points on offer (see Details below)
Earn 1 Velocity Point per $1 spent up to $8,000 per statement period
$129 Virgin Australia Gift Voucher and Two Single Entry Virgin Australia domestic Lounge passes each year
Complimentary Travel Insurance
$289 Annual Fee
Minimum Credit Limit of $15,000
Minimimum Income requirement of $75,000
3.3% International Transaction Fee
Ready bad - insecure application process
When you apply, you are asked to upload copies of sensitive documents (drivers license, Medicare card, payslip etc) to support your application. The only problem is that the upload tool on their website does not work.
So I called to ask how to get around the issue. The (overseas) agent recommended that I just attach the information to an email and send it to her. As anyone with a clue about IT knows, this is an incredibly insecure way to transmit personal information.
So I declined to email it to her. At which point they said that I had 'chosen to cancel my application'.
So, if you really want one of these cards, you need to be 100% prepared to email your personal information to a random Filipino…..
- Verified customer
I like this credit card because it came with good rewards and offers high and often triple velocity points. The downside is that it is a long application process, average support, international fees, no apple pay and only a simple phone app. Now that I have it earning a respectable amount of points I consider no reason in changing to a different credit card. I have earned 300,000 velocity points in 18 months with the initial promo period and spending about $5000 a month.
- Verified customer
The ONLY card that refuses to join ApplePay or PayID
In return for a $289 + $89 supplemental card annual fee I expect some small measure of service. I have asked Virgin for two years now when they will join ApplePay and PayID, so that I need not carry my wallet when, for example, out for a run. Repeated promises that the service is imminent have never been honoured. They refuse to join because, obviously, there is a fee they would have to pay Apple. Even Citibank, the issuer of the Virgin Money cards has joined ApplePay.
Moreover, Citibank AND Virgin are now pretty much the ONLY outliers that wi...ll NOT sign-up to instant money transfers through the new PayID system. Something that has attracted the ire of the Reserve Bank no less. When I wrote to Virgin to complain about this and told them I was now looking for another card this was their response, dated March 2019: "I’m sorry we’re unable to provide you firm dates of when we’ll have ApplePay and PayID available. I understand that if these functions are important to you, another provider may be best suited to your needs." In other words: put up and shut up, or just do us all a favour and screw off.
Shocking customer service
What a waste of 2 weeks going through the ordeal of putting in a application for this card. The customer team requested further information off me twice, the exact same information. Good income, no debit, good credit score and now I've waited 2 weeks to be knocked back. After dealing with their overseas call centres I think I've dodged a bullet. Much easier companies out there to deal with
Good earn rate - but the customer service is terrible !!
I’ve had a few cards I’ve rrhw years and can say on the positive side - if you get and use this card like it says on the wrapper - it’s a great points machine. If you don’t pay on time or use things like cash advance - you’ll get burned - but that’s not unlike any other card.
The negative thing is that the customer service is provided by Citibank as some have already stated. It’s terrible. I had a disputed/chargeback - and it took 5 months!! To resolve it with the merchant. I’d take my Amex any day for the customer service.
Also no mobile web experience in 2019 - really!!?
The reviewer stated that an incentive was offered for this review
Beware: pulls you in with balance transfer and points offer - end up paying 20.74% interest from dat
I signed up for this card as it seemed a great offer. 0% on balance transfer and 40,000 bonus velocity points a month for first 3 months if spending more than $3,000. $289 annual fee
I went ahead and signed up for this as it looked like a great offer.
Surprised to log on and find out I had been charge over $100 in interest fees as I diligently paid off the new purchase amounts ontime whilst leaving the balance transfer amount.
When speaking to their call centre I was told to read the fine print: "No interest free period is available on Cash ...
Dealing with their overseas call centre
After being a client for 7 years and having this card, never missing payments, always paying off the outstanding balance every month. I assumed that i was an ok customer. Obviously not. ANZ did not make my payment in April to Virgin due to a technical glitch and all hell, has broken loose. Virgin Collections have called me, and I have disputed a number of debits from previous months that aren't mine. It has been unbearable dealing with the overseas call centre case manager. Rings me at work at 10.00am and is surprised I can't talk. I've been de...bited with late fees and interest and I have asked them to refund them since this is the first issue I have had in 7 years. Its as if I have asked for a kidney transplant. The case manager is unable to comprehend what I have put to her in writing. She keeps repeating herself, and asserting her so called authority. So we have hit a stalemate. I will be closing the account, I have written to them outlining how much I owe, have deposited the funds and never want to deal with them again. These people can't do anything other than ID you when you ring. Anything over and above this is just too hard.
Painful experience, beware.
I hoped to earn some Velocity points by using a Virgin card to do some regular shopping, and big ticket items, around $10K per month, paying it off in full each month. Application process was OK, but they sent the new cards twice to the wrong address, no follow up calls, had to call several times. Then huge annual fee upfront (much more than I expected, can't remember accepting it), then email failures, multiple overdue fees, obtrusive phone calls at work, card not usable for big ticket items (airfares!). Paid the whole thing off today, barely 2 months after activation, wish I had never started on the whole process. That's $350 I'll never see again.
Declined for a Virgin High Flyer Card - no clear reasoning / insight from call centre
Looks good, but a really terrible application & verification process.
Comfortably exceed the minimum income criteria, no debts / loans, large cash assets, no balance owing on existing cards (total limit < $20K), provided all the paperwork they have requested, declined based on amount of credit that could be approved was less than card minimum. Never been turned down for a Credit Card and have often held 2 or 3 with $15K concurrently in past years with lower income. The reason for the 1 star - The call centre can provide no explanation of the a...
- Verified customer
Disorganised application process run from India
Applied over a week ago, got contacted twice on the same day last week and asked the exact same clarification questions; first person had promised to call back but didn't, still haven't heard anything a week later - called up to ask what's going on and given no more information than what was shown on the website.
If this is what customer service is going to be like (and given the other reviews - it is) then I'm cancelling my application and going with a larger and more mature provider (who actually supports apple pay).
What the??!!?? Paying customer expected to do their own follow-ups!
I am a paying customer as I have been paying the annual card fee for my Virgin Money credit card for the past 5 years, much to my regret now.
They recently locked my credit card simply because their security team made a random phone call check and I did not pick up. No voice-mail was left, no re-attempted call was made, no emails, no letters... no nothing. I was not made aware of this security check or their call.
After a couple of "card declined" situations, I contacted Virgin Money and was told of this security team check. What kind of ...service is this, especially if I had to pay for the card, when I had to do my own follow up? Luckily, I had other cards to rely on because what if the Virgin Money credit card was my only credit card and I had to rely on this one card? I went from contemplating about closing my Virgin Money account to deciding that it would be the right thing to do. I advised them that will pay what is owed on the account and close it before the next annual account renewal date. To my chagrin, when I logged on to my online account earlier to arrange the payment, what do you know, I can't see my credit card account details, the outstanding amount owed, or access any of my statements (the pop up message says that they are not available at this time). If they are going to charge me interests or renew my annual account fee in the meantime, I will bring this to the ACCC's attention. This is unfair practices. Beware. Earning points. Bad procedures if this is how they do business. Not a good exchange rate for international shopping.
Decent rewards, good insurance, polite staff but clunky systems make for frustrating experiences...
The annual fee is pricey, and I think I'll probably look for a cheaper alternative after this year. However, after using the insurance to pay for over a week in a European hospital and missed accommodation, the annual fees have been worth it. (Also, paying $289 p.a. in fees is cheaper than the $300 odd per person for international insurance of equal cover.)
The rewards are okay, going into my third year of using this card and after using it overseas (cheap if not free exchange of money in most countries) I have enough to do a 3 stop round t...he world trip. As others have stated, the sign up process is frustrating and every time you have to contact the customer service it is clunky, though the staff are polite, I think it's just a symptom of having all service over the phone. That said, similar cards for similar annual fees are available from bricks and mortar banks with in person customer service... Overall a good card. Good rewards, Good insurance (easy claim process), Excellent to use overseas Expensive, distant and clunky customer service.
Virgin Money and the Indian Call Centre of Doom
Trying to secure a Virgin Money credit card was the like receiving a financial enema. This is a true story.
I filled out the online form, and faxed through the required ID documents. Seemed simple enough, I met all the criteria easily. But then I began getting calls from the Guy at the Indian Call Center.
The Guy from the Indian Call Center would always call me at 11:00am every day, and would refuse to call at any other time of the day. If I was busy (because, you know, it's usually a time when people are working) and asked him to call ba...ck in ten minutes, he would call me back at 11:00am the next day. He then began asking the most weirdly intrusive questions. Not content with four proofs of ID and a certified letter from my employer to verify my income, he proceeded to call my direct superior, the office accountant and finally (no joke) the chief financial officer of the company...all in a frenzied effort to continually confirm those details. Even then, he wasn't content and wanted to speak to someone else...the CEO perhaps? Prime Minister of Australia maybe? Did I get on some FBI watch list, and only Virgin Money knows about it?? He asked other rather bizzare questions. I had estimated my income on the application form, and the company letter had detailed a slightly different (higher) amount. The guy rang me (at 11:00am) and demanded to know why the letter stated I made a higher salary than I had written on the application. Huh? Is making more money really a problem for Virgin?? I also explained to him the meaning of the word "estimated".
Worse than divorce or a death in the family
These people are totally incompetent amateurs & why Branson tarnishes his Virgin brand name with Citibank, I will never understand.
I do fly Virgin all the time & the combination seemed a perfect fit. How wrong was I?
The 20,000 points @ signup has never been honoured 5 months or more after signing up despite repeated requests [more than 5]& over $20,000 spent on the card.
After sending 3 direct deposit authorizations over as many months they say they received 1 on September 7th it is now December & they have never direct debited our bank.
I authorized in writing for my wife to have full access when she needs to call or do anything with the account....if she calls & can get through they refuse to talk to her.
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