Ask Virgin Money

@markelwood That's so frustrating, Mark! The team are aware and working on a fix. If possible can you drop us a DM, so we can grab some further details from you to provide over to them? ^JG

@AskVirginMoney Hi. Yes I have. It is the same error on Windows PC and iOS devices. Multiple browsers too, Edge, Chrome, Firefox. The issue is with the page. It appears Captcha is broken.

@AskVirginMoney I’m trying to use your Card Checker website to apply for a credit card and the website is broken. At stage ‘about this check’, it wants me to validate that I am not a robot, but there is nothing in the page to do this. Captcha is broken. Tried on multiple PCs.

@mark_kane Hi Mark, If you are able to send over a DM we can have a further look into this issue for you ^SC

@AskVirginMoney I see this more than my bank account details. The app needs sorted out.

@laura_clark84 Hi Laura - sorry to see you're having issues accessing our mobile App. Could I ask what type of account it is that you hold? And if it's our Credit Card or Banking App you're having trouble with? ^KP

@AskVirginMoney I am trying to access my app however I keep receiving a notification advising there is an issue at your end. I have updated and closed the app however keep receiving the same message.

@Jack_Pearson03 Could you please drop us a DM, just to allow a little more room to chat about this issue and help resolve it with you this evening? ^JG

@AskVirginMoney Yep and different devices too

@AskVirginMoney I can’t verify that I’m not a robot cause there’s nothing to check???

@Jack_Pearson03 Thanks for letting us know! Have you attempted this with another browser at all? ^JG

@AskVirginMoney Virgin Atlantic credit card

@ad_clarky Hi Adam, sorry to hear you are having these issues. So I can assist best, can you confirm which app your using, is it the personal banking app or credit card app? ^SC

@AskVirginMoney cannot pay on app by bank transfer today, option not available, debit card not working either

@Steve94350849 Hi Steve, I apologise that you've been having some issues making a payment to your Account, but let me help point you in the right direction to get to the bottom of this. Could you please confirm what type of Account you hold with us? ^JS

@AskVirginMoney hi, I'm trying to make a one off payment to my card, usually when I do this it takes me to my banking app for authorisation, but today it just posts your bank account and sort code so that I have to manually make the transfer. Are we no longer able to make 1 off

@Villanous_ I'm really sorry our response seemed abrupt, and assure you this is not typical of our online Savings team. We'd be keen to investigate this further to give feedback & should you also wish to get the ball rolling with that, let me know and I'll guide you on the next steps.^LB

@AskVirginMoney I did, yes. And when (after receiving no confirmation that it'd been actioned) I chased it up, seeking an update, the reply was curt ... 'already been actioned'. Not a great look. I was also told, in the same message, to 'use Word and c&p' to avoid time-out issues when messaging.

@AskVirginMoney I've only been with you for 3 weeks and the Interest Rate on my 'Double Take E-ISA' has dropped from 4.15% to 4.07%. Is that the 'Double Take' element? You 'take' money off me and 'take' the piss by not informing me (per your mandatory 14 day notification)?

@Villanous_ If you feel a little in the dark - I totally get where you're coming from. Did you send your request in via the 'Secure Message' facility at the top of your online profile when signed in securely? ^LB

@AskVirginMoney Aha! (Partridge voice.) I get it. Might it've been an idea, when I requested the change from Annual to Monthly, that, not only would I have had written confirmation that this had been actioned (I didn't - *I* had to chase for an update) that this fact would've been pointed out?

@Villanous_ Ah I see, so it's not that we've dropped the rate - the monthly interest option has always been 4.07% as outlined here: spkl.io/6015Af8td However, if you opted for monthly interest to be paid back into this account, then you'll get the annual equivalent rate of 4.15% ^LB

@AskVirginMoney That's the one, yes. No, I opened it (swiftly, nearing Tax Year end day, so without paying enough attention) as 'Annual' but recently (within the last 7 days) had that changed to 'Monthly'.

@missthorpe Hi Kirsty, thanks for getting in touch. The best way to order a new cheque book if you don't have online banking is by giving our customer service team a call, and they can order one for you. Please call 0800 121 7365 (Mon-Sat 7-9 & Sun 10-5) for assistance ^EL

@AskVirginMoney How can I request new cheque book? I don’t have online banking, thanks

@Har234234 Hi there, thanks for the mention. Great to hear you've got a brand new Virgin Atlantic card with us! I can certainly advise. Once registered to the App, you can go into 'Accounts' and then the 'Rewards lounge' tile - there should be an option here to add this in. ^AH

@DeniseWilkjo Happy to help. Have a great day! ^LB

@AskVirginMoney Thankyou very much

@AskVirginMoney Hello. How can I have my password reset when I’m out of the uk?

@DeniseWilkjo Certainly, coming right up. +44 141 621 5620 is the international number to call, and the team are around Monday to Friday 8:00am to 6:00pm, Saturday 8:00am to 3:00pm and closed Sunday. They'll get you back on track. ^LB

@AskVirginMoney Hello. Can you please provide me with the contact number? I am not in England at the moment.

@DeniseWilkjo Sorry to hear you've had trouble with the allocated password Denise, and are now locked out of the account. Unfortunately this is something that can only be resolved over the phone, and by speaking with our Savings team directly. Do you have their contact details? ^KP

@AskVirginMoney I’ve just opened a Virgin ISA. The system generated a password. When I tried to logon, it wouldn’t accept the stored password. I’m now locked out. Can you please unlock my account so that I can receive an email to reset my password. I don’t get that option now.

@Sajaluca Hi, thanks for the nudge. A reply was sent back to you at 5.21pm via private message if you'd like to take another look. ^LB

@AskVirginMoney Hi, I sent a PM yesterday with details after you said you could help but I haven't heard back yet? Apologies if someone is already looking into it or you are very busy ☺️

@AskVirginMoney hi, I'm having a complete nightmare trying to get my father-in-laws ISAS's transferred from Virgin Money to Virgin money. Please can you help me to help him. He's 92 years old and completely blind. Can I PM you with details? 🤞🏻🙏🏻