Virgin Money Australia Reviews 

I would say terrible customer service but there isn't any.

I need access my savings account urgently. Trying ro transfer money and all day I have been getting an error message on both Android and Web browser so seems the issue is on Virgin's end. I have been waiting on hold on phone for 1 hour 20 mins so far, and on live chat for longer. I need access to this account today and I am starting to get very anxious this won't be possible. Please someone, this is not cool...

If I could give no stars I would. Zero customer service. Have been on the phone for over an hour to sort out issues their end after I have made nearly $20K in repayments on my card for those not to show and it telling me I have that debt. Don't think so Virgin. I have all of my receipts. Causing me great anxiety and angst and they couldn't give a shit.
DON'T TOUCH THEM WITH A 10 FOOT BARGE POLE!!!!!!

Impossible to get a hold of. this time have been on hold for 1hr and 50 minutes. No option to have a call back or any indication of how much longer it will be.

Very worse customer service service. Waiting fr more than hr twice in a now. No one is answering, my mobile phone battery is drained from waiting to amswer my call. Only you can hear is answering machine for morethan 1 hr.

Customer Service is non existent. Would have to be worst financial institution I have ever dealt with. Extremely long waiting periods to speak to Customer Service Assistance. When you finally get to talk to someone the response is not only unhelpful & dismissive, it’s also clear they are untrained.

If I could give 'no starrs' this is what Virgin Money would get. Their new web site is terrible, very hard to navigate and then I was blocked.. ....which resulted in a 45 minute wait and a waste of my life. Very dissatisfied.

Someone hacked my virgin money bank and stole 250$ virgin money shut my account down and refused to get my money back. Worst bank ever

⭐☆☆☆☆ Very disappointed with Virgin Money Insurance – claim unfairly rejected
I insured my work van with Virgin Money Insurance, and when it was stolen while I was on a job, I expected fair treatment. Unfortunately, my claim was rejected
without a proper explanation, even
though I provided all the evidence and
police report. As a small business owner, losing my van has caused serious financial stress, and Virgin Money showed no understanding or support.
I strongly advise others, especially tradespeople, to stay away from Virgin Money Insurance. They make the process difficult and don’t stand by their customers when you need them the most.

They've cancelled our home insurance as soon as we mentioned that we are planning to add extension. So much for assurance with insurance. the worst company we ever dealt with. Today's Virgin is no longer that Virgin quality of service that we used to know, whoever runs it seems to purposely run it out of business.

Tried to call late Monday morning to get my account unlocked. Gave up waiting after 32 minutes on hold. Very poor service.

Please could you put a bit of effort into improving the wait time - and even (like many other sites) add the expected wait time to the message.

Don't bother - I don't think they actually want your business. They make it way too difficult to upload your documents and say they will send an SMS but nothing received. Guess I'm not proceeding with this one!

I had an extremely poor experience with Virgin Money Australia. Their customer service is very disappointing; the call centre is based overseas, and despite speaking clear English, the staff had difficulty understanding anything I said. On top of that, they were very hard to understand in return, which made communication frustrating and unproductive.

Overall, the customer service is of very low quality, and I would not recommend Virgin Money to anyone. I certainly would not go back to them.

> I took out a Virgin Money insurance policy based on the information provided by their staff, including a promise of Velocity Points. When their staff gave me incorrect information, they refused to honour the points and instead offered a small cash alternative. If the value is “the same,” why not simply issue the points as promised? This has left me with no trust or confidence in Virgin Money – I’ll be cancelling my policy and moving elsewhere. Very disappointing experience.

If you’ve ever wondered what happens when a brand licenses its name to a Frankenstein of third-party vendors, offshore call centres, and legacy banking infrastructure—Virgin Money is your cautionary tale.

I applied for a supplementary card. Simple, right? My wife completes ID verification at Australia Post (we even have the receipt), only to be told—weeks later—that no verification was received, and that we need to do it all over again.

But here’s what you don’t see from the outside:
Virgin doesn’t run its own shop. They own the debt, sure—but everything else is outsourced to the cheapest bidder. Customer service? Offshore, with agents who aren't briefed on the full picture and fumble through scripts like it’s amateur theatre. Digital experience? A NAB-whitelabelled patchwork of disconnected systems and services. It’s like trying to open a bank account on a fax machine hooked up to a blender.

I was told I was using the “wrong keypad” on my phone when trying to enter an SMS code. That line alone deserves an industry award for “most unintentionally ironic comment by a financial institution pretending to be digital.”

What they’ve built isn’t a customer experience—it’s a bureaucratic pinball machine, where accountability bounces between vendors until you, the customer, are gaslit into thinking it’s somehow your fault.

Worse still, this isn’t just bad service—it’s a breeding ground for operational risk. With disconnected systems, mismatched data, and confused frontline staff, it's only a matter of time before something critical (or confidential) slips through the cracks. If there's a major data breach in Virgin's future, nobody should be surprised—it’s been architected for failure.

To cap it all off: I had genuinely planned to shift loyalty to Virgin across the board—including flying and financial services. But this experience has done what no competitor could: cement my loyalty to Qantas and scare me off Virgin Money before I even got off the ground.

Virgin Money isn’t a bank. It’s a logo slapped onto a chaotic vendor stack pretending to be a financial institution.

Avoid like the economy section of a Ryanair flight.

Worst Customer service and don’t even go above or beyond at all for you
Requested an account closure statement after confirming balance paid which was paid instantly.
It’s been over 5 days, no letter sent even they have all the money.
Answer is Our System doesn’t generate letters
Wow
NEVER EVER USE THEM
Regards
Diljot S

Scam stay away from them at all costs they withhold your money. I’m taking it up with “AFCA” as I recommend everyone else does. My account has no lock and the app won’t let me get my money, was told I would get a call back on Friday “no call” messaged the chat they were smart asses and said they can’t do anything until Monday when that team returns from the weekend. It’s my money they can not be trusted!!!!! At all costs do not use them. Would zero star them if could fyi!!!

Extremely disappointing experience with Virgin Money while trying to discharge my home loan. I spent over 45 minutes on the phone, only to be put on hold and then hung up on—no call back, no appropriate follow-up. Their process to release the mortgage is needlessly difficult and opaque.

Although they claim it takes 21 days to discharge, I had already submitted the required security release form. For reasons that have not been specifically explained, it was rejected, and now they’ve restarted the 21-day clock from scratch. There’s no accountability and no one to speak to directly without long extended wait times on their customer support contact number

In stark contrast, I’ve refinanced with Community First Bank, where you deal with the same person from start to finish—efficient, responsive, and human.

Virgin, like many big banks, seems to prioritise profits over people. I truly hope more customers walk away from institutions like this and support banks that treat them with respect.

If you are looking for insurance that covers pretty much nothing virgin money is the one.
Extremely rude and unhelpful with an extremely expensive excess fee that covers (again) pretty much nothing.

Worst experience ever, I DO NOT recommend!!!

Customer service centre without out the service, but a large side of attitude!

After being told different things by different call centre staff we just gave up. The kicker is the rude call centre staff. Completely fine with overseas call centres but wow are these folk rude!

I kept telling myself that English is their second language, maybe I’m misinterpreting things, but in the end attitude and rudeness is an international language!

If this is thier attitude when trying to land you as a customer, imagine what happens when you have a problem!

Please do not engage Virgin Money Australia for any services. The organisation is run on pure incompetence. My experience has shown me they don't hold themselves responsible for anything that goes wrong. In fact, they will continually blame others. If your creating an account/making a purchase then it's smooth sailing. As soon as something goes wrong you'll see a great level of competence, silence and no care.