Virgin Money Australia Reviews 

Signed up for the free points, first month, didn't get them correctly. They insisted they couldn't transfer the points until I gave them my account number - they literally had never told me my account number because they were "switching systems" and I quite literally had no separate account number on either my statement or in the app - only the credit card number in place of an account number. They then had to get special permission to use my card number since I had literally no way to tell them my (non-existent?) account number.
This month, again, no points. I ring up, one guy says "Yeah you should have x amount" which I don't see. "Should be fixed within 24 hours" he says. 1.5 weeks later and it is of course, not fixed. I ring up again and they tell me I'm not in the system, not on record. What?! Then how did I get the first x points? Why did the guy I spoke to last time say he could see them? Why does that not show on their system? WTF? Then I get hung up on because I'm taking too long searching my emails trying to find records because turns out they don't have any. Unbelievable. Ring again, and then get told if I don't know the exact name of THEIR promotion they can't help me. Still on hold as we speak.
They're incompetent and awful.

Terrible customer service, slow turnaround time and bad system.

I joined Virgin Super and started the roll over. 2 days later I log into my virgin super account to change my email. I then receive this strange email from virgin saying my password had been changed - when I hadn't changed it. Next thing i'm locked out of my account.

I call Virgin Super and am told they raise a ticket with their IT team and that the rmail is probably just a glitch. I am anxious about whether my money is safe and can't even acces my account. And all virgin offers is to talk to IT.

I call my old super provider Care to try to stop the roll over. They can't, but they rrcommend I put a fund freeze on my virgin account. I call virgin again and put a freeze on the account.

I thenk have to wait 7 business days without access to my account. I'm calling virgin multiple times and am just told to wait and they just try to buy time and keep claiming they can't do anything until IT looks at it.

I finally gain access to my account after 7 business days. The money is there. I spoke to a consultant on the phone and he couldn't even tell me why I received that strange email about my password being changed. Even though the first virgin consultant said to me they would investigate it

And I have immediately transferred out into UniSuper. I will never work with Virgin Super again.

Well they can't even verify their own records. They will transfer you endless times, make unsubstantiated claims and then ask you to verify yourself randomly multiple times, then repeat the process. They have lost the plot for sure.

The charge seems high, It takes more time to resolve the problem.

Such a hard process to try pay this company out to get a letter stating payout figure with all details absolute nightmare quick to contact you if an issue receiving payment but when you require info 5 to 7 business days

I will not recommend this bank I have called so many times no answer they close my account but I havnt used it yet they not giving me answers

If you’re going to run a bank online then you need to have good software and great communication staff. The staff themselves are pleasant but getting a different story on each call (that’s 6 calls & about 3-4 hours SO FAR) when I’m banking a LOT of money just does not cut it

Awful service, awful product, awful experience. Didnt get my bonus points amd couldnt get through to check why not...Then live chat went off for months, phone calls were over 30 mons wait.
Closed the account and never again

Don't trust your money with virgin money. Virgin money keeps deleting my scheduled withdrawals from my savings account. I have called customer service many time and get a different story every time and promises to find out the problem and contact me back, still waiting for 3 weeks now. Their app chat help doesn't work so have to wait on the phone for hours just to be told they will check out what is the problem. Looks like I will have to get the banking ombudsman to get my money back.

Long waits on phone. While waiting on phone only told you are progressing. Not given any place in the queue or estimate time before speaking to someone. Automated message tells you to head over to live chat. You go to live chat and get the message it is unavailable.
Absolute worst customer service.

DO NOT put your money into a Virgin Money account, or trust them with any kind of home loan or credit card. They are completely uncontactable when a fraud event happens, unlike all other banks I’ve used. Their customer service is terrible. 3 times I called in 24 hours and they either tell me they continue to tell me they cant help me because they’re having technical issues. They even said “try call back in an hour” and hung up on me. They said they can’t block a pending transaction even if it’s fraudulent and that they can’t help you with a dispute, yet there’s no where to do it online. With so many scams out there today, DO NOT trust Virgin Money. I had an issue where someone stole my card details from CBA and they immediately actioned a dispute and got my money back. I think I’ve just lost my money through Virgin. Don’t bother with the virgin creditcard points, you can get the same from Westpac with a better service.

i haven't been able to access my money for over 4 weeks. my balance is at $0 when i had a few thousand saved for Christmas (the worst and most stressful time for us most). it took 14 phone calls and waiting hours on end to get through. there service is beyond poor and i will be closing down my account immediately when funds have been accessed

All was well until I tried to close my accounts. Keep getting an error through the app and have contacted customer multiple times who either tell me to use the app or tell me they have closed accounts although they haven't! I have been trying to choose these accounts for over 2 yrs now, have not used them in all that time. Tried again today to no avail. Do not open an account with Virgin Money as it is impossible to close it!

The worse insurance ever

Don’t ever trust this company

Had been enjoying the functionality of the Virgin Money Apps spending tracker by category but the new app deployment has been a complete joke. Over a month of zero functionality. How did this happen? Probably looking for a new credit card provider in the new year.

I have NO access to my bank account since my credit card was APPROVED 6 and 1/2 weeks ago on the 30/10/25. My CC is active, yet i have no way of seeing transactions nor pay down expenses. I have submitted multiple tickets with Virgin Money Australia over the phone, I have received no emails or followup calls in regards to this matter. Wait times to get directed to appropriate department can be up to 3 hours. Any advice would be appreciated, please help me get access to my account.

Like so many others, we are locked out of online banking and the only solution is to call Virgin Money. We have spent hours on hold to speak to someone before needing to give up each time. We have no visibility of our account, don't know how much we owe on our credit card, suspect our BPay reference is no longer correct but we can't find out what the new one is, etc.. We're at risk of fraud, interest charges, fees, credit rating harm, etc. because Virgin Money's online banking system upgrade has gone so badly wrong and they don't have enough staff or fallback mechanisms to deal with the issues caused.

The worst customer service EVER experienced. They didn’t transfer point spend to velocity. Impossible to talk to ANYONE, wait times of over an hour. Do better Virgin.

Had to call Virgin, waited 90 minutes and then 30 minutes on call as I could not pay my card payment due to a new computer system that had locked my Bpay payment number for the last week. They said to try each day till a payment goes through. I tried everyday and on the 6th day a payment was able be processed. They said I would not be charged an overdue fee or interest during this time. To get my statement I now have to log onto a website, where in the past the statement was sent via email. Everything is now skewed to an app on your phone which I do not use. So on my PC I log on get the statement & interest and overdue fees are on the bill. Another 2 hours on the bloody phone for $40. as there is no other options for contact. Grrrr

Since their migration to new app I haven’t been able to pay my credit card bill with them via BPAY
Their status on app says we MUSt use bPAY to pay virgin credit cart
I’ll try to go and pay at the post office today and see if that works
BUCk up your service Virgin. This is totally ridiculous