Virgin Money Australia Reviews 164

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.

I paid in full my account. Asked for proof of this for a home loan. It’s has been over a week and still no email. Multiple calls and each time different excuses why they haven’t emailed yet. Asked to speak with a team leader and placed on hold for over 40minutes. Disgusting

There is a glitch in there computer system and can't transfer out they said 2 weeks till it gets fixed with IT have filled in a form3 times for them to manually transfer keep telling me it's wrong. So basically I have no monies and they don't care

Worst insurance company ever. Have spent over 4 hours on the phone dealing with customer service staff. I'm now on my 9th different person and each time they put you on hold and you then get transferred to another person who you then have to go through the verification process. The person insured with them smashed into my car and it has been assessed as a write off by 2 panel shops but we are still trying to find out what the assessors says about the valuation. We have been waiting for over a month. DO NOT TAKE AN INSURANCE POLICY OUT WITH THIS INSURANCE COMPANY

I've been with Virgin Money for five years, and honestly, nothing has improved in that time. The app is still as basic and clunky as it was back then — it’s overcomplicated for simple tasks and feels outdated.

Customer support is just as underwhelming as their services. There’s no real intention to improve or even be a little helpful. They can’t even provide basic things like CSV files.

On top of that, their communication is unclear, there are hidden fees, and I’ve had issues with interest not being paid correctly. It’s just a very outdated and frustrating experience overall.

Please, learn from my experience....this is the worst service ever, the worst card ever, do not waste your time. The customer care team have no idea what they are doing, if there is an issue....and there will be an issue, they do not know what to do. You will be passed around to 10 different people. when you do get someone you wont be able to hear them clearly, or understand them. AVOID VIRGIN MONEY

Closed account and they could not give me a statement for my last months of transactions. Told me I had to go into BOQ branch to get the statements. BOQ said they could not give me Virgin Money statements. The only option I had was to ring the call center again and they could not do anything either. Virgin Money has been the worst bank I have had to deal with. I will never use them again.

I had used Virgin Money for home insurance for more than 10 years. When I informed them that I would start a small renovation, which their rules requires that I do, they cancelled the policy on the spot without even a discussion. Not even a price increase which I would have been happy to pay, they simply cancelled it, leaving us without any insurance. Simply appalling

Call centre Indian sounded like he'd just woken up or chemically impaired. Very slow talker with a negative demeanour. Have also been hung up on by them in the past only to receive a call from a different number attempting to pick up where we left off- just reeks of security concerns. Long time customer. Losing faith in the service.