Over five times I have been in store for the last couple of months to try fixing my banking app issue. Spending hours in the store each time, Free coffee sign advertised, Told that the advertised sign is no longer valid. Everytime I go in the lady rolls her eyes and goes "you need to update your phone thats why theirs an issue" Phone is up-to-date so is the tablets I've tried using, even the in store tablets didn't work, and the body language shows a cant be bothered attitude to dealing with me. A sense of im causing them the stress and problems.... despite the multiple issues and situation occurring where the banking app would have made my life easier. After trying to pay online for my transactions to keep getting cancelled for fraudulent activity... I rang customer service yet again.... I spoke to Michelle from the Kilmarnock call center, and she identified the issue within seconds. 5/5 star employee, amazing customer service and communication skills. Turns out there was a typo in my phone number and a digit was put in wrong.... maybe in future don't check the number is right by just asking for the last 4 digits.... Advise some staff training as I have multiple friends with similar issues. And also reading these reviews Its clear to see i aint the only person bumping into this problem.

Virgin bank absolutely rubbish, my join them online as disabled and can't get out much , opening of bank account straight forward all sorted got cash card working fine , internet login was fine until trying to transfer money back out to original bank , account blocked online after phone calls saying it would be unblocked still not after two weeks, now have letter to say provide passport/driving licence she doesn't have either, got told on phone go into branch lol what part of she's disabled & make it to told centre, with anxiety & disabilities then got told on next time get branch to phone us still waiting days after, I have had problems also with this bank but least I can go branch, my wife left without money she can get and no online banking working, we have now decided to phone branch as we aren't getting anywhere with online banking calls, worst bank account have ever opened, online banking yes they want you to do it but when calling them they say computer won't let them unlock it , it's very worrying with AI coming along be like terminator good job we can laugh at such a very poor bank service

Not a very good experience in store today. My partner needed to verify himself and bring in 2 forms of I.D as we were advised from a previous phone call. We did not know the reference number for our joint application but I am already a customer so they should have it on my details. The lady in the store wasn’t very helpful as we wanted to apply for a different joint account as we wanted the perks that comes with a different joint account and we could apply using the in store tablets. She said she her staff wasn’t well so she has to close the store as there shouldn’t only be 2 staff in the store. This was about 11:30 bear in mind the store is meant to be open from 9am-4pm. I don’t think a bank! Should be run like that, if a staff member is I’ll you need to find cover or have enough staff in store to keep it opened. It seemed like she just wanted to get rid of us from her body language

I took out a credit card with Clydesdale Bank trading as Virgin Money. I raised a complaint in respect to charges they raised on my account for late fees, it took me 292 days to receive a response to my complaint. It took the company so long to reply I had to raise my complaint with the financial ombudsman to receive any response. I also happened to move address during this time and they have still yet to update my address, even though I have notified them on several occasions. Further to this their app is terrible, unfunctional and crashes a lot. In comparison to their competition they are extremely behind. My impression from this company is that they do not care about their customers. I cannot recommend them and I would suggest you find somewhere else to bank with, there is plenty of better options.

Second visit with a friend to try and sort his banking app since swapping over from Yorkshire bank. He's been here for half an hour so far and still no further down towards getting it sorted. No problem, cool looking branch, sign says free coffee, I'll grab a coffee and wait.. No chance, due to Covid?! Unable to give me a disposable coffee cup?! Really? There's a German Market outside serving food and drinks, every coffee house in town is open. Nice to see staff still get their coffee. So much for putting clients first, terrible expectation management and double standards. So glad I don't bank with you guys! Check out the photo upload, free coffee on one screen, an error has occurred on the other, and a fed up customer in the middle. Says it all really..

First impressions count and today I went to post a cheque through their letterbox out of hours, but it was full of rubbish so I wasn't able to post it so had to go home without being able to complete the task. Appreciate the rubbish could have been put there over the weekend, but it looked more like it had been there for ages. Seems maybe they are more interested in running a coffee shop, rather than maintaining the usual standards one would expect of a financial service provider. Have emailed the branch and will inflate my star rating if the response is satisfactory. **UPDATE 29/3/21** Credit where it's due, the assistant manager got back to me with a professional response first thing this morning.

Staff are completely unaware of the customer journey and processes of the bank. They have had me running pointless laps to and from the branch, wasting my time for a business account which I still don't have. Me and my business partners have been receiving different messages from staff so neither of us know where we are exactly in this process. Staff were friendly but don't follow through with promises of them phoning you back. I feel like I've had to chase them to remind them I am a customer and I want your service. However, based on my experience so far i'm most likely going to withdraw my application and open another account with a more respected bank.

This is the most disappointing bank I have had the misfortune of dealing with in four continents. They introduce a system to verify that you are the customer. An authentication code that never arrives. You therefore can not access them online and are therefore left with the option to call on the phone. Whatever time you call they are experiencing high volume of calls and that one of the team will be with you shortly. That too never happens. They should not be allowed to use the term Virgin money, they should be called Virgin on the Ridiculous

Went to the Birmingham Virgin Money branch with my cousin over fraud payments going out of my account and found the staff member we spoke to (I didn't get his name) very helpful. He listened to what was going on, and was very sympathetic towards the situation. He got in touch with the fraud team and all payments were back in my account the very next day after only spending 10 minuets at the branch and only waiting for less than a minute to speak to someone about it.

I like the ethos of this branch with complimentary drink and workspace but if you want to use the branch for paying in cheques, cash or anything else for that matter then good luck! The staff inside just point you to a ATM machine but the option isn’t there to pay in cash or cheques and when you explain it won’t let you they just tell you to go to the post office. I somewhat regret opening an account so far and really should’ve considered my options at the time.

I had the most unsatisfactory experience in you bank branch at Birmingham. The female in the reception was unhelpful and should be removed from bank as she don't have costum relation at the moment my fealing is that she represent the bank standards to what is called customer relation We have as family three accounts and I am thinking of taken my business to another bank.

No longer have to travel 12 miles to my nearest Clydesdale bank. Nice staff, very relaxed and feels just like the Apple store inside.. Clydesdale do need to update their systems as when I called they were unable to locate this store and the services they offer..maybe because it’s new

Good to receive excellent help and service from Kelly in Birmingham branch today. It would have being so easy for her to say she couldn't help, but she tried her best to assist. (Albeit it doesn't excuse the obvious chaos in the virgin money central processing centre)

Never been excited about banking made so easy. Plus the staff dress code is down to earth and nice people. Getting use to the app svannkscfor cheques but the fact yiycan use the Post Office too for banking (although I have not tried) is of great value to the service.

Waste of an office. I went in to transfer some money and was told it would be the same day.. 6 days later I am still waiting for my funds to be released? Man who I saw was very scruffy in jeans at half mast with his pants hanging out! I’m cancelling my accounts

What a waste of time and money. The centre doesn't have a counter - so you can't pay in cash. Staff suggested I go to the post office, or the Coventry Branch. Waited 20 minutes to be seen, and told they couldn't help me! Bring back the Temple Street Branch.

Extremely rude staff worst people you can meet in this branch, i went in with my wife to open a bank account and the lady was extremely rude. Customer service stinks here attitude is rubbish never go in this bank

Wow! This is like no other Bank on the high street. Digital banking with face to face customer service in store. Great technology, fantastic surroundings and the staff couldnt do more for me.

THIS IS ARGUABLY HANDS DIWN THE MOST VILE BANK UOU CAN EVER BANK WITH AVOID THIS BANK LIKE THE PLAGUE, THE CUSTOMER SERVICE IS ABSOLUTELY DISGUSTING.

Went in 07/02/2022 tried to explain to the lady our company have had a cyber attack was worried about my account being hacked she was so unhelpful

Do not use this bank if they can’t solve your Internet problems Don’t think you can bank with them, complete rubbish, bad customer service

call not been answer 30 minutes holding then i put it down on app its says 4 mint wait but even after 30 minutes no reply wast of time

Go to another bank. You are likely to be disappointed. Shame as there is so much promise from this brand.

Great service backed up by some very slick products. Can't wait for their business platform. …

Really bad customer experience using the card, awful customer service via the app and phone

Staff are amazing. A pleasure to visit and smooth banking experience. Would recommend.

Great personal service from the private banking and business team at Birmingham.

20 minutes on hold to get the phone put down on me. Appalling.

Pointless branch with useless staff.

So easy to talk to the staff

Staff are really friendly