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Virgin Atlantic charging annual fee well before renewal

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  • JohnTh

    Don’t think voucher shows in Virgin Red, only in Virgin Atlantic app/account..

    elguiri

    Thanks @Anna! I see this in my Virgin Atlantic Flying Club account now, whereas nothing on CC statements or transactions in Virgin CC app, and nothing in Virgin Red account.

    Have you linked your Virgin Red account with your Virgin Flying Club account? If not, in your Virgin Red account go to Account and then choose the Link Accounts option.

    Yes all linked, and all other transactions showing, just not the ‘voucher’ one. But i’m happy now as it shows in VAFC account, i’ll screenshot it just in case.
    Now to call to get refund on early-applied fee…

    elguiri

    Thanks @Anna! I see this in my Virgin Atlantic Flying Club account now, whereas nothing on CC statements or transactions in Virgin CC app, and nothing in Virgin Red account.

    Have you linked your Virgin Red account with your Virgin Flying Club account? If not, in your Virgin Red account go to Account and then choose the Link Accounts option.

    Yes all linked, and all other transactions showing, just not the ‘voucher’ one. But i’m happy now as it shows in VAFC account, i’ll screenshot it just in case.
    Now to call to get refund on early-applied fee…

    So as mentioned further up in the thread, Virgin rep has said that since a transaction happened after the fee was taken (the fee that was taken 11 months after the application was submitted), they can’t refund it. Despite pointing out that we haven’t had the card/account for a year yet, and were not notified what date the annual fee would come out (last year it came out on 4th Nov), how were we supposed to know when to stop using it unless we checked the app every day.

    Next steps?

    BuildBackBetter

    For what it’s worth I have a 0 point entry that in the activity column says “You have qualified for a credit card reward voucher”.

    Previously that description wasn’t there, its been added some time in the last couple of months. The 0 point entry has been there since late March.

    Hasnt this been mentioned many times before in the forum?

    Harrier25

    Applied to cancel my Virgin Atlantic+ card this morning to avoid next months fee being taken. This afternoon I applied for the free card and was accepted immediately with an £8,500 credit limit. So much for the ‘no new application within 6 months’ rule!

    ChasP

    yes their IT is that bad

    TimM

    The points & voucher do not appear on Virgin Red until the card statement date. However, the 2-year validity starts counting down from the moment the spending threshold has been reached – and that, as has been said, appears first in the Virgin Flying Club account.

    The fee renewal notice was sent to me precisely 5 weeks before it was due. FYI, it reads:

    “Hello Timothy
    Firstly, we hope you and your loved ones are well. We just wanted to remind you that your Virgin Atlantic Reward+ Credit Card’s annual fee is coming up for renewal.
    What happens next?
    We’ll add your annual fee of £160 to your account in October. We’ll include the whole fee with your minimum payment for that month, so your payment might be higher than usual – we didn’t want this to come as a surprise.”

    I cleared my balance before the statement one month before and requested closure of the account the moment that statement was available (and points were in the bank). Actually not quite true, I spent 20 mins on hold on the phone first to ask if I could downgrade to the free account. No was the answer. It took just one day after I submitted the account closure form.

    Virgin must be haemorrhaging customers by their refusal to allow switching to the fee-free card. You would have thought it the default option when you ask to close the fee card. I have applied for the no fee card and been declined instantly, presumably because it is less than 6 months since closure of the previous one (it just was one day). My telephone appeal involved taking more financial details off me to be “passed on” to a different department to “have a look”. It is not a seamless process!

    Harrier25

    If they had treated me like that I would’ve told them where to go. This card is only important to me if Barclaycard close the Hilton card and for EU spend, so could quite easily do without it, but luckily it was a seamless process for me yesterday.

    elguiri

    The points & voucher do not appear on Virgin Red until the card statement date. However, the 2-year validity starts counting down from the moment the spending threshold has been reached – and that, as has been said, appears first in the Virgin Flying Club account.

    The fee renewal notice was sent to me precisely 5 weeks before it was due. FYI, it reads:

    “Hello Timothy
    Firstly, we hope you and your loved ones are well. We just wanted to remind you that your Virgin Atlantic Reward+ Credit Card’s annual fee is coming up for renewal.
    What happens next?
    We’ll add your annual fee of £160 to your account in October. We’ll include the whole fee with your minimum payment for that month, so your payment might be higher than usual – we didn’t want this to come as a surprise.”

    I cleared my balance before the statement one month before and requested closure of the account the moment that statement was available (and points were in the bank). Actually not quite true, I spent 20 mins on hold on the phone first to ask if I could downgrade to the free account. No was the answer. It took just one day after I submitted the account closure form.

    Virgin must be haemorrhaging customers by their refusal to allow switching to the fee-free card. You would have thought it the default option when you ask to close the fee card. I have applied for the no fee card and been declined instantly, presumably because it is less than 6 months since closure of the previous one (it just was one day). My telephone appeal involved taking more financial details off me to be “passed on” to a different department to “have a look”. It is not a seamless process!

    I never got any letter. Then again I only received post from the last week because I went to pick it up from the sorting office myself (is this the new postal service?), But it wasn’t there.

    NorthernLass

    Ours was an email. Has Virgin got your correct details?

    elguiri

    Ours was an email. Has Virgin got your correct details?

    Yep receive the notifications to say statement available, change to fees, etc, but nothing along these lines (just double checked inbox, spam, bin etc).
    I suppose I’ll just fill out a complaint email to their customer services address but assume will have to make best use of the annual fee (now where is that curve card?…)

    NorthernLass

    Indeed I am not begrudging the fee because it plays so nicely for the time being!

    buchanan101

    Where are you looking for the voucher? All you get is a zero points entry on your points statement with a cryptic reference.

    Yes I know but you do get an email notifying of the award. Not had that and there’s no zero entry visible on the Red app and the earnings table on my VS account on the web has been empty for a year despite me earning regularly.

    No. No email, nor this year it appearing in Virgin Red statement. Nor on CC statements. Only place was on VA account statement.

    Paul B

    Indeed I am not begrudging the fee because it plays so nicely for the time being!

    Is it still playing nicely? I thought those days were over.

    TimM

    Day 5 after cancelling my VA Plus card and having my fee-free card application rejected, Virgin Money emailed me a link to HooYu, the “ID experts” to take a live photo with my webcam and upload a scan of my passport and proof of address. This all seems a bit much when I was already their customer! I have been told my “ID has been accepted” but no word on the card. Downgrading a credit card has never been so involved, nor so much fun – not.

    I think this has all been designed to punish those refusing to pay the annual card fee.

    Youllnever

    Day 5 after cancelling my VA Plus card and having my fee-free card application rejected, Virgin Money emailed me a link to HooYu, the “ID experts” to take a live photo with my webcam and upload a scan of my passport and proof of address. This all seems a bit much when I was already their customer! I have been told my “ID has been accepted” but no word on the card. Downgrading a credit card has never been so involved, nor so much fun – not.

    I think this has all been designed to punish those refusing to pay the annual card fee.

    To be honest, it goes both ways. This will also be a friction for those that have the free card and are considering upgrading.

    roger

    I asked my card to be cancelled and now its done.
    I assume I will still get the final statement and the points will travsfer over to flying club account.
    Can someone confirm please their experience after cancelling?

    MattB

    I think if cancel before a statement is generated you forfeit any points due?

    TimM

    Day 13 after cancelling my VA Plus card and having my fee-free card application rejected, Virgin Money/Clydesdale Bank have finally approved my application for the free Virgin card and with double the credit limit of the paid card. One hold up was, during the ‘id re-verification’ process, a scan of my passport was not acceptable, they wanted a hand-held photo of it instead. I despair. I certainly would not have ‘downgraded’ the VA card if I had known then what I know now. I would simply have cancelled it and walked away. Be aware.

    ThriceForgiven

    What’s the easiest and most effective way of cancelling this card!? I can’t seem to get through to anyone over the phone, I filled out some form on the website but haven’t received any acknowledgement, and definitely do not trust them.

    Any ideas?

    davefl

    What’s the easiest and most effective way of cancelling this card!? I can’t seem to get through to anyone over the phone, I filled out some form on the website but haven’t received any acknowledgement, and definitely do not trust them.

    Any ideas?

    Via the app. There’s a cancel card option in one of the menus. That probably takes you to the same web form you filled in though.

    I did it that way and it was cancelled in 48 hours. Still havent had the final month’s statement though… but hey, can’t access it anyway cos I deleted their appalling app.

    Robm

    Just a reminder to cancel your card well in advance of the 12 month anniversary. I’d forgotten mine and spent £10 yesterday on day 1 of the new year – and they won’t refund the annual fee. This is of course made clear – and it was my fault I had forgotten – however it really does seem like there is no wiggle room. I’ve closed the card and raised a complaint as the only transaction I made we’re on the same day the fee was applied, however don’t really expect it to be upheld.

    NorthernLass

    Would it not make more sense to hang onto the card and get another voucher if you can’t get out of the annual fee? Then cancel well in advance next time.

    elguiri

    They took it a month before my actual renewal date (based on 12 months since application approved) and even though my spend was before the 12 month date, as it was after the point they took the fee they refused to refund. And that was after filling out the complaint form, and having it escalated in their complaints department when wasn’t happy with their response.

    Lesson learnt. Will milk them via cashback deals for as much as I can above the cost of annual fee and then cancel 60 days early next year.

    Robm

    @Northernlass, you are correct, however we can’t easily use the vouchers – it would be worth it for the 1.5 points per £1 spend. However it has left a sour taste in my mouth (even though it was my fault!)


    @elguiri
    , aha, that is incredibly harsh. Seems like they have improved it from your experience at least.

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