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Just completed a switch to Virgin for 15,000 points. They have since sent me a Virgin Experience voucher. I’ve raised a complaint as they stated that was the only offer at the time. I completed the application through the Virgin red app which stated 15,000 points and took a screenshot so confident I can resolve. I’m sure other people have had similar issues? Any tips on resolving the matter?
I had the same thing when there was a wine offer running at the same time. Got the wine voucher despite applying via the points route.
I phoned, explained, got a reference. Then called back when I’d heard nothing, gave the ref, but was told there was no complaint with that ref. Went through it all again and was given a new ref. Eventually (multiple weeks) and one more chaser call, and they phoned me with a voucher code for the points.
Well, more accurately, they left a voicemail asking me to call, I spent half hour on the phone with the rep trying to work out why I needed to call, giving the ref, being asked to explain the issue (again), being told there was no points offer, just wine, pushing back, and eventually he said “ah, there’s a code here for the points, it’s written in the notes of the reference you gave me, would you like that?”
- This reply was modified 55 years, 4 months ago by .
I had the same problem. After various Twitter chats, online chats and promises to send codes that never arrived, I ended up giving up and taking the wine. Which, with the excessive flight surcharges right now, was probably the right choice.
Finally success after a further 3 weeks of calls. The Virgin Money CSR was excellent, always came back to me when promised with updates. The problem seems to be with the Virgin Experience Teams who are a law onto themselves. They issue whichever reward they want, wine or an experience voucher. Even at the end of the they issued a 15,000 points voucher code which had expired when redeemed. Had to wait again for the valid voucher. Never worked so hard for 15,000 points.
Sounds like Bait & Switch on incentives to sign up on Virgin card ot account is being operated as a regular thing. I think they’re operated by Clydesdale Bank?
Screenshot absolutely everything if you sign up with Virgin as there was a wave of reports when they switched to doing this on card signups. It was a noticeable point when they stopped providing the points signed up for and tried to fob people off climing they’d applied for wine (they even tried this on a couple of teetotallers who reported) so I am sure it is deliberate.
And now there’s 15,000 points incentive on the account, we’re getting reports of the same thing happening.
I suppose they think it’s like a toy in a cornflake packet, doesn’t matter which you get. A 10 year old will tell you that if there’s supposed to be a dinosaur in the packet they want a dinosaur.
- This reply was modified 55 years, 4 months ago by .
I am just having the same issue, applied via the App for the 15K miles (took screenshots) just in case there was a problem. Guess what….Experience Day Voucher has appeared. Anybody know the most direct route to get this resolved, is it a complaint to the Financial Ombudsman or is there a magic number to call? Help appreciated.
- This reply was modified 55 years, 4 months ago by .
I called, the Virgin Money CSR was really helpful. I had the same CSR call me back on numerous occasions with an update. They’ll initially say the offer was not available at the time of application but soon backed down when I said I had screenshots. Still took 3 weeks to resolve – see post above.
This has gone on since the 15k miles offer launched. You would think it would be fixed by now. Any new applicants should use the app as it seems to work better at tracking than the Red web site. The difficulties in liaising with them reported here has largely been the norm but with persistence and patience you can get them to cancel wrong codes and issue a new 15k code over the phone.
Right now they’re doing 20k miles if you open an M plus account. I’m considering it. However, reading this thread makes me a little wary. I have no use or wine vouchers or whatever else they may offer.
Molly, CSR? Customer Service Rep. What number did you use?
- This reply was modified 55 years, 4 months ago by .
Molly, CSR? Customer Service Rep. What number did you use?
I originally went through the chat on the app who couldn’t help and gave me a number to call. Sorry I can’t see any chat history and I can’t find the number on my phone. I’d just call the number on the app 0800 121 7365. Its he Virgin incentive team who are the problem, Virgin money will contact them and organise the correct promo voucher code.
Molly,
Virgin incentives have said “sorry we can’t help”
Virgin Red have said “talk to virgin money”
Virgin Money have called Virgin Red from my local branch office and the Virgin Red agent said “you must call Virgin Money”.Oh, what a mess when Virgin Money branch staff get told to call Virgin Money!
Looking again at my phone history I used the following number 0800 678 3654. The Virgin Monday Banking Advisor help me resolve the issue. They emailed the Incentive Team on my behalf and resolved my case until I received the correct voucher. I’d either ask to escalate or hang up and try again.
I love a challenge so starting on Player 2 switch now its 20,000 points.
I would have been doing the same for Mrs Freeflights. Will wait until this one is resolved…if ever!!
Sounds like Bait & Switch on incentives to sign up on Virgin card ot account is being operated as a regular thing. I think they’re operated by Clydesdale Bank?
We are old fashioned calling them Clydesdale Bank. I do not think they like that anymore!
Yes, the banknotes still say Clydesdale Bank, but last November all the branches in Glasgow seem to have been rebranded “Virgin Money”. They sent me a new Debit Card with “Virgin Money” on it in spite of my Clydesdale Bank one not expiring. The bank statements now say Virgin Money instead of Clydesdale Bank.But when logging in to online banking, I am always offered the choice of “New Virgin Money” or “Original Clydesdale Bank” The two sites look identical, apart from the names.
And very childishly I have stuck a piece of paper over the words Virgin Money on my debit card, and written Clydesdale on it.
Equally childishly, I am a little disappointed that counter staff have yet to comment.
🙂
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