Clydesdale Bank Anmeldelser 353

Appalling customer service and complaints procedure. Appears I am not the only one that has had major issues with the app and trying to make payments to my credit card, which resulted in a default for £17. The £17 was paid in full but they have registered a default on my credit report and refuse to remove it, despite the fact that I received a letter from them stating that they failed to correctly notify me of the default. They have consistently refused to accept the existence of said letter despite me sending it to them on two occasions and still refuse to remove the default from my account. I have made two complaints regarding this, the first was the fact that the app doesn't work and they repeatedly told me that the DD was set which then failed to go through resulting in missed payments month after month. However, funnnily enough they could only find one phone call I made in which I didn't mention the app and therefore would not uphold my complaint. I then received the letter which stated they had failed to advise me of the defaults at the correct time and when I contacted them I was advised that the default would be removed within 30 days. The default was still not removed and I complained again. I was told this time my complaint was upheld but as they had no trace of the letter they still would not uphold it. However, they told me that if I sent them a copy of the letter then they would review the matter. I sent the letter to Clydesdale Bank and they have still failed to acknowledge the letter or review the matter. My credit rating is now destroyed because I have a default for £17!!!!!! Absolutely the worst service ever and would advise everyone to avoid them like the plague.

absolutely useless customer service. Not support. Misleading communications.!!!

It's impossible to make a payment to pay off your credit card online, which means you have to call up. They send you to three different departments in an attempt to try and put you off paying - presumably so they can rack up more interest charges on your account. So far today I've spent 40 minutes waiting for different departments, and still haven't managed to actually pay anything off.
Avoid and go with someone with better customer service and a better online system where you can pay your card off!

So since the Virgin takeover the app no longer works if you work/live outside the UK they tell me? So how do i check my transactions? I've written twice via their complaint email over this last week - still no response? How rude. I've called the number if you're outside the UK but it tells me this number not valid?? So I called their customer helpline - after 5 mins at £4 a minute it tells me they are closed? Why not tell you that at the beginning of my call? I've been with them 40 years - yes long time - and busy now transferring all to another bank. Grrrrrr

Me and my husband run small business and switch from HSBC to Clydesdale few years ago. At the beginning everything was going OK but then it went down the hill...
Since Virgin took over it is impossible to login to business internet banking. There is always some sort of technical issue. If you manage to go through ID section it takes ages for others like memorabl, key code to open...
It is really difficult when you run your business and can't access your account online to make payments etc. Customer service is non existent. When you try to call them you are put in the queue and after 20-25 min you are cut off. Spend whole day on the phone today trying to get through and speak to someone just so I can get a code generating device replacement. It broke and without one I can't access our account. The message on the line says they are very busy and advice to try to get in touch through a chat or sending a message to them from the account but still to be able to do so you must have an access to your internet banking!
At one point after 40 min waiting I managed to speak to one customer service advisor but was told he can't help me because he is not dealing with business customers. He redirected my call and I was put in a queue again. After another hour waiting I was cut off! Disgrace!
Customer service lines are open on Saturdays to personal account holders only!They don't value business customers. Clydesdale/Virgin how come you provide customer services to personal account holders only on Saturdays?
We will be switching back to HSBC. Worth to pay more for services but at least you have peace of mind knowing that you can reach them.

The online app is not working. Just want to pay a credit card bill. 25 mins on hold still no answer. Can't even do this automated. It is pathetic.

Received a letter asking for my ID cuz I apparently opened an account with them... when i most certainly never signed up with VM. Rang them to close it down or put me through to their fraud department was told call back at 7am tomorrow. I contacted action fraud who have given me a crime reference number. Why does Virgin money not have a 24/7 fraud department and ask people for ID in person before letting them open fake accounts stealing others details??

I haven't banked with The Clydesdale/Virgin outfit for over a decade. When I moved from Scotland to Oxford in 2009 I closed my account and opened a Barclays one instead. I'm retired now to Cornwall three years ago, about a year before the Covid19 pandemic. This morning I've received a letter from Virgin saying they need to see some ID and I need to update my current account details. From what I've read here, not likely! Seems like a scam to trick me into reopening an account with them. I don't think so! I wasn't impressed by their service then which is why I closed my account and it's not looking any better now! I'll not engage with them and file the letter and any others I receive from them in case I need to go to the financial ombudsman. I'll post further on Trustpilot if there's an attempt to coerce me into giving details.

Switched to Clydesdale about 3 years ago, no problem, phone customer only (do not trust internet for most things!!). However, worked very well indeed until taken over by Virgin. All gone to pot!! Arranged transfer from Savings - current - to another Bank Account to pay for a large oil delivery. Usually no problems and goes straight through. Oh No! not this time!! Did not bother to pay it, just left it in Current Account!!! 5 days later discovered and tried to get it transferred. What a fiasco! After waiting forever to speak to a HUMAN being - was asked various "security" questions - most of which appeared to be what I spent in Asda 3 days ago!! (What???? - they had not sent me a statement so could not answer to the penny - so seemed to be accused of being a scammer!! Took 5 days of constant phone calls with same problem and was referred to their "Fraud Squad" for further questioning!! (4 times!). Kept cutting me off and had to start all over again waiting 30 mins every time - until I twigged at last that these "security" questions were ad lib and completely get overrable if you wanted to by looking at a paper statement (which I had by now!). Nothing about PROPER security questions at all which no one else would know. Disgusting customer service. IF I could find another Bank who would accept us as a PHONE customer only I would switch TODAY!!!! Virgin could not manage the skin off a rice pudding! Should stick to sending unknowns into space and leave Banking to a proper Bank.

As a new customer I am appalled at the call time waits.
I have tried time and time again to speak to them but have had to disconnect many times after more than 30 minutes on hold.

If this was the odd occasion then okay, but it is every time I try to contact them. I have now switched to Lloyd's and will never use Clydesdale Bank or Virgin Money again.

I would suggest those thinking of joining Clydesdale Bank or Virgin Money to take their banking needs elsewhere as you will seriously regret banking with Clydesdale Bank or Virgin Money.

Dreadful customer service experience...

Virginmoney is a brand owned by this mob of delinquents. Their idea of processing a credit card application is to phone you once, using an autodialer from an unknown (but traceable glasgow number) and to send an email from a "no reply" email address....

I received a letter to my home address stating that they believed my identity had been stolen and that they were going to enter my details in a publicly accessible database stating as such.

Consequently I have sent a registered letter advising them that their reply will be lodged with the Financial Ombudsman and that legal action will be taken for any losses/consequential losses caused by their privacy invading thuggery. Clydesdale bank is a poisonous organization... Dont even think of doing business with this mob of thugs. I write software in the speciality field of debt litigation and debt recovery... Clydesdale Bank will rue the day they treated me in this way.

Amendment 1:

I have no interest to repond to the message from virginmoney posted below. We are in the domain of "internet influencers"

I invite Virginmoney to post in public what actions it has taken to correct its delinquency, and how it is going to reverse its digital thuggery and return my data to the "a priori" state and that goes for every application you banksters have treated in this way.

Reply from Virgin Money UK
4 hours ago
Hi Tom, thanks for your message. If you'd like to discuss this further, please email at reviewhelper#virginmoney.com sow e can look into this.

This amendment and the message from virgin money is posted from my evaluation of virginmoney. 220921

Amendment 2

The message from Virginmoney nee Clydesdale bank is an attempt to take matters offline and away from trustpilot a public forum for everybody to read.

Amendment 3

26/09/21

Its 7 days since I sent my recorded delivery complaint to these "wegie clackb*ankers"

No sign of any intelligent or ethical life on planet Clydesdale so far.

I will post everything that Virginmoney/Clydesdale does here on Trustpilot for as long as this is allowed by Trustpilot.

Impossible to speak to. Got an email saying they have tried to contact me except no missed call.
So, you have to call the service centre, I waited 75 minutes and had to go back to work. Look at all these other reviews!
I've filled out an online form to close my Virgin Atlantic credit card; just too much hassle to deal with...other banks seem to work better given that we are 18 months into a pandemic and phones seem to be working still!

This is an email I just sent to Clydesdale/Virgin Money about their absolutely abysmal online banking. Do yourself a favour and sign up to a bank that sets up their apps for ease of customer use.

"I have always had bad experiences with the Clydesdale Bank app whether online or on my mobile. It is slow, clunky, badly laid out and has basically very little functionality.

I can say this all with reasonably authority as I also have two banks in Australia for which I use online banking. They are both fast, well laid out so you don’t have to scroll through pages to find anything and wait a long time for those pages to load. The functionality is also better: I can order new cards online, easily transfer funds, Bpay, immediately as they use OSKO, I can check and change my address (but not my phone number- I have to call my bank for that).

However, my complaint today is not about how crap the Clydesdale/Virgin Money apps are, it is about the new levels of stupidity that have gone into the Login process if I want to access my online banking via a computer. Now, I am used to mobile authentication as we use this for all our work emails, HR, staff websites etc. We login on the computer, get a push notification on our mobile through the third party security app (in this case Forgerock) and click the ‘Accept’ button. Annoying as you still need your mobile on hand but fairly easy.
I just went through the process with Clydesdale/Virgin and it was so ridiculous, to get the authorisation under ‘Be Secure’ , I actually have to LOGIN to my mobile app, see my accounts balances on the first page then click through a few pages, open ‘Be Secure’ , see the authorisation, click on it and finally get logged in on my computer. So basically, I have to actually login with my password, click past the pages I wanted to look at in the first place to check a button that I have not received a push notification for and have to find myself.
How utterly ridiculous! Whoever thought up this authentication method should be fired for being an idiot.
Online banking should not be about making things more difficult for the customer, it should be easier, even with additional security measures. If other organisations can do this with ease, what is the problem with Clydesdale/Virgin Money? They need to get their heads out of the last century, check out their competition to see what other banks do and strive to be even better than that.

My family have all been with the Clydesdale Bank for our entire lives. However, with all near branches now closed down, we all rely on online banking. There are banks which are vastly superior at online banking so unless the Clydesdale/Virgin Money can up their game, we are going to have to switch after a lifetime of loyalty."

Ever transaction I have be it online, their app, call centre is consistently the worst experience ever - truly awful.
This bank does not deserve to exist - bad beyond words allow

VERY Long waiting times trying to speak to their staff . WHY ????? its 2021... get some more staff... they make enough money out of customers. Very unprofessional

I am still waiting on my complaint being handled now 11 weeks and getting nowhere worst bank ever do not invest in this bank

Dear Clydesdale Bank I am writing this review after spending the past 4 days chasing shadows and being ignored by your business relationship team.

Clydesdale were helpful when I was switching from RBS under the government scheme to reduce RBS customers.

But now that they have me I have found their business relationship managers extremely unhelpful. Gary Hutchison in particular has been elusive and failed to return my calls at a convenient time.

It is not convenient to discuss banking just after 8am when I am still in bed after working until the early hours the night before. Then you failed to call back at the agreed time.

Eventually I had to request a different business manager deal with me.

Then when someone does call and are unable to reach me they fail to leave a message and don't call back.

With RBS, I had a 10K overdraft without guarantees. Now Clydesdale want guarantees and credit checks for a more modest temporary overdraft.

The help desk guys are friendly and efficient. But it's the business relationship managers who are not interested in communicating or helping businesses to thrive.

Additionally it is not uncommon to wait for up to an hour in a queue and then you get through at a few minutes past 4 to be told they've gone home.

I miss the days when I used to deal directly with a Bank Manager and there was a bond of Trust.

I had high hopes for Clydesdale after being warmly welcomed after switching from RBS. But since then it's been downhill.

As a filmmaker and a publicist I know the value of good reviews and I would be the first to give a good review if one is merited. But when you let me down I'm going to be broadcasting that news and amplifying it as much as possible.

If you want to draw a line on my bad reviews you will need to call me and make amends.

JOHN GUBBA
Filmmaker | Director | Publicist

Laughable really. I am supposedly a "private account customer" and I pay for that (not for much longer). I wrote the following (paraphrased) to Clydesdale bank, and have been contacted today by some clown from "Virgin Money" who says that my complaint will be responded to in the next 4 to 8 weeks. Just read what I wrote, and reflect on their response! Says it all, doesn't it?

Dear sirs

I am a private account customer acting as executor to my late father and I will need an account for September / October onwards for this purpose. I am happy to pay a reasonable fee for this safety and security.

Your "bereavement line" first of all tells me that you can't be bothered to answer because of Coronavirus, and then tries to throw me back to your website. (Which contains nothing to help me).

This is exactly the sort of clueless and infuriating lack of customer service that I have expected since you tied yourself up with the truly dreadful "Virgin" brand, and I can only say how thoroughly depressing it is to see it all starting to happen, exactly as feared. I suggest the following course of action:

1) Get rid of the Coronavirus message on your bereavement line - everyone is maddened by these excuses now and they have become the hallmark of abysmal service and a profound lack of care for customers everywhere.

2) Get that line answered promptly by a human being who sounds as though they care, not a machine - it is a bereavement line, remember?

3) Stop showing so obviously, that you are trying, with every fibre of your being, to try to prevent your customers from actually talking to anyone.

4) Show this all to someone who can make it all happen now, or these comments are going to appear all on feedback pages all over the internet.

5). Kindly have someone email me or call me to deal with my requirement.

6) Dump the Virgin brand, cut your losses, learn from the experience. It is not a good look, and pretty unpopular, having utterly wrecked our gyms, trains, flights, and now, it seems, our banks!

Yours most sincerely.

I took out a 5 year Fixed Rate Term Deposit for 50k with Clydesdale Bank back in 2016 when they had outstanding reviews and the best interest rates in town. During the next five years Clydesdale got bought up and sold out to Virgin. I couldn't wait to get my money out of Richard Branson's filthy hands. Maturity date came and went and I had one hell of a job reclaiming my funds but with the sheer perseverance of an elderly woman recovering from heart surgery - I finally received my money !! The customer service boys and girls on the Savings Team were very very pleasant and I am so grateful they were able to release my funds - against all the odds of a very cleverly corrupted system designed to finagle money out of customers whenever possible. I am just so sorry that such a reputable bank as Clydesdale sold out to such a disreputable demon as Richard Branson who certainly ain't no Virgin.

Dear oh dear, some banks never learn. A good bank, good service, people to speak to instead of bots, and lots of useful information in communications.......
Then they sell out to Virgin Money who operate the Amazon model of customer service i.e., don't provide any.