the virgin one account mortgage review

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Average Ratings

Value for Money	4.7/10
Reviewer Rating	5/10
Overall Rating	4.9/10

43% Recommended20 out of 47 Reviews

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By flexicover on 15th May 2008

flexicover's Ratings

Product	Tracker
Repayment Method	Repayment
Value for money	4/10
Overall value	2/10
flexicover's recommendation

Good Points

Until RBS got full control, Virgin One Account operated honestly and ethically. You knew where you stood, and it lived up to all the promises it made in its market material. It was a grown up telephone banking service, for adults.

Bad Points

RBS have downgraded the telephone banking service. The last time I made a complaint, I was told I had to send an email or put it in writing! I finally managed to get through to a Manager, but only because I insisted. Their decision not to pass on the latest interest rate cut is outrageous. I have been a customer from the very start, and have recommended it to my daughter and many other friends and colleagues. I would never, never ever recommend this account now.

General Comments

If RBS, when they got full control of the Virgin One Account, had made it clear they were going to make such radical changes to this account, I would have left immediately. Instead, they have whittled away at the ethos behind the account, giving appalling customer service, and are now wriggling their way out of the promise behind the bank to track interest rates movements. I have written to RBS, have received a totally unsatisfactory reply, and will now take it to The Financial Ombudsman Service. This isn't the first time they have done this by the way. They failed to pass on an interest cut until the month end instead of the day after not so long ago. I guess it was the number of complaints from Virgin One Customers that made them rethink on that occasion. Any Virgin One Customer who feels aggrieved should go through the complaints process as I am doing. And if you have any marketing material from pre-RBS take-over, take photocopies and send these along with your letter. Shame on you RBS.

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