Virgin Card Security

A small warning to users of the Virgin credit cards.

I recently had my card partially swallowed by a petrol pump machine in France. I immediately called Virgin CC customer service and reported what had happened. They told me the card would be cancelled and that I would receive a new card in 7 days. Four weeks on, still no card and now a transaction on my account (albeit very small) that has nothing to do with me.

I called customer service again and they advised me that they would cancel the card (They had told me four weeks previously that they would do this but admited that they had not). I also spoke with their security department who said they would investigate this and the matter of my card not being cancelled. However I will not get any further feedback from Virgin. The operator cut the line on me in the end (I had not been abusive though I had been forthright in my opinion!).

Does Virgin CC customer service work at this low standard all the time or have I been unlucky. If this is a common standard of service perhaps SRB ought to be made aware of what is happeneing in the brands (and effectively his) name.

Graham

Well I don't think the customer services is the best but then if I this was my main consideration I would not be using them - I just want the miles [y].

My wife had her card pinched back in the summer and we reported it which rendered both her and my cards invalid. It took many weeks and about three calls to get it replaced. Then when it was replaced only my card was recieved (diffent card number). We reported that only one card had been recieved and they then said they had to cancel both cards again and reissue. In total we were without cards for about 6-8 weeks (we used different CCs during this time) and this period also meant that we missed the 15k threshold for the companion ticket - not that I'm too bothered.

So in summary Graham - no not that impressed.

Phil

[preiffer]

To be fair, last year, they were excellent with me.

They called me out of the blue, as they'd noticed some "unusual transactions" (small, test ones) on my account. They gave me the dates & times and it turned out that I was over Greenland when they were processed, so it can't have been me.

They cancelled my card, investigated the account, and sent me a new one within 2-3 days. [y]

[HighFlyer]

They called me out of the blue, as they'd noticed some "unusual transactions" (small, test ones) on my account.

They do this frequently to me, I had the embarrasment of having my card refused when i was in MCO earlier this year, turns out that that they had stopped all activity on it after they noticed a high level of spending in the Mall at Millenia A quick acll to them fixed it, although they now ask that i call them if I am going abroad and likely to be batering the plastic. I had to call them wheni went on my GE and give them my itinerary so they wouldnt stop my expenditure.

Its a bit of a pain at times but i guess its good security, at least they do something if there is a chance that someone has pinched your card.

Thanks to all. I think I have calmed down now I know I am not alone!!

Graham

They do this frequently to me, I had the embarrasment of having my card refused when i was in MCO earlier this year, turns out that that they had stopped all activity on it after they noticed a high level of spending in the Mall at Millenia

I always advise them when we are going out the country, where to and how long for.

Had a embarrassing situation in Paris a few years back, not with VCC though, and it taught me a lesson.

Regards

Paul

MBNA who run the card, are in my experience bloody awful and I have had several different branded cards issued by them.I cancelled both of our VS cards 5 months ago because of various problems that they couldn't or wouldn't sort.Just waiting for the 2x £80 bills to drop on the door mat for next years membership,I am certain they will arrive:D

Took me 3 phone calls and a couple of embarrasing refusals after each call before they actually activated my card.[:(!] At least when I finally got to speak to the right person they admitted it was their fault and apologised profusely!

Still like many others I am only in it for the miles!

[mitchja]

Slightly OT but when I was in BGI a few years ago I had my wallet stollen [:(!] and back then I had a VISA credit card. I called to cancel it and was told a new VISA card would be sent to my home address in 10 days. Then after speaking to a fellow traveller, they told me to call VISA international who sent me a temporary VISA card to my hotel in BGI in under 24 hrs so I could use my credit card for the rest of my holiday!!!

Mastercard will do the same if you need a replacement temporary card sent out to you within 24hrs. I have a list of Mastercard Global service numbers if anyone wants them. They will do everything for you including stopping and cancelling your lost/stollen card...saves you having to call Virgin (or your Mastercard issuer) in the UK.

Regards

Originally posted by mitchja
they told me to call VISA international who sent me a temporary VISA card to my hotel in BGI in under 24 hrs so I could use my credit card for the rest of my holiday!!!

Interesting, and certainly worth knowing. Tell me, presumably you had to proove your identity when the card was delivered. What happened - was it couriered to you and you showed your passport?

[mitchja]

On calling VISA international (which was based in the US) I had to provide lots of answers to security questions and the temporary card was delivered the following day via FedEx. The package containing my card was actaully left in my room for me by the hotel front desk staff! (having said that there was nothing on the package which indicated it's contents). The hotel even offered to pay for the call to VISA international.

The hardest thing to get replacements for was my driving licence and my PADI Open water diver card!!!

Regards

Would you happen to have the telephon number - I think it would be a useful one to put in the diary.

[mitchja]

The Mastercard Global numbers I have are:

USA/Canada - 1 800 307 7309
Australia - 1800 120 113
Austria - 0800 21 8235
France - 0 800 90 1387
Germany - 0800 819 1040
Greece - 00 800 11 887 0303
Italy - 800 870 866
Mexico - 001 800 307 7309
Poland - 0 0800 111 1211
Spain - 900 97 1231
UK - 0800 96 4767

All other countries call collect to the US on 1 636 722 7111

Edit - I've just found this page on the VISA website for the VISA global numbers.

Also the full list of Mastercard global numbers are here

Regards

Great tip on contacting Mastercard & Visa direct in the event of needing a replacement ASAP.

As a side note I have all of my cards covered by Sentinel Card protection. One call from anywhere in the world and they will cancel your missing cards and arrange replacement.
They also provide £75000 cover against the fraudulent use (£1500 cover prior to the reporting of the lost card) of your cards

Cheers for all that James, that's some really useful info.

Cheers

John