Disgraceful Customer Service

<p>I app**** for a credit card from Virgin Money a few weeks ago after it was recommended to me by a friend. Everything was going well until I had a hiccup with my proof of residence. After sorting out with the courier company (CCD Couriers) that a vehicle registration certificate was adequate proof of residence, my card was delivered on Tuesday 14 February.</p> <p>I tried to use it the following day, but the card was declined. I called the card service center ( ********** 273) to sort it out. The gentleman I spoke to said everything looked perfect, except that the funds had not been allocated to the card. He escaleted the issue and said that I should receive an SMS that night at 20:00 to tell me that the card has been activated, or maybe I would receive it at the latest the following morning. I received no SMS on Wednesday 15 or Thursday 16 February. </p> <p>On Friday 17 February, I called the card service center again. I spoke to a woman called Karabo, who said that my proof of residence had not been accepted and that I needed to email a different proof of residence to their FICA department. I said to her that the courier had accepted my proof of residence and that the man on Wednesday had also said that it was fine. She insisted that it was not adequate. After an exhausting 20 minutes, Karabo found a list of acceptable proof of residence documents and read them to me. One of these was a VEHICLE REGISTRATION CERTIFICATE, WHICH I HAD GIVEN TO THE COURIER ON 14 FEBRUARY. She said she would escalate it and my card would be working in 24 hours. </p> <p>I patiently waited for my activation SMS, which never arrived. On Tuesday 21 February, I called them again. I spoke to a woman called Emily whose manner bordered on rude. She again informed me that the proof of residence had not been accepted. I explained to her my previous conversation with Karabo. Emily said she would escalate it and that she would get back to me with feedback on the situation. I told her that I wanted to speak to a manager. She put me through to a woman called Annelie, or Hannelie (she was so soft and difficult to hear). Hannelie repeated what Emily had said, wasting more of my time. She said she would contact the FICA department and follow up with me by close of busines that day. Close of business is 17:00. Neither Emily nor Hannelie have got back to me since these conversations. </p> <p>I am absolutely outraged by this disgusting display of non-service. I am loathe to waste my airtime to call the service center again, as nobody can help me and nobody ever calls me back. The staff are completely ***********. I will never recommend Virgin Money to anybody.</p> <p>Sincerely,</p> <p>Irate Customer</p>