MOST *********** EMPLOYEES IN THEIR CALL CENTRE

<p>I didn’t use my virgin money credit card for about 1.5 years; I received a new credit card about 6 months ago. When they contacted me the first time for my new credit card (as the previous one expired) I was told to go to the nearest ATM to make it active. I phoned the call centre 01 May 2016 and asked what I must do to make my card active again as I couldnt remember my PIN number. The person on the other side said that it doesn’t work that way (at the ATM) and that I must go online to make my card active. Seeing I haven’t been using my card for a very long time or logged on to the online banking I couldn’t remember what my password was, I blocked my online service. ( IF i knew it was going to be such a hassle to reset it, I would have been more cautious trying to log in)I phoned the call centre Friday morning 13 May 2016 and the lady on the other side said that she will log a call at the IT side for them to reset my password and in 48 hours I will receive an e mail with my new details. I even asked her what must i do when i get the e mail, she said the steps will be in the mail.....This morning I still didn’t receive an e mail and my gut told me to phone the call centre again. I explained my situation to the lady on the other side and she said NO,NO, NO, they don’t do it that way. Like I'm the idiot and sucked it out of my thumb. But I thought that is why they have call centres, to assist. But clearly not one person in the contact centre knows what they doing. Now I have to go into my nearest branch to get my card activated or my pin and password reset. Why in the world couldn’t this have been said to me in the first place? This could have been sorted the 1st of May already. Maybe you should start training your employees and teach them the correct procedures and the SAME procedures.</p> <p> </p>