VIRGIN MONEY/ ABSA **** SERVICE AND PROBLEM NOT FIXED

I emailed Virgin Money/ ABSA about this very problem on 22 Aug, but since they clearly cannot read or have no attention to detail, they closed off the complaint without fixing the problem.

On 30 Oct, in the evening between 19:45 and 21:00 (using my airtime!), I contacted Virgin Money to sort out the above-mentioned issue on my account. I was transferred 7 TIMES between people and departments - Online Banking said it's not them (spoke to 2 people), and they said it's Internet Banking's problem (spoke to 3 people there), and then they again said it's *****'s department (spoke to 2 poeple there, including a very RUDE and dismissive woman). ALL THESE CALLS I RECORDED ON MY LAPTOP, including the time spent wasted listening to the "hold" annoying music.

The problem never got sorted, and I was on the phone WAITING for a guy in Internet Banking (AGAIN) for 33 mins, before my airtime ran out and the call got cut. He also said it was a ***** dept issue (AGAIN?!?!?), but that Virgin Money and ABSA have different ways or doing things, hence he was trying to figure out who to transfer me to.

The only HELPFUL person to detect the actual problem was a lady called MALITABO, but when I tried to reach her again, she was on her break. She said there's a block on my account because it claims there was a sim swop on my number, hence I wasn't receiving a verification reqiest for my beneficiary payment transaction. She said to phone my cell service provider (MTN), to verify whether there's been a sim swop or not, which I did, and they confirmed NOT. She said to call back to confirm this so that the sim swop block could be removed from my profile and I could transact via internet banking.

The issue: 1) I added a payment beneficiary to my Virgin Money credit card account online (52*6-2***-3*17). 2) I tried to make payment to the beneficiary, but kept giving this security notification error message: "Error occurred while trying to perform security notification and the transaction cannot continue" We have detected that a sim swop has recently been performed on your mobile number and as a precautionary measure we have disabled certain transactions for your protection. Contact the call centre for any queries."

The call centre is useless!

MTN confirmed there was never any sim swop ever (and I have been with them with same number and sim card for over 3 years). I recorded this phone call, and ALL my phone calls that night with Virgin Money/ ABSA on numbers *** and ***66.

The problem still exists!

From Miss AT Valentine