VMSA Poor service and feedback - Ticket number: ***
<p>A little background:</p> <p>I am an English teacher in South Korea and I moved there in 2013. Before I moved to South Korea, I had a Virgin Money credit card which I chose to keep running in case of emergencies abroad. This has been a great choice in the past, but not at all in the last year or so.</p> <p> </p> <p>Story:</p> <p>Part 1:</p> <p>When my credit card was nearing expiration in April 2016, I sent an email to Virgin Money about the matter in December 2015. I was then told to contact them closer to the expiration date since they can't answer me yet. I then sent an email in February and was told that my card will be automatically renewed and sent to my address. This was a concern since they do not have my address in South Korea and I rep**** by requesting them to send it to me in South Korea with my local mail address. </p> <p>No response was received and by the end of March, I had to contact the ABSA action line to complain about the service delivery from Virgin Money SA. After several apologies from ABSA and resending my details to ABSA, I finally received my card in the middle of April.</p> <p> </p> <p>Part B:</p> <p>On 23 June 2016, I tried to use my credit card to purchase airline tickets and accommodation for a trip to Boracay in the Philippines but was unable to do this due to new security measures,SureCheck, put in place by ABSA that sends an SMS to your phone number in South Africa as verification.</p> <p>While I have no problem with the added security measures, I requested that the number be changed to my mother's number in South Africa since the SMS can not be sent to an international number.</p> <p>After sending an email on the 23rd of June regarding this, I did not receive any feedback from Virgin Money SA.</p> <p> </p> <p>On 30 June 2016, I sent an email to the ABSA action line to complain about the lack of feedback from Virgin Money SA and was given a reference number: ********** . The consultant apologized and promised me that another consultant would attend to my inquiry as soon as possible.</p> <p> </p> <p>However, one week passed and I still have not received any feedback, so I sent another email to ABSA action line on 7 July 2016. Result: no response.</p> <p> </p> <p>I sent a final email to the ABSA action line today, 22 July 2016, stating that I am fed up with the lack of service after one month from the initial complaint. If this was an emergency situation, I would have been in serious trouble in a foreign country.</p> <p> </p> <p>Therefore, as mentioned in my email to ABSA, I will be moving my business to FNB since no customer deserves to be treated like this on a repeated basis. I am a very reasonable and relaxed person, but this is simply unacceptable customer service from one of the big four banks.</p> <p>Get your act together or you will continue losing clients to FNB and Capitec.</p> <p> </p> <p>Regards</p> <p>JP Prinsloo</p>
