Analysis of 981 reviews show that Virgin Money UK may need to speak up

Founded in 1995, Virgin Money UK offers its clients no-nonsense financial services. However, it seems that some of their customers are surprised by the “no-information”, regarding payment issues.

Why do we say this?

The topic “payment” occurred in 50% of the reviews and has an average grade of 1,27 / 5. This indicates that it’s mentioned in a negative way. It seems that some customers have been charged because they missed a payment, without being informed whatsoever. This caused them to lose several days of interest. Some also claimed that they had to contact the company themselves, then they would receive more information about a payment plan.

This leads us to the topic “charged”. The topic has an average grade of 1,15 / 5 and occurred in 24% of the reviews. As mentioned before, some customers are getting charged without realizing it at first. For example, when making a mistake in missing a payment.

The topic “called” occurred in 43% of the reviews and has an average grade of 1,27 / 5. It was mentioned that some customers had a difficult time getting in contact with customer service. Some also complained that when they did get to talk to someone, they were being rude and unwilling to help, blaming the customer for the occurring issues.

The main issue here seems to be that Virgin Money UK, doesn’t have a reliable payment system. They may need to find a way to prevent customers from being charged without any notice, due to one missed payment. If previous payments have been paid on time, that could be taken into consideration. They could, for instance, send out a reminder after one missed payment, after that deadline has been missed, then they can demand the customer to pay a fee.

It could also be that they need to improve customer service, they could be more receptive to its clients. If customers feel like they are listened to and that they will receive help, that could increase their loyalty towards the company in general. Customer service may also need to try to follow up on the tickets they receive in a more efficient way. It could be beneficial if they created a more established system, that allows issues to be solved faster, in that way customers wouldn’t lose as much money.

The research team at Gavagai performed this analysis using our AI-powered text analysis tool, Gavagai Explorer. All texts analyzed in this article are collected from public online data published on Trustpilot.

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