I have recently discovered that my card has been placed on hold until my credit rating has gone up. Because I had not received any statements for the last 19 months or so, I had been paying what I thought was a fair amount (and the card was working, so I assumed my amounts were fine). Upon investigation, it was discovered that my email address had been captured incorrectly, ergo I had not received e-statements, ergo I had paid the incorrect amount, ergo my rating decreased.

Thuli Nhlapo (Customer Services) has given me good and prompt service - thank you Thuli. However, she informed me that the email system is automated, which means that if my email bounces, nothing is done about it, unless I call in. I understand that the consumer has responsibilities reagrding their finances, but I am paying for a service (statements and admin) that I am not receiving, and by not receiving said service, I am obligated to pay for a phone call to inquire about it. So while I am satisfied by the service given to me by Thuli, I am not satisfied that I still have to wait a few extra months before gaining access to my card, which would not have been placed on hold if I had been notified timeously.

I have a VM card. This last year has been quite difficult because of the economy. I had a new contract worth enough to put in a a substantial amount so that I could pay my monthly amount plus a lot extra to be used again through the following month. I was never notified that there would be any change & only after I had paid over nearly half the card limit, did I receive a textsms to the effect that they had taken all the money and reduced my credit limit to the point where I was now again over the limit. So I must yet again pay! THIS IS ILLEGAL. I am now starving as the money I had budgeted was taken and I was never given notice that the card was being reduced!! When I called the call centre I was told it was because my credit rating at the credit rating agency was at fault. I got my free report and the rating is fine - they lied. Because they did not warn me in advance - I was unable to effectively plan my finances and this is what the FICA act is specifically set up to put a stop to!! Then the call centre harassed me about not paying in when I had just put in 7k!! I should have had at least 6K available!!

I logged a query through the Virgin Money website on 5 Oct. By the 13th Oct I had not yet received a response, except for an automatic mail that I received on the 5th stating that I would be contacted in 2-3 days. I sent a follow up mail on the 13th asking for feedback and it is now the 16th and I have heard absolutely nothing.

Please please please please could someone contact me - that would be great.

In these times of financial crisis, I would really expect that institutions such as Virgin Money would endeavor to look after their clients who have never missed a payment.

How the hell can you just take money from my account without asking me first. My wife transfered money to my account so that she can use it at a later stage, but then you just go and ***** her money out of my account, We do not have money for food as we went to buy groceries and wanted to withdraw money I saw that you took her money. How the hell can you do this. I want this money back in my account by no later than 9:00am on Monday morning as apparently you useless people are not working on a Sunday. I want this back into my account otherwise my wife will make a case against Virgin Money for ******** he money as you had NO RIGHT to take this money. I made an arrangement to pay something towards my Credit Card every month and which I do. Refund this money immidiately and sort this **** out. You cannot just take money where and when you feel like it. We must also live and then you take money that is not even mine.