SALLY SORTS IT: Virgin Cash made my £339k financial savings switch vanish

On September 9, I transferred £399,000 from my Santander financial savings account to open a one-year bond with Virgin Cash. However the funds haven’t arrived.

Santander retains saying it’s ready for Virgin to get again to it after making a fee recall request, and Virgin says it doesn’t have the funds.

It’s each penny my aged father and I’ve. It was meant to present me and my three youngsters a cushion and assist with a home buy.

I’m a single mum or dad and completely appalled on the manner I’ve been handled.

R. B., Glasgow.

Life financial savings: A reader was left terrified after horrified after Virgin Cash managed to lose their complete £399,000 financial savings

Sally Hamilton replies: I can solely think about the ghastly sinking feeling you need to have felt when your £399,000 financial savings pot vanished.

The scenario was made worse since you didn’t obtain correct reassurance relating to its whereabouts. 

With banking scams rife, you couldn’t make sure that your cash hadn’t been intercepted by thieves. Sleepless nights weren’t the half of it.

The sport of ping-pong that ensued between Santander and Virgin Cash concerning the location of your lacking money pushed you into the depths of despair.

You even sought the recommendation of a solicitor.

Whenever you contacted me for assist, you defined the way you endure from despair and that the concern over the incident had affected your psychological wellbeing as every day handed with none decision.

I made a decision to attempt to search the reassurance you wanted by first contacting Santander, because it was the sender of the funds.

The financial institution was adamant it was Virgin I wanted to chase for a solution.

This I did and, lo and behold, the very subsequent day, Virgin confirmed that it had now positioned your lacking cash.

It rapidly credited it to your financial savings bond account and at last put you out of your distress.

Santander informed me it had made the transaction appropriately on the day that you simply had requested it.

Rip-off Watch 

I’m delighted to have clocked up greater than £1 million of reader cash positioned, reimbursed or compensated in simply seven months. 

I’ll proceed to struggle for readers’ rights once they really feel mistreated by organisations and am thrilled with all of the victories, large and small.

Please hold writing in. Whether or not your insurer gained’t meet a legitimate declare or the service you obtain is lower than scratch, I need to know. 

The assorted methods to contact me will be discovered under.

Whenever you reported that it had not arrived at its vacation spot, Santander requested Virgin to analyze its whereabouts on 4 events.

Following my involvement, and 9 days after you first chased the lacking cash, Virgin lastly stated it had found the funds and confirmed the startling indisputable fact that the cash had been obtained on the identical day that you simply had transferred it.

A Virgin Cash spokesman says: ‘We’re very sorry for the concern brought about. The fee obtained from Santander was not initially recognised by our fee techniques as a financial savings deposit and, consequently, it took longer than typical to course of.

‘We’re working carefully with Santander to find out why this was and to make sure it doesn’t occur once more.’

I felt this apology was not sufficient, contemplating the misery and fear you went by.

I hate to suppose what may need occurred when you had been transferring that cash for one thing extra pressing than a best-buy financial savings bond — a deposit on a home, for example.

Such a transaction might have simply fallen by if not made in good time.

Virgin stated it could contemplate compensation however added that this course of might take as much as eight weeks. I used to be flabbergasted.

In the long run it got here again in about half that point — with a proposal of a measly £250.

In my expertise, a minor inconvenience would lead to that degree of recompense, whereas you feared you’d misplaced your life financial savings, which is hardly a trivial matter.

Generally the one method to encourage suppliers to enhance their techniques and buyer companies when one thing has gone flawed is that if they really feel it in their very own pockets.

I requested Virgin to rethink.

It ruminated for a pair extra days after which agreed to additionally reimburse your £390 authorized prices because you had recruited the assistance of a solicitor.

I hope Virgin has learnt a lesson that communication is essential to holding a buyer completely happy.

As for purchasers in the same scenario, when making a big switch I might recommend taking a belt-and-braces method, equivalent to taking screenshots or pictures of every stage of the switch course of which will be introduced to the financial institution ought to one thing go flawed.

As an apart for all savers, it may be dangerous holding giant sums with a single banking organisation.

If a financial institution will get into hassle, balances are protected solely as much as £85,000 per establishment, so spreading your cash round completely different suppliers generally is a extra smart step.

Currys staff DIDN’T knowhow – now I need refund 

In July 2019, I took my HP laptop computer to be repaired at a Leicester department of Currys. I paid £60 for the restore service by its ‘Crew Knowhow’, which guarantees to refund you if an issue can’t be fastened.

The technicians couldn’t repair the laptop computer as they may not acquire the substitute elements, so I requested my a refund.

I understood the pandemic made life tough for corporations and I took that into consideration.

After phoning and sending quite a few letters and emails, I nonetheless didn’t get my refund. It’s now greater than three years since I made the fee.

I think my time, paper, ink and stamps have overtaken the worth of the £60 refund, however I have to make a stand.

M. W., Lutterworth, Leics.

Sally Hamilton replies: I contacted Currys in your behalf and it informed me that the one route you hadn’t used to get your a refund — visiting the shop the place the restore was tried — was additionally the one method to acquire your refund.

Whereas this was talked about in a letter you obtained explaining why the restore couldn’t be accomplished, you believed your £60 can be credited robotically when you’d picked up your system.

I’m not clear why this might not have been defined to you in the course of the quite a few subsequent events you contacted the corporate, not least if you collected the laptop computer from the shop in individual.

How simple it could have been to kind out the refund there after which.

A Currys spokesman says: ‘We’re very sorry for the size of time it took to challenge M. W.’s refund. We now have apologised to her for the inconvenience.’

It has paid you the £60 refund and given you an additional £60 as a goodwill gesture, too.

Straight to the purpose 

I obtained a letter from the DWP in August saying they owed my late spouse, who died in February, £172.65. I’ve accomplished the entire paperwork however I’ve not heard something again.

D. C., by way of e mail.

The DWP has apologised for the delay and has since paid the excellent quantity. It has referred to as you to apologise personally.


My BT broadband in my house workplace immediately crashed to between 1 and three Mbps and my landline reduce off. 

BT initially stated it’s an exterior fault and can be fastened inside 48 hours, however it has since pushed this again by 5 days. I’m struggling to work and can’t be disconnected for that lengthy.

R. L., Barnet, London.

BT organized for an engineer to come back inside the unique 48-hour timeframe as a way to repair the exterior fault. Your broadband and landline are actually again up and operating.


I had an order for a pair of trainers that obtained delayed with supply agency Evri and by no means turned up.

Buyer companies for the retailer, Sports activities Direct, supplied me a refund or a substitute, so I took a substitute. However the order by no means confirmed up.

Okay. Okay, London.

A spokesman for Evri says that the corporate has reached out to you and is investigating the difficulty.

  • Write to Sally Hamilton at Sally Types It, Cash Mail, Northcliffe Home, 2 Derry Avenue, London W8 5TT or e mail — embody cellphone quantity, deal with and a be aware addressed to the offending organisation giving them permission to speak to Sally Hamilton. Please don’t ship unique paperwork as we can not take accountability for them. No obligation will be accepted by the Day by day Mail for solutions given. 

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