Virgin Money’s Conduct Reported To Financial Ombudsman In GMB Complaint After Demanding Late Payment Fees From Member Deceased For Five Months
The aim of the official complaint to the Financial Ombudsman is to stop other families receiving the same treatment from Virgin Money in distressing circumstances says GMB
GMB has asked law firm Unionline to make an official complaint to the Financial Ombudsman over the conduct of Virgin Money who have repeatedly ignored requests to deal with the account of a member who died five months ago.
Virgin Money have ignored letters and phone calls from Unionline, acting as executors of the member’s will, to close the credit card account and confirm receipt of the final balance payment.
The company has been sending letters to the deceased member’s home address adding late fees to the account and warning the member not to use the credit card as it will be blocked.
Matt Cordall, Head of Legal Practice at Unionline, said: "The member died with no family and, as executors of her will, Unionline has made contact with all companies, including Virgin Money, the member dealt with to cancel accounts, settle debts, etc. While other companies have responded and closed their accounts, Virgin Money have simply failed to deal with this matter.
A complaint was made to Virgin Money in June, and they have yet to respond to this. Under their own complaints procedure, it should take eight weeks. We told them in the complaint letter that we would complain to the Financial Ombudsman if they did not respond to the complaint, confirm the account to be closed and the final payment received, and not charge any further late payments.
One has to ask whether Virgin Money have considered how distressing it would be if the member had a family, for them to be receiving these distressing letters after repeatedly informing the company. The aim of the FO complaint is to stop other families receiving the same treatment in similar distressing circumstances.”
Contact: Collette McColgan, at Unionline 0114 220 1941 or 07860 401860 or GMB press office 07921 289880 or 07974 251 823