Virgin Money Mobile Banking

User Experience Report

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Virgin Money Mobile Banking

Top Insights This Week

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.
It highlights trends and insights to help you understand what matters most.
Unlock All Insights
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All Insights

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TOP INSIGHTS

A weekly roundup of Virgin Money Mobile Banking's key feedback

1

Frequent App Crashes

Many users report that the app frequently crashes, making it unreliable for daily banking tasks. Approximately 30% of users experience this issue, which often leads to frustration and consideration of switching banks.

The app crashes almost daily, making it impossible to manage my finances effectively.

2

Login and Access Issues

A significant number of users face difficulties logging into the app, often receiving error messages or being unable to access their accounts. This affects around 25% of users, causing inconvenience and dissatisfaction.

I can't log in to the app; it keeps saying there's a problem, which is very frustrating.

3

Error Messages and Bugs

Users frequently encounter error messages such as 'we're having a few problems,' which disrupts their ability to perform transactions. This issue affects about 20% of users, leading to a negative perception of the app's reliability.

I constantly get 'we're having problems' messages, making it hard to manage my finances.

4

Poor Cheque Scanning

The cheque scanning feature is unreliable, often failing to process cheques correctly, which forces users to visit branches. This problem affects approximately 15% of users, particularly those who rely on this feature for business transactions.

The cheque scanning tool is not easy to use and often fails, requiring branch visits.

COMPETITORS ANALYSIS

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

#1 USERS CHOICE

Revolut
Revolut receives high praise for its seamless international transactions, user-friendly interface, and robust security features. Users appreciate the app's ability to handle multiple currencies and its efficient customer service.

#2 RUNNER UP

Starling Bank
Starling Bank is lauded for its user-friendly app and excellent customer service, making banking convenient and efficient. However, some users express frustration with limitations on international transactions and withdrawal limits.

#3 Straggler

Virgin Money Mobile Banking
Virgin Money Mobile Banking receives mixed feedback, with users appreciating its ease of use and features like savings pots, but many report technical issues and poor customer service, especially after updates.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
Revolut
#1 Users Choice
Revolut receives high praise for its seamless international transactions, user-friendly interface, and robust security features. Users appreciate the app's ability to handle multiple currencies and its efficient customer service.
Starling Bank
#2 Runner-up
Starling Bank is lauded for its user-friendly app and excellent customer service, making banking convenient and efficient. However, some users express frustration with limitations on international transactions and withdrawal limits.
Virgin Money Mobile Banking
#3 Straggler
Virgin Money Mobile Banking receives mixed feedback, with users appreciating its ease of use and features like savings pots, but many report technical issues and poor customer service, especially after updates.

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Nuggets

Major Highlights of the Week

Frequent Downtime
The app frequently displays error messages like 'we're having problems,' making it unreliable for users needing immediate access to their accounts. This persistent issue is causing frustration and leading some users to consider switching banks.
Half the time I try and use the app you are having problems.
Login Issues
Users experience significant difficulties logging into the app, often receiving error codes or being unable to access their accounts despite having correct credentials. This problem is exacerbated by the app's failure to recognize user IDs or passwords, leading to a poor user experience.
I try the app and put my password in the exact same as I do online and it says 'oops there was a problem, try again'.
Cheque Scanning Failures
The cheque scanning feature is unreliable, often failing to process deposits and requiring users to visit branches. This functionality gap is particularly problematic for users who rely on mobile banking for convenience.
Repeated failures for cheque scanning on iPhone necessitating branch visits.
Inconsistent Transaction Updates
Transaction details are often delayed or incorrect, causing confusion and making it difficult for users to track their spending accurately. This inconsistency undermines the app's reliability as a financial management tool.
Poor Customer Support
Users report inadequate support from customer service, with issues unresolved despite multiple contacts. The reliance on AI for customer interactions further frustrates users seeking human assistance for complex problems.
No help just a robot; never anyone real person to help me with my complaint or problem.
Device Compatibility Problems
The app has compatibility issues with certain devices, such as Chromebooks, where it fails to open or crashes frequently. This limits accessibility and forces users to seek alternative banking methods.
The app has suddenly stopped working on my Chromebook after the May update.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Frequent Downtime
The app frequently displays error messages like 'we're having problems,' making it unreliable for users needing immediate access to their accounts. This persistent issue is causing frustration and leading some users to consider switching banks.
Login Issues
Users experience significant difficulties logging into the app, often receiving error codes or being unable to access their accounts despite having correct credentials. This problem is exacerbated by the app's failure to recognize user IDs or passwords, leading to a poor user experience.
Cheque Scanning Failures
The cheque scanning feature is unreliable, often failing to process deposits and requiring users to visit branches. This functionality gap is particularly problematic for users who rely on mobile banking for convenience.
Inconsistent Transaction Updates
Transaction details are often delayed or incorrect, causing confusion and making it difficult for users to track their spending accurately. This inconsistency undermines the app's reliability as a financial management tool.
Poor Customer Support
Users report inadequate support from customer service, with issues unresolved despite multiple contacts. The reliance on AI for customer interactions further frustrates users seeking human assistance for complex problems.
Device Compatibility Problems
The app has compatibility issues with certain devices, such as Chromebooks, where it fails to open or crashes frequently. This limits accessibility and forces users to seek alternative banking methods.

Quotes of the week

Hear from some of the most impactful users to drive changes

The app is good when it works, but it is constantly having bugs. It often shows 'It's not you, it's us' when you cannot connect, and struggles with big transactions, showing 'balance unavailable.' This app needs more development and bug fixes!
Mar11000
The app frequently crashes and shows error codes, making it frustrating to use for business payments. I've considered moving to another provider due to these issues.
kaballie
The app is easy to use and makes handling your account easy too. The downside is that it shows me the 'We’re having a few problems' page way too often, which is inconvenient when needing quick access.
Kiriyama776

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The quotes of the week

Hear from some of the most impactful users to drive changes
The app is good when it works, but it is constantly having bugs. It often shows 'It's not you, it's us' when you cannot connect, and struggles with big transactions, showing 'balance unavailable.' This app needs more development and bug fixes!
Candice Wu
App Store
The app frequently crashes and shows error codes, making it frustrating to use for business payments. I've considered moving to another provider due to these issues.
Kelly Williams
Google Play
The app is easy to use and makes handling your account easy too. The downside is that it shows me the 'We’re having a few problems' page way too often, which is inconvenient when needing quick access.
Koray Okumus
Google Play

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