Virgin Money Credit Card

User Experience Report

Report Date

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

Highlights trends and insights

Helps you understand what matters most

Unlock all insightsSign in

Join our next webinar, no camera needed

Virgin Money Credit Card

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
Sign In
Right-facing arrow

All Insights

Dashboard mockup

TOP INSIGHTS

A weekly roundup of Virgin Money Credit Card's key feedback

1

Face ID Issues

Many users report that Face ID frequently stops working, requiring them to toggle it off and on to regain access. This issue affects approximately 15% of users, causing frustration and inconvenience.

Face ID keeps disabling itself, forcing me to manually enter my PIN to log in.

2

Payment Difficulties

Users are experiencing issues with making payments through the app, particularly with the removal of the debit card payment option. This affects around 20% of users, leading to dissatisfaction and potential late fees.

I can't pay my balance through the app anymore, and calling to make payments is a hassle.

3

App Update Problems

Frequent mandatory updates are causing the app to become unusable for some users, with the app either not updating or crashing post-update. This issue impacts about 10% of users, preventing them from accessing their accounts.

Every time I try to update the app, it just spins and never completes, leaving me locked out.

4

Single Device Limitation

The app's restriction to a single device is problematic for users who want to access their account from multiple devices. This limitation affects approximately 5% of users, particularly those who share accounts.

I can't use the app on both my phone and tablet, which is very inconvenient.

COMPETITORS ANALYSIS

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

#1 USERS CHOICE

American Express App
American Express users generally praise the app for its reliability and user-friendly interface, with many appreciating the seamless transaction tracking and payment features. However, some users have noted occasional issues with login and customer support response times.

#2 RUNNER UP

Barclaycard App
Barclaycard App receives mixed feedback, with users appreciating its comprehensive features and ease of use. However, there are frequent complaints about technical glitches and slow updates, which can hinder the user experience.

#3 Straggler

Virgin Money Credit Card
Virgin Money Credit Card app users express significant frustration due to frequent login issues, app crashes, and the removal of web access, which limits account management options. While some users find the app easy to use when it works, the overall sentiment is negative due to persistent technical problems.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
American Express App
#1 Users Choice
American Express users generally praise the app for its reliability and user-friendly interface, with many appreciating the seamless transaction tracking and payment features. However, some users have noted occasional issues with login and customer support response times.
Barclaycard App
#2 Runner-up
Barclaycard App receives mixed feedback, with users appreciating its comprehensive features and ease of use. However, there are frequent complaints about technical glitches and slow updates, which can hinder the user experience.
Virgin Money Credit Card
#3 Straggler
Virgin Money Credit Card app users express significant frustration due to frequent login issues, app crashes, and the removal of web access, which limits account management options. While some users find the app easy to use when it works, the overall sentiment is negative due to persistent technical problems.

Start your 14-day free trial

Join 300+ companies monitoring customer experience across 80+ different sources

Learn moreBook a call

Join our next webinar, no camera needed

Nuggets

Major Highlights of the Week

Face ID Glitches
Face ID functionality frequently disables itself, requiring users to manually toggle settings to reactivate it, causing frustration and inconvenience. This issue undermines the app's biometric security feature, which is expected to provide seamless access.
I have to keep toggling Face ID off and on to get it to work again.
Payment Failures
Users are unable to make payments through the app due to errors in recognizing outstanding balances, forcing them to resort to phone calls for payment processing. This disrupts the core functionality of the app, which should facilitate easy and direct financial transactions.
The app shows I owe zero, so I can't make a payment unless I call customer service.
Update Loop
The app frequently prompts users to update, but the update process fails, leaving them unable to access their accounts. This persistent issue creates a barrier to entry, preventing users from managing their finances effectively.
Every time I try to use the app, it tells me to update, but the update never completes.
Device Limitation
The app restricts access to a single device, complicating usage for those who wish to manage their accounts across multiple devices. This limitation is particularly problematic for joint account holders or users who switch devices frequently.
I can't use the app on both my phone and tablet, which is very inconvenient.
Debit Card Payment Removal
The removal of the debit card payment option has frustrated users, as they now have to call customer service to make payments, which is seen as a step backward in app functionality. This change has led to dissatisfaction and threatens user retention.
I can't pay my balance with a debit card through the app anymore, which is a huge inconvenience.
Security Concerns
Users report unauthorized access to their accounts, raising concerns about the app's security measures. This issue highlights the need for enhanced security protocols to protect sensitive user information.
Someone accessed my account and changed my login details without my knowledge.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Face ID Glitches
Face ID functionality frequently disables itself, requiring users to manually toggle settings to reactivate it, causing frustration and inconvenience. This issue undermines the app's biometric security feature, which is expected to provide seamless access.
Payment Failures
Users are unable to make payments through the app due to errors in recognizing outstanding balances, forcing them to resort to phone calls for payment processing. This disrupts the core functionality of the app, which should facilitate easy and direct financial transactions.
Update Loop
The app frequently prompts users to update, but the update process fails, leaving them unable to access their accounts. This persistent issue creates a barrier to entry, preventing users from managing their finances effectively.
Device Limitation
The app restricts access to a single device, complicating usage for those who wish to manage their accounts across multiple devices. This limitation is particularly problematic for joint account holders or users who switch devices frequently.
Debit Card Payment Removal
The removal of the debit card payment option has frustrated users, as they now have to call customer service to make payments, which is seen as a step backward in app functionality. This change has led to dissatisfaction and threatens user retention.
Security Concerns
Users report unauthorized access to their accounts, raising concerns about the app's security measures. This issue highlights the need for enhanced security protocols to protect sensitive user information.

Quotes of the week

Hear from some of the most impactful users to drive changes

The app used to be convenient, but now I can't make payments from my debit account. This is unacceptable in 2025, and if not fixed soon, I'll close my account.
D0ubleWhammy
Face ID randomly stops working, forcing me to re-enable it in settings. It's frustrating and makes the app less user-friendly compared to competitors.
R.0.b.
The app no longer allows debit card payments, forcing my elderly mother to call and wait for long periods to make payments. This change is inconvenient and not user-friendly.
V****x

Start your 14-day free trial today

Join the 300+ companies monitoring customer experience

Chat to salesGet started

Join our next webinar, no camera needed

Start your 14-day free trial today.
Chat to sales
Get started

The quotes of the week

Hear from some of the most impactful users to drive changes
The app used to be convenient, but now I can't make payments from my debit account. This is unacceptable in 2025, and if not fixed soon, I'll close my account.
Candice Wu
App Store
Face ID randomly stops working, forcing me to re-enable it in settings. It's frustrating and makes the app less user-friendly compared to competitors.
Kelly Williams
Google Play
The app no longer allows debit card payments, forcing my elderly mother to call and wait for long periods to make payments. This change is inconvenient and not user-friendly.
Koray Okumus
Google Play

Discover Anecdote’s all-in-one customer experience platform

Feedback Search
AI Tagging & Prioritization
Surveys
Reports
Competitor Analysis
Feedback Alerts

Search through all your feedback, instantly

Type in anything, and find what you need in your feedback—complete with relevant tickets, citations, and AI-summaries.

Search for product issues and validate hypotheses.

Receive an AI summary, relevant tickets, sentiment and more.

Explore

Use AI to automate and prioritize your feedback analysis

Analyze your feedback with our market leading LLM, generate clear AI summaries, and prioritize burning issues.

Transform feedback into actionable trends and categories.

Use AI to turn feedback into impactful business actions.

Explore

Send surveys and analyze them with AI

Quickly launch AI-powered surveys right in your product, on WhatsApp, or through email, and get real-time AI insights on the results.

Whatsapp logo
Gmail logo
SDK

Reduce time to action with quick, actionable AI insights from your surveys.

Analyze all your customer feedback, including surveys, in one place.

Explore

Segment feedback from your company in charts and summaries

Turn feedback into clear, easy-to-read dashboards that help your team make better decisions, break down silos, and respond faster.

Easily deep-dive into feedback from support, products, branch, and stores.

Share feedback dashboards to your team that update in real-time.

Explore

Benchmark your company's feedback against your competitors

Unify and analyze public competitor feedback to benchmark against their performance.

Learn from competitors' strengths and avoid their mistakes.

Create monthly SWOT comparisons.

Explore

Stay on top of your feedback with alerts

Set up email or Slack alerts for specific customer issues, bugs, VoC reports, or queries like legal mentions and late deliveries. Route these to the right team the same day they're reported.

Gmail logo

Improving customer satisfaction with faster response times.

Identify and address emerging risks more swiftly.

Explore
Anecdote logo
US flag
Palo Alto, California, USA
System normal
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
GDPR badgeAICPA badge
© Copyright 2025 Anecdote
About
Integrations
T&Cs
Security
Privacy policy