Deceased Estate Assistance

Virgin Money Credit Card Customers

The loss of a loved one is a difficult time in your life but we are here to help.

This page is for credit card accounts. For information on how we can assist Reward Me Home Loan customers, please click home loan deceased estates.

  • What happens when someone who holds a Virgin Money Credit Card passes away?

    Once we are notified that a customer has passed away, we will send a letter outlining the supporting documents that we will need to receive from the representative of the deceased customer. This letter will be sent within 14 days from when we were notified to the legal address of the deceased customer or, if requested by the person who provided us with the initial notification, to another address of their choosing. At the same time, we will also place a hold on the credit card account of the deceased customer, which also means that any additional cardholder(s) on the credit card account will no longer be able to spend on their credit card.

    After we receive the required documents, we will work with the representative to finalise the deceased customer’s credit card accounts.

  • Who can notify Virgin Money that a customer has passed away, and how?

    You do not need to be acting in an official capacity or on behalf of the deceased estate, to provide us with initial notification of the deceased customer’s passing.

    If you need to contact us about the loss of a loved one you can do this over the phone or through mail. We are here to support you.

    Deceased Estate Management Team
    Phone Within Australia: 13 37 39
    Calling from Overseas: +61 2 8288 2222
    Mail Attn: Estate Management
    PO Box 40
    Sydney NSW 2001
  • Who can access the deceased customer’s credit card account details?

    Information regarding the deceased customer’s credit card account can be provided to the following representatives:

    • The Executor of the deceased estate named in the last will of the deceased customer
    • Administrator appointed by a Supreme Court in the State or Territory in which the deceased customer’s assets are held to act as the deceased customer’s administrator in circumstances where the deceased customer has died without a will
    • Solicitor acting on behalf of the deceased estate of the deceased customer
    • Next of Kin – If there is no will and there is no intention to apply for Letters of Administration, then confirmation is to be obtained from the person seeking the information stating their relationship to the deceased customer. We may require additional documents to confirm the relationship of the next of kin
    • Public Trustees acting on behalf of the Deceased Estate
  • How can I get information on payments to/from the deceased customer's credit card account?

    The representative can request a list of all the recurring payments on the credit card account, over the past 13 months, by calling our Customer Care Team on 13 37 39.

  • What documents are needed to finalise the credit card account of the deceased customer?

    Information on what is needed to finalise the credit card account of the deceased customer are included in the letter that we will send once we are initially notified of the deceased customer’s passing.

    The representative will need to provide a copy of any one of the following documents:

    • Death Certificate
    • Grant of Probate – an executor appointed under a will can apply for Probate by contacting the Supreme Court in the State or Territory in which the deceased’s assets are held
    • Letters of Administration – If the deceased dies without a will it may be necessary to apply to the Supreme Court in the State or Territory in which the deceased’s assets are held for Letters of Administration to appoint an administrator to administer the deceased estate
    • A certificate issued by the public trustee or Trustee Company authorised to do so
    • Solicitor’s or Coroner’s Letter

    We will advise you if any additional documentation is required.

  • What happens after the required documentation is received by Virgin Money?

    Once we have received the official documentation, we will reverse any interest and bank fees that may have been charged to the credit card account after the date of death of the customer.

    If a balance is owing, we will send the representative a letter confirming the balance as at the date of death, along with the most recent statement which includes payment details. If no balance is owing, we will simply close the credit card account and send a letter confirming this. If the credit card account is in credit, we will send a bank cheque payable to the estate of the deceased customer.

FAQs