What you'll find on this page:
Report your card lost or stolen
If your card is lost or stolen, or you see any transactions you don't recognise, please contact us immediately on 13 37 39 (or if you’re overseas call us on +61 2 8288 2222 call reverse charges via the international operator in the country you’re travelling in).
You can place a block on your card and immediately order a card replacement via the Virgin Money App. If you order a replacement card your existing card will be cancelled. If you have added your card to your digital wallet, this will continue to work.
Further information about liability for credit card transactions is contained in your account Terms & Conditions.
Updating your personal details
It's really important to keep us up to date with your contact details, especially your email address as this is where we'll send your monthly card statement and also any other important information relating to your accounts.
If you need to update any of your personal or contact details call us at 13 81 51 to have your details updated.
Balance Transfers
Instalment Plans
Instalment Plan offers are available to eligible Virgin Money Credit Cards customers. They allow you to take advantage of an interest rate lower than the standard interest rate you currently pay on your credit card account for a fixed term. You can request Instalment Plans be set up to the value of your available credit limit. For more information on Instalment Plans, call us at 1300 129 783.
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Change your Credit Limit
For No Annual Fee and Low Rate cards the maximum credit limit is $30,000 and the minimum credit limit is $2,000.
For Flyer cards the maximum credit limit is $30,000 and the minimum credit limit is $6,000.
For High Flyer cards the maximum credit limit is $50,000 and the minimum credit limit is $15,000.
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Disputing a transaction
A transaction dispute occurs when you or an additional cardholder questions a transaction charged to your Virgin Money credit card account.
Visa have set rules and timelines for the dispute process, which can sometimes take up to 180 days to resolve.
Transaction dispute guidelines
1. If your dispute is not about a suspected fraudulent transaction, we strongly suggest you attempt to resolve the dispute with the merchant or service provider.
For disputes that may arise due to COVID-19, please note that many merchants are proactively offering refunds and reasonable alternatives for future service. If no resolution is agreed, we will act on your behalf in the formal dispute process.
2. Visa have a formal dispute process with set timeframes that we must follow. To allow us to help you resolve your dispute you must contact us without delay on 13 37 39 when you identify a transaction you would like to dispute - ideally this should be within 60 days of the transaction date.
3. For us to act on your behalf, we will also need you to provide us with all the available information you can, as well as any relevant supporting documentation specific to the transaction in question.
4. We will liaise with the merchant’s bank on your behalf. Please note that charges may apply.
5. The merchant’s bank will respond with confirmation of reversal of the charge, or a request for more information. We will contact you by email if further information is required – please ensure that you respond within the timeframes as advised on the correspondence to ensure that we can continue your transaction dispute.
6. Dispute cases can take up to 120 days depending on the nature of the dispute, and it is important for you to stay in contact with us and assist with the investigation until a resolution is achieved.
It’s important to know that ‘unauthorised transactions’ are charges that a cardholder claims to have never authorised. Virgin Money must block your card before pursuing the dispute with the merchant's bank.
How can I close my credit card account
You can cancel your card account via the mobile app:
1. From the home screen tap Accounts
2. Select the credit card account you would like to close
3. From there tap three dots to open Account Options
4. Select Request account closure
5. Follow the prompts
Alternatively call use at 13 37 39.
Cancelling a recurring payment
A recurring payment is where you have given your credit card or debit card details (card number, expiry date and CVV) to allow a merchant or service provider to charge your card regularly to pay for the services they provide you.
- The quickest way to cancel the recurring payment is by contacting the merchant directly.
- If once you have cancelled the recurring payment with the merchant and they continue to debit your card, you can contact us and we will put a stop on any future payments.
Important things to remember when cancelling a recurring payment
Cancelling your recurring payment does not cancel your contract with the merchant. If you still have a valid contract with a merchant and you’ve cancelled a recurring payment, you’ll need to make alternate payment arrangements with them. Or if you no longer require their services, you’ll have to cancel your agreement with them where possible.
We’ll process a cancellation request within 5 business days.