Virgin Money South Africa
Virgin Money lost my documents

In June this year I got my new credit card from Virgin Money, I gave them my FICA docs (copy of ID and place of residence) and I got my new card. A few months ago they called and asked me to submit FICA docs? I asked why as I had given them everything when I got my card in June, no reason FICA demands them and they sent me a number of emails with cut and paste FICA regulations. I understand FICA but didn't understand why I had to submit documents twice in a 3 month window. I asked if the reason was that they had lost my documents, no response, just more cut and paste FICA articles. I asked again if they had lost my documents and I didn't hear from there again, until yesterday when I went to use my Virgin card, which is in credit and it was declined due to not submitting FICA documents.

My question still stands, where are the documents I provided in June when I collected my new card?

This is not what I expected from a company with Richard Branson's name on it?

If they had lost my docs, then they should have said, sorry we have lost your docs, please will you provide new ones.

Company: Virgin Money South Africa
Country: South Africa
City: Johannesburg

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