The Virgin One Account Mortgage www.oneaccount.com

Virgin One decide our personal accounts are to close down - but aren’t signed up to the Switch service, so customers have to transfer all DD and standing orders themselves. In the meantime they also thought it would be a good idea to change our debit cards to a new one! The very least RBS could’ve done was offered to switch those customers who wanted to over to an RBS account! Instead they’ve offered no help, no compensation , absolutely nothing. Shameful!

Used to be good but now they obviously want to get rid of the customers. Ridiculous low level of 1,000 for payments, reduced support hours even for online its now an expensive phone line and only old fashioned 9-5 banking hours and it keeps locking you out of the account to then have to phone them to reset even though the login is correct. Complete lack of customer service and RBS should be ashamed of themselves would never bank with them.

We have been with them for years and, recently ported the mortgage to a new property. When my wife tried to pay for the weekly shop, there were more hoops to jump through than an army dog on a display performance. Because she couldn’t immediately recall whether she had used the card in the past couple of days, they refused to honour the payment and, put a stop on her debit card. They have also put a stop on mine, even though I have not failed any security check. They have refused to remove the stop or issue new cards and are insisting we go in to a branch. Initially, they refused to register a complaint until we have been in to the branch until I advised them this would be a breach of FCA rules. Of course, there is no stop on the credit cards associated with the account so, we can go on a spending spree with money we might not have but, cannot use the cards where we have to have money in the account in order to do so. Not quite sure there is much logic to this. Going in to a branch is not convenient so, we cannot access our money until they have handled the complaint or, we have re-mortgaged, whichever is quicker.

I would avoid them at all costs.

Used to be excellent but last couple years service has got worse

No one answers phone and I can spend ages trying to make a payment to someone

Probably the single most prudent decision I've ever made, to use the One Account for my (long paid off) mortgage needs.

The basis of operation suited my earning/spending world view perfectly (as far as borrowing can realistically go). This account is not for everyone. If you are a tightwad in general, this account is perfect!

Sadly, it all comes to an end now. I have been notified that my account is to be closed end of term 2019. New arrangement to be sought.

Have been with them since they launched as 'virgin one accout'. 24/7 service - gone. Exact link to base rate - gone. Ability to make single transactions up to £10k - gone: now £1,000 maximum so if you want to transfer £10k you need to do £1k ten times!

Today and for last few days website is down. No information provided to clients. Staff have no info on when it will work again. Whilst all other major accounts have a smartphone app, One Account does not.

My guess is that RBS no longer want this business and are failing to support it until business all walks. We will shortly

Expensive rate, disapointing service it is better to avoid.. Go to a normal bank ...

We originally took out our One Account in 2000 to address a projected shortfall in an endowment policy value, and it proved to be one of the most astute decisions we have made.

The account has just been closed with the mortgage paid off before time, and without the need to use any of the endowment proceeds!

Along the way, we have had the flexibility to use the account to part-fund university for two sons, and to help fund their early cars. We have also been able to book holidays or carry out home improvements safe in the knowledge that funds would be available.

Changing the borrowing limit, and therefore the interest rate, was as simple as making a phone call, and the call centre staff were always available and extremely helpful, speaking impeccable English.

As a current account the process worked well, with the online banking providing all we ever needed.

For those who have difficulty in managing their funds, this is not a form I would recommend, but for those who can apply the discipline needed to manage several accounts (mortgage, savings, loans, current) within a single account, this is highly recommended.

I've been with the One Account just shy of 10 years, and I have to say I've not had a single issue with them. The customer services can actually speak English, they are always helpful and have not had a single reason to complain.

My advice to anybody is, if you're disciplined enough to know you have to pay your mortgage off, but just now and then need the flexibility (i.e. you have some tough months or even tough times), then go with an offset mortgage and I don't think you can go wrong with the One Account.

I think I will clear my mortage in the next 2 to 3 years, and is some 7 years earlier than the lenght of time I originally estimated. Bottom line is I think as long as you're not stupid you can clear your mortgage a lot quicker with an offset.

We took out an RBS One Account mortgage in 2006 and can safely say it has turned out to be one of the best decisions we have ever made. The idea of having an agreed mortgage limit with the ability to overpay and withdraw at will has been invaluable. The customer services are second to none and, though the mortgage rate may not be the lowest on the market, it represents real value for money when you look at the flexibility it affords. I am happy to recommend this product to my friends.