Claim money from your closed account

Why have I been contacted?

We have identified money remaining on a closed account that may belong to you. We are contacting you so we can confirm your details and return the money safely.

How do I know this request is genuine?

A secure online form or paper form should only be completed if you have been contacted by Virgin Money regarding money held on a closed account.

If you are not sure, contact us using official contact details before providing any information.

Why do I need to complete the Customer Payment Request form?

We need a few details from you to confirm your identity, check your entitlement to the money and arrange payment to the correct bank account.

Why can't the money be paid automatically?

We may not have your current payment details, or additional verification may be needed before the money can be released.

What information do I need to provide?

You will need to provide your nominated Australian bank account name, BSB and account number. Depending on your circumstances, we may also ask for personal information, supporting documents or evidence of your authority to act.

If you are claiming on behalf of a company, trust, organisation or deceased estate, we may also ask for information showing your authority to act. In some cases, we may need additional supporting documents before we can return the money. If this applies to you, we’ll contact you directly and explain what we need.

We may send a one-time passcode to access the secure customer payment request form. We will never ask you to read a passcode to one of our team members over the phone or by email. Do not send sensitive information or documents in response to an unexpected email or text message.

How does Virgin Money keep my information and money safe?

Protecting your personal information and money is important to us. Before we return any money, we may perform verification checks to confirm your:

• identity
• entitlement to the money
• ownership of the nominated bank account.

We will never ask for:

• internet banking passwords
• PINs
• payment or fees to release your money.

If you are not sure whether a request is genuine, contact us using official contact details before providing any information.

How will I receive the customer payment request form?

We will send a separate email containing a secure link to the electronic customer payment request form. To access the form, you may be required to enter a one-time passcode sent to the mobile phone number associated with your account.

What happens after I submit the form?

After you submit the form, we'll review the information provided and complete any required verification checks. If we need anything further, we'll contact you directly.

Once verification is complete, we will arrange for the money to be transferred to your nominated account.

What if my email address or mobile number has changed?

Please contact us using the official contact details on our website. We may need to verify your identity before updating your details or issuing a new payment request.

Which account can I nominate?

You need to nominate an account held with another Australian financial institution in the same name as your account with us. We may request supporting documents to confirm the nominated account details before transferring the funds. If you have questions or require additional support, please contact us.

What if the account was held by a company, trust, organisation?

We may require additional information or documents to confirm your authority to act and the entity’s entitlement to the funds. We will contact you if further information is needed.

How will I know the payment has been processed?

We will notify you when the payment has been processed. Please allow time for your financial institution to make the funds available in your account.

What happens if the payment is unsuccessful?

If your payment is unsuccessful, we will notify you and ask you to contact us. For your security, we may need to verify your identity before discussing the payment or arranging the next steps.

How long will it take to receive my money?

Claims may take up to 21 business days to process once all required information and supporting documents have been received. Processing times may vary if further verification or information is needed.