Have been a customer of the One Account (formerly Virgin One) for over 22 years, but since RBS moved it to their digital banking service it has been a disaster.

I reported a lost debit card over a month ago. The replacement card arrived a week later but the new PIN has never arrived. I have tried requesting it via the online banking channel.... still hasn't arrived. I have called the helpline and requested it again.... still hasn't arrived. The helpline helpfully told me I should use the mobile app to view the PIN. But I already use the mobile app for my everyday current account which very unhelpfully has a different customer number so I can't use it for the One Account.

In desperation I deleted the mobile app from my phone and re-installed it with the security details for my one account customer number. Great..... but it still won't tell me what the PIN is for the replacement card "we're almost there, we need to run a few more checks before we can show you your PIN. Please try again later."
So that doesn't work.
SO for a month now, I have been unable to use the One account for any shopping, purchases or to make new payments. This is getting desperate. No-one on helpline seems to be able to do anything other than request the PIN is sent again..... but I simply don't believe that it has now been lost in the post 3 times! clearly there is something wrong and its not getting fixed. Who is responsible for this?