Velocity Points Expired - no warning! [In contravention of T&C's]

[drron]

Yes I have read that thread and a wry smile came over me.Apart from emails from Velocity trying to contact her mrsdrron has received no other emails from Velocity or VA since this thread was started whilst I have been averaging 2 a week.She also accepted the Flybuys offer for 3 months VA gold-she got an email from flybuys saying she was successful but nothing from Velocity.

 

[drron]

Further update.Mrsdrron had an email on Monday 12/12 from Velocity saying they would ring her anywhere if a number was given-we gave them our BKK number and the time in Austral that would get us.
1 week has gone and no contact nor a follow up email.
And just to rub salt into the wound when I checked mrsdrron's account in October the last activity was the loss of points on 1/7/2016.
Checking tonight and there were points from a flight pooled from me on 5/8/16 and those points disappearing on 6/9/16.Seems to me proof we were unaware of the change.
And still no general emails from Velocity for mrsdrron even though a week ago I got my monthly statement-none for her for at least 2 months we have been watching v 2 for me.

 

[drron]

A further update.still no contact from velocity as promised in their email of ~ 5 weeks ago so emailed again.
But since then she has received 2 other emails from VA-one a survey for the flight on 24/11.Today's email is an invitation to do a survey titled-We would like to know what you think!
The QFF interns could run rings around the Velocity professionals.
But since this thread started she has not received any Velocity statement but I get a monthly one.Though not one for January yet.

 

[Jurahn]

But since this thread started she has not received any Velocity statement but I get a monthly one.Though not one for January yet.

I haven't received a Velocity statement for several months now either, I've checked my account, all activity etc is correct and all the relevant boxes are ticked re communications etc, even tried unticking and saving my preferences again, but that doesn't seem to have made any difference. Mr Jurahn has been receiving statements each month though. In fact, now I think of it, i haven't received anything from Velocity at all since all the emails about the link-up with Flybuys in October.

 

[Velocity Frequent Flyer]

Hi drron,
Could you please P.M. me with your and your wife's member number so that we can investigate this for you?
Many thanks,
The Velocity Team

 

[mrs.dr.ron]

Hi drron,
Could you please P.M. me with your and your wife's member number so that we can investigate this for you?
Many thanks,
The Velocity Team

PM sent 11,00am QLD time.

 

[Denali]

The anticipation is killing me! Fingers crossed that common sense will prevail because there are many posters saying they simply do not get auto generated emails (Im one).

 

[Jurahn]

The anticipation is killing me! Fingers crossed that common sense will prevail because there are many posters saying they simply do not get auto generated emails (Im one).

Yes, hopefully it will all finally be sorted out!

I don't seem to receive most of the auto generated emails either, or anything else from Velocity for at least 3 months, despite an active account. I realise now it's been even longer since I received a statement. I've just gone into my account, unticked the e-statement and Velocity update boxes, submitted that and then went back and re-ticked the boxes and submitted the changes again. I'm sure I've tried that before, so probably won't do any good, but will see if I start receiving anything!

 

[drron]

Common sense has prevailed.
But she was warned points would expire very soon as she still did not have any qualifying activity.
We had flown VA MCY-SYD on 24/11 so this was surprising.She was told it wasn't showing up.
So tonight I looked at her account-My flight showed up as having been pooled to her account but nothing in all activities for her flight.
But then I did a search of account from feb to dec last year and there is her flight showing up as having posted.

Another twist.When this blew up I immediately changed the family pooling and have an email confirming that mrsdrron was pooling to my account.But a month later my flight was pooled to her account.
However neither of our accounts say we have opted in for family pooling.
But I also switched my flybuys linkage to my account from hers.But our Velocity accounts have us both linked to my FB account.

 

[trippin_the_rift]

Common sense has prevailed.

ALL of your points have been restored?

 

[trippin_the_rift]

ALL of your points have been restored?

Great to hear about the outcome.

Velocity really ****ed up hard with your case and I'm glad to see someone internally finally took the initiative and exercised common sense.
Did Velocity also provide consideration for your expense in chasing up their continual mistakes, or didn't common sense extend that far?

 

[mrs.dr.ron]

Great to hear about the outcome. .............

Did Velocity also provide consideration for your expense in chasing up their continual mistakes, or didn't common sense extend that far?

No just the points back and an apology.

 

[Buzzard]

Thank heavens it has all been sorted, hopefully to your satisfaction.

 

[Denali]

No just the points back and an apology.

Although I wonder how many people never get to claw them back because they have been so effectively fobbed off by VA.

Great news for you! Thrilled for you and Dr Ron .

 

[Jacques Vert]

Glad to hear you have received good news on this matter.

Well done to the Velocity rep who finally took the initiative to look at the matter with an open mind. However, it should never have gone this far so a huge poo hoo to the useless people who made the initial responses by just trotting out the standard line.

The trouble with these situations is that very few people have the authority to say "YES" but everyone has the authority to say "NO".

 

[Bundy Bear]

Good news,

I would say the usual situation is computer says no, so unless a human actually has the time to sit down and take a look then it will never get looked at.

Thanks to the Velocity Rep on AFF to take a look.

 

[mrs.dr.ron]

Good news,
I would say the usual situation is computer says no, so unless a human actually has the time to sit down and take a look then it will never get looked at. ......

The guy I spoke to I don't think really believed me that I wasn't getting any emails from Virgin. No statement, sales, nada ! I told him that if I had an email saying I was going to lose all my point don't you think I would have done something about it !! He is going to "check that out".

 

[Steady]

The guy I spoke to I don't think really believed me that I wasn't getting any emails from Virgin. No statement, sales, nada ! I told him that if I had an email saying I was going to lose all my point don't you think I would have done something about it !! He is going to "check that out".

I don't ever get emails from them either

 

[hummel]

The guy I spoke to I don't think really believed me that I wasn't getting any emails from Virgin. No statement, sales, nada ! I told him that if I had an email saying I was going to lose all my point don't you think I would have done something about it !! He is going to "check that out".

VA have never believed me when I've told them I don't get any emails either, or the fact their website/IT issues drive customers away - It has always baffled me.

 

[drron]

The rep also told mrsdrron that he knew her husband had been creating a bit of a stir.Who me?:shock:
I also am aware that a couple of AFFers did put in a word and thanks for that.

We are both just happy that things have been resolved.I would have just spent that extra time on something else on AFF instead.

But they do have to sort out their website.There is an obvious email problem from the reports here.Also the problems I reported last night with our accounts-my flight in November family pooled to mrsdrron even though I got email confirmation that I had changed that.Plus both of our accounts state we at present do not have active family pooling.
On top of that looking at all activities on mrsdrron's account her 24/11 flight doesn't show up.But search 2016 by month and it does.

PS-again if you think an action is wrong don't accept an answer until you get what you want or some definitive explanation is given.