Velocity 20% bonus points on transfers offer - November 2023 to January 2024

So, I called and was told I needed to be patient as they've not processed all the bonus points. I pointed out that 29th Feb was the date for this to occur and was put on hold. Then told to wait another "two or three days". 🤔
 
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BriarFlyer said:
Same, and I note that the transfer date is 29/1 rather than today. I do recall now that the Amplify agent said I'd receive the bonus pts by 29/2 as per the conditions. So I guess they'll sort it.
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Are you in the same situation as me, @BriarFlyer, having received no bonus on the delayed final transfer(s)? Or did you get your remaining bonus?
 
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Excuse the ignorance, but how did you follow up with virgin for this?
Like others, my bonus points haven’t arrived yet. As far as I can see, the only contact method concerning velocity points is to call them? I don’t mind picking up the phone but email/live chat is so much easier so I don’t have to wait on hold forever.
 
Rayesfeg said:
Excuse the ignorance, but how did you follow up with virgin for this?
Like others, my bonus points haven’t arrived yet. As far as I can see, the only contact method concerning velocity points is to call them? I don’t mind picking up the phone but email/live chat is so much easier so I don’t have to wait on hold forever.
Click to expand...
I called (twice, so far.) And after yesterday's follow up to my previous call, I received a survey today. As my survey responses indicated dissatisfaction, I've been promised a call within the next 5 days. Let's see if that happens!
 
Rayesfeg said:
Excuse the ignorance, but how did you follow up with virgin for this?
Like others, my bonus points haven’t arrived yet. As far as I can see, the only contact method concerning velocity points is to call them? I don’t mind picking up the phone but email/live chat is so much easier so I don’t have to wait on hold forever.
Click to expand...
I emailed them, email depends on your status. But I guess any would work.

[email protected]
[email protected]
[email protected]
[email protected]
 
My issue: my last transfer from Amplify was on 29/1. Pts appears on my activity statement: Activity Date 29/1, Process Date 9/2. I received bonus pts for my other transfers but not this (significant) one.

The FAQs of this offer clearly state that if the transfer is instigated prior to 31/1 but pts don't arrive until afterwards, you are still eligible for the bonus.

I've called several times. I've emailed ... and received a response (eventually) which basically says that my issue had been dealt with during one of those phone calls and therefore my case is closed. Of course, it hasn't been dealt with. I don't know what to try next. Any thoughts on how to be heard?

@twiningb Have you had any success?
 
I sent off an email a week or so ago. The customer service rep escalated it to the points team, and today they emailed back saying they received an update and that the points were already credited. I checked my account and the bonus points were there and dated 29 Feb.

I swear they weren't there beforehand - so not sure if I didn't check properly or my email prompted them to credit me the points and for some reason they backdated them.
 
Rayesfeg said:
I swear they weren't there beforehand
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Was that on the app? Sometimes I find that points which have just newly posted seem to disappear momentarily on the app after scrolling down but will then reappear after scrolling back up...
 
twiningb said:
@BriarFlyer I have now emailed Velocity's Platinum desk. I will advise if/when I get any response.
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They replied about a day later saying it had been referred to the relevant team.

I have had no further correspondence but today 2750 points were credited with narrative NOVAUTOBNS, which might be related?

That number is more than the shortfall I was due, which was 650. It would be 2150 if they gave me another 20% on top of all my Feb transfers, including the ones that arrived on time and previously got the bonus so this is slightly more than that again.

I'll probably just accept this while I'm ahead.

I emailed the Platinum desk, so I guess use the standard Velocity email for your status level?
 

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