267,000 points lost when transferring points to Krisflyer using 'Transfer Now' button

[MaddyMann]

Has anyone on this forum had the same experience? I tried to transfer 260,000 points to Krisflyer. The transaction timed out. The points disappeared from the Velocity account but never showed up in the Krisflyer account.
It's been 3 days now, hours on the phone, multiple emails, multiple promises about 'getting back to me' which never eventuated and I'm no closer to finding someone who can sort out the problem. Meanwhile, the flights i am trying to book are quickly filling up. Any suggestions on who could help me would be gratefully appreciated

 

[Jet L]

Re: 267,000 points lost when transferring points to Krisflyer using 'Transfer Now' bu

Welcome to AFF!

Having transferred points before I have never had an issue. I would get on the phone and stay on the phone until they sort it out

 

[BacchusMarsh]

Re: 267,000 points lost when transferring points to Krisflyer using 'Transfer Now' bu

Has anyone on this forum had the same experience? I tried to transfer 260,000 points to Krisflyer. The transaction timed out. The points disappeared from the Velocity account but never showed up in the Krisflyer account.
It's been 3 days now, hours on the phone, multiple emails, multiple promises about 'getting back to me' which never eventuated and I'm no closer to finding someone who can sort out the problem. Meanwhile, the flights i am trying to book are quickly filling up. Any suggestions on who could help me would be gratefully appreciated

Yep, happened to me just before Christmas, and took until after New Year to get sorted out. The whole thing left me with even less respect for Velocity, and meant I missed booking a pre-Christmas 2018 flight on SQ.

 

[yohy?!]

Re: 267,000 points lost when transferring points to Krisflyer using 'Transfer Now' bu

i'd be making noise through every possible internal and external channel - get the attention of the social media team, contact VFF chief exec, virgin chief exec etc

seems to be the only way to get anything done sadly, the contact centre are hopeless and just buck pass - you have to make yourself a liability by them not sorting it out quickly.

 

[Denali]

Re: 267,000 points lost when transferring points to Krisflyer using 'Transfer Now' bu

I would be hitting Facebook and Twitter and good luck! Must be very stressful.

 

[Mattg]

Re: 267,000 points lost when transferring points to Krisflyer using 'Transfer Now' bu

I would be hitting Facebook and Twitter and good luck! Must be very stressful.

Wow, that's pretty bad! This kind of glitch simply should not happen.

I agree that contacting them by private message on Facebook or Twitter is probably the way to go. I recently had an issue with Velocity that I brought to their attention via Facebook and, to their credit, Velocity called me back the next day with a resolution to the problem.

 

[MaddyMann]

Re: 267,000 points lost when transferring points to Krisflyer using 'Transfer Now' bu

Thanks everyone, much appreciate the responses. Something must have worked, the points have now reappeared in Velocity. Now I have to decide if I'm brave enough to try to transfer them again

 

[Denali]

Re: 267,000 points lost when transferring points to Krisflyer using 'Transfer Now' bu

Has anyone on this forum had the same experience? I tried to transfer 260,000 points to Krisflyer. The transaction timed out. The points disappeared from the Velocity account but never showed up in the Krisflyer account.
It's been 3 days now, hours on the phone, multiple emails, multiple promises about 'getting back to me' which never eventuated and I'm no closer to finding someone who can sort out the problem. Meanwhile, the flights i am trying to book are quickly filling up. Any suggestions on who could help me would be gratefully appreciated

Now that I know its been resolved, my initial reaction on reading your post:

"They can go missing?"

 

[MaddyMann]

Re: 267,000 points lost when transferring points to Krisflyer using 'Transfer Now' bu

lol that was me all day yesterday