Can you explain " escalated to operations team" please

[lissthree]

Hoping you can help.

All five members of my family (2A, 3C) who are velocity members signed up to my digital postbox between 4the June and 4th July to take advantage of the 1000point sign up bonus on offer. My hsb and I have been credited the bonus points but the kids haven't. Points were supposed to be credited within 3 business days of signing up. I gave it 3 wks for points to show up but nothing.

i rang on 24th July on behalf of my 17yr old daughter who was sitting beside me at the time and was told that it would take 4-6 wks to sort out but when I rang back later that when the boys were home, and they realised for that I had two members affected, they said they would " escalate it to the operations team" and they would call me back in 3-5 DAYS.

its now sept 4 and I ring back today and I'm told it's still in the "escalation process" and being looked at by the team . (If this is the escalation process, just exactly how long is the "normal" process?? !!!)

the person today then said rather than keep me on hold, they would take my number and go talk to their supervisor and call me back. That was 3 1/2 hrs ago...still waiting for that call

Any idea why this is such a complicated issue?

 

[Denali]

For the kids, what email address do they have for their Velocity accounts? I ask because on a earlier Aussie Post/points thread, there was mention of email addresses having to be unique to match up with the V account numbers.

 

[williamsf1]

Hoping you can help.

All five members of my family (2A, 3C) who are velocity members signed up to my digital postbox between 4the June and 4th July to take advantage of the 1000point sign up bonus on offer. My hsb and I have been credited the bonus points but the kids haven't. Points were supposed to be credited within 3 business days of signing up. I gave it 3 wks for points to show up but nothing.

i rang on 24th July on behalf of my 17yr old daughter who was sitting beside me at the time and was told that it would take 4-6 wks to sort out but when I rang back later that when the boys were home, and they realised for that I had two members affected, they said they would " escalate it to the operations team" and they would call me back in 3-5 DAYS.

its now sept 4 and I ring back today and I'm told it's still in the "escalation process" and being looked at by the team . (If this is the escalation process, just exactly how long is the "normal" process?? !!!)

the person today then said rather than keep me on hold, they would take my number and go talk to their supervisor and call me back. That was 3 1/2 hrs ago...still waiting for that call 

Any idea why this is such a complicated issue?

Do the kids all have a different email address ?

 

[Velocity Frequent Flyer]

Hi lissthree,
Could you please send me a PM with the details of your children's first & last names and Velocity membership numbers so that I can get this investigated for you?

 

[BAM1748]

Ah yes, Virgin doesn't like to rush into things. I think their idea of escalate is escalator, it just goes around in a loop. Haven't flown them for several years, gave up when I was assured I would be called back and I made a point of saying if it's not sorted I'm not using you. I don't recommend that tactic if you have no choice in flying them.

Matt

 

[Captain Halliday]

Ah yes, Virgin doesn't like to rush into things. I think their idea of escalate is escalator, it just goes around in a loop. Haven't flown them for several years, gave up when I was assured I would be called back and I made a point of saying if it's not sorted I'm not using you. I don't recommend that tactic if you have no choice in flying them.

Matt

It's great you have the luxury of choice. Credit to you for sticking to your word BAM.

 

[lissthree]

Thanks for the offer of assistance. I got a call from last Thursday late afternoon saying they would be crediting them within 24-48hrs but as of now Wed morning, still not there. And yes, they each have their own individual email addresses with V which is the same email address they signed up with my digital post box with !! That was ruled out as a possible problem way back on July 25.

And if I can figure out how to send a PM to you VFF on this site I will first time for everything !! Lol. Going to try now