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?
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?