Double delight Virgin Credit Card promotion

[Zanzara]

Received this promotion in my inbox in November and activated it straightaway. The 'bonus' points were supposed to be awarded by 16 Feb.

I've chased Virgin Money (which is really Citibank) and they say they are 'investigating' as none have been posted. They also said that the issue has been 'escalated.'

In my last conversation, which always seems to end up in a Service Centre somewhere in Phillipines, they said that they were having 'problems with the promotion' and 'should' be awarded by the end of April. However they weren't that convincing AT ALL!

Just wanted AFF to be alert to dodgeY promotions which Citibank seem to promise but fail to deliver on and also ask for any suggested advise. I don't want to have to complain to Virgin Money, ACCC, Banking ombudsman or whoever, but can see that it won't otherwise get sorted anytime soon. It's probably just me that finds these promotions annoying when they don't deliver what they've promised.

 

[rtlambert]

Good to know I am not alone - I have been chasing them for the exact same promotion. Keep getting "there are issues with the system and IT are working on it"

I hope they get their act together soon as I moved all my purchases over to them for that month to get the bonus points.

 

[Zanzara]

Thanks. Makes me feel a bit better too! They have offered 2000 points goodwill whilst they investigate... I even had to chase them about that. They haven't been transferred to my Velocity account yet. I think Citibank should be called (sh***tybank!) Hope they offered you the compensation points too...

 

[Willsmere]

Following with interest. I've had a 5 times point promotion email for Feb,March and April!, un capped. I can see a few phone calls coming up. I too shifted my spending the last 3 months with some large purchases.

 

[kyle]

I've got a Citibank spend $3000 and get $100 e-giftcard promotion. The 10 week wait is up very soon... Hope I don't have to chase up.

 

[BillytheFIsh]

I would recommend using the online messaging system rather than wasting your time with the call centres when you have to chase up the bonus points from these types of promotions.

It might take a few messages to get them to understand the issue, but they do seem to get there in the end when they have time to look into it, rather than someone who has no idea being put on the spot on the phone.

 

[Zanzara]

Hi there. Got an update from Virgin Money (which is really Citibank, aka as S***ty bank) today. They advised me again that a lot of people have been affected by this Virgin Money High flyer Visa card promotion and that they still are 'working on' a solution. Funny, that's what they told me over 2 months ago. The promotion ended on 17 December 2018 and we are now in May 2019.

Frankly, a bank the size of Citibank should have conducted checks to ensure that they have the technical ability to fulfil their own terms of the offer before completing marketing. I have emailed, via their secure e-mail link on my a/c) and also called Virgin Money (Citibank). They do follow-up, but seem un-empowered and fob you off each time.

I've lost patience and lodged a complaint with the ACCC.

 

[oz_mark]

I've lost patience and lodged a complaint with the ACCC.

I would have thought you'd be better of lodging a complaint with AFCA.

 

[Zanzara]

Perhaps, but the ACCC is currently focussing on loyalty programs. According to the ACCC Feb 2019:-

"Customer loyalty schemes will be another new priority, with the ACCC closely examining the use of any … These schemes include those in the airline, retail and hospitality sectors. “

 

[oz_mark]

Perhaps, but the ACCC is currently focussing on loyalty programs. According to the ACCC Feb 2019:-

But AfCA do take on individual cases - the ACCC at best will just record it

 

[ward_FF]

Following with interest. I've had a 5 times point promotion email for Feb,March and April!, un capped. I can see a few phone calls coming up. I too shifted my spending the last 3 months with some large purchases.

How do you know you have received the bonus or not.... Does it come up as a seperate bonus or is it a total amount as per the usual velocity points show via Virgin Money.....?

I saw on my account 3 years ago it was separate... so not too sure now....

 

[Zanzara]

Hi there. Some good news. Citibank investigated, spending, activation etc etc and although they haven't resolved their technical issues, 'as a gesture of goodwill' they have awarded double points. It was a hassle dealing with them and it shouldn't be necessary to chase, but at least it's a good outcome. I didn't need to involve the AfCA in the end but thanks oz-mark for the advise. I appreciate it.

 

[clipped_wings]

Glad you had a happy ending, although happy is probably not how you would describe your experience. It's an ending at least. Doesn't it take the lustre off a "bonus" when you have to fight tooth and nail to get it?

AMEX has been the complete opposite of this. They awarded 118k points from early April so quickly, I transferred them to Velocity before the latest 20% transfer promo became common knowledge.

Woe is me.

 

[Willsmere]

How do you know you have received the bonus or not.... Does it come up as a seperate bonus or is it a total amount as per the usual velocity points show via Virgin Money.....?

I saw on my account 3 years ago it was separate... so not too sure now....

Fairly obvious as I had a 5 times point bonus, I check my balance and keep tabs on this stuff regularly, so if I spent 10k one month during the bonus its obvious that I'm down the 40,000 bonus points for that month.

 

[rtlambert]

I finally got my bonus points. Posted on Friday, along with my standard points from last month’s spend.

 

[ward_FF]

I finally got my bonus points. Posted on Friday, along with my standard points from last month’s spend.

did it show up separately on your velocity account....?

 

[RisingPhoenix]

did it show up separately on your velocity account....?

My February Bonus points have showed up in my online account summary as below. I assume they'll sweep across automatically when I get my next statement in a couple of weeks. Can let you know then if they show as bonus or normal.

 

[Willsmere]

Still nothing here even from February. Emailed firstly, got reply will be passed to relevant area. Hadnt heard so rang yesterday, they yes we are aware there was an issue and they will be paid on the 15th of May, me... umm its now the 21st, reply was , we are sorry its noted and it will be happening. Hopeless.