How long for Citipoints to transfer to Velocity?

Discussion in 'CitiBank Rewards Program' started by nerdag, May 10, 2014.

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  1. nerdag

    nerdag Junior Member

    Dec 12, 2013
    30
    3
    As per thread title, does anybody know how long it should take for Citirewards points to be transferred to a Velocity account?

    I'm trying to take advantage of the Velocity 10% bonus promotion and transferred points a week ago, and nothing has shown up in the Velocity account.

    Should I be enquiring with Citibank customer service, or wait a little longer?

    Ta,

    n
     

  2. deejo77

    deejo77 Active Member

    Feb 5, 2012
    896
    220
    brisbane
    Cross thread posting

    I just asked same question in the 10% thread. I transferred over 90K reward points fo 60K velocity on 3 May and I haven't seen any of them. Was this your first transfer? it was mine and I think it may have something to do with my hyphen name (which velocity is one of the few FF programs who actually use my correct legal spelling). I am thinking of calling but I know the rep of the call centre is such that I really don't want too
     
  3. nerdag

    nerdag Junior Member

    Dec 12, 2013
    30
    3
    Yes, first. There should be no name confusion for me. I will give it a few more days before calling Citibank CS and putting up with their call centre.
     
    • Like Like x 1
  4. lang_13

    lang_13 Member

    May 29, 2013
    247
    24
    Sydney/Melbourne
    Twitter:
    Hi

    I would have a look in the citibank online banking site. My initial redemption was shown as 'rejected'. I had to call them to fix it up (due to a name issue they said) and get the points credited back (which took about a day). All in all they handled it better than i was expecting.

    Once the points were back it took about 2 days to credit to velocity on my second attempt.
     
  5. vantage03

    vantage03 Member

    May 16, 2012
    383
    119
    London | Sydney
    Flight Map:
    View my flight map
    Citi to both VA and SQ has only ever taken maximum 48 hours for me.
     
  6. deejo77

    deejo77 Active Member

    Feb 5, 2012
    896
    220
    brisbane
    Nope still coming up as active

    citibank velocity.jpg
     
  7. deejo77

    deejo77 Active Member

    Feb 5, 2012
    896
    220
    brisbane
    Ok - so I hit the panic button as per the reply in the other thread

    CSO Annabell checked it and it looks fine and not to worry (Got this noted on my file) - so i am really worried now. She said she will call me back at end of week if it has not gone through. So the wait begins.
     
  8. zainman

    zainman Established Member

    Jan 31, 2012
    1,441
    303
    MEL & KHI
    I did my first transfer last week Wednesday and when the points didn't show up I called them on Friday and was told that the transaction was "rejected". The agent could not work out why as she double checked my velocity number and it was correct. She then processed the points back to my account and I've transferred them again but it still says "active".

    My Partner's account has previously only taken a maximum of 48 hours to hit velocity so unsure as to what happened...
     
  9. nerdag

    nerdag Junior Member

    Dec 12, 2013
    30
    3
    I can't access the part of the online banking portal that allows you to see past Rewards Claims - which menus does one go through to access it?

    I have just spoken to Citibank CS - the fellow I spoke to is telling me that both claims we made (my card and partner's card) are showing up as 'rejected' by Virgin, however, the claim is still 'Active' as the mandatory 7-28 working day transfer period has not yet elapsed. He has put it through to their "back office" to investigate, but this will take at least 5 days. He refused to transfer the points back to the respective accounts until the "back office' has finished their investigation.

    Has this happened to anybody else before?

    I will be mightily annoyed if I miss the 10% bonus (or lose the points altogether) as we have a few flights coming up that we need to arrange, and the bonus points would be handy for an upgrade.

    n
     
  10. deejo77

    deejo77 Active Member

    Feb 5, 2012
    896
    220
    brisbane
    See my CSO couldn't even tell me it was "rejected" and it is still showing as "active" in my account.....I will play the game and ring again tomorrow.

    On Citibank online - go to reward points balance - visit rewards - credit card rewards - redemption activity
     
  11. nerdag

    nerdag Junior Member

    Dec 12, 2013
    30
    3
    #11 nerdag, May 12, 2014
    Last edited: May 12, 2014
    Thanks for the info - managed to find it buried in the menus.

    Keep us posted on how you go.

    n
     
  12. tonkytruck

    tonkytruck Junior Member

    Apr 4, 2013
    17
    3
    I've had the same issue with my transfer being rejected from 03/05. Done 4 times previously with no issue. Just rang Citibank then and she advised there should be no issue and it appears there is a system glitch. I've lost the 15k points but not hit Velocity at all.

    She said she would call me back within 24 hours as she was going to push through manually for me. Here's hoping!
     
  13. deejo77

    deejo77 Active Member

    Feb 5, 2012
    896
    220
    brisbane
    I just wish mine would come up as rejected or someone would admit there is an issue.......checking everyday is annoying....thinking of shifting another 15K to try and push a rejecting/acceptance through
     
  14. kyle

    kyle Active Member

    Mar 8, 2006
    838
    91
    MEL
    I did a transfer on the night of 11 May and the points and the 10% bonus came through just after lunch today (13 May).
     
  15. tonkytruck

    tonkytruck Junior Member

    Apr 4, 2013
    17
    3
    Very surprisingly for Citibank not only did I get a follow up call (and on time!) but the points had already transferred across in full with the bonus 10%. If only Citibank could manage that every time!
     
  16. nerdag

    nerdag Junior Member

    Dec 12, 2013
    30
    3
    I've also received a return phone call from Citibank regarding the points (within 24 as well), and have been given an explanation as to why the points got knocked back. It is do with the way names are recorded on the system against your Velocity account. The claims are rejected if there is any mismatch on the automated system.

    Citibank ask for you to register your name and Velocity number. There is only one field for the name. Most people enter their name as: FIRSTNAME LASTNAME.

    The computer apparently rejects this, because it thinks that your surname is "FIRSTNAME LASTNAME", not "LASTNAME". The way Citibank have recorded my name is now: LASTNAME, FIRSTNAME, MR

    This is in keeping with the way airlines record your name on the passenger manifest.

    Recording it this way will mean that there is no problem for future transfers as well.

    The customer service officer is manually putting through the points, so I will keep an eye on what happens and feed back when it happens.

    n
     
  17. deejo77

    deejo77 Active Member

    Feb 5, 2012
    896
    220
    brisbane
    I will be on the phone again tomorrow.............I am going to hold out until someone knows what they are talking about talks to me
     
  18. kyle

    kyle Active Member

    Mar 8, 2006
    838
    91
    MEL
    Hmm... that's interesting. Mine is registered as FIRSTNAME, LASTNAME, MR.

    And the points went through automatically.
     
  19. deejo77

    deejo77 Active Member

    Feb 5, 2012
    896
    220
    brisbane
    Banging head against a brick wall..........asked for supervisor and still held the line - will not investigate until 14 days have passed. Tony however did note it on my file and agreed citibank will consider "compensation" if the cut off for the 10% bonus is missed due to not escalating the matter when I first, second and third time raised it.
     
  20. zainman

    zainman Established Member

    Jan 31, 2012
    1,441
    303
    MEL & KHI
    My second attempt at transferring points has also been "rejected". Contemplating what to do now.. Should it really be this hard??

    I'll try putting in my name as above, SURNAME, FIRSTNAME, MR.
     
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