How long for Citipoints to transfer to Velocity? | Australian Frequent Flyer
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How long for Citipoints to transfer to Velocity?

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nerdag

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Dec 12, 2013
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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
 

deejo77

Active Member
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Feb 5, 2012
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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
 

nerdag

Junior Member
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Dec 12, 2013
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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.
 

lang_13

Member
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May 29, 2013
Messages
249
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.
 

deejo77

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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.
 

zainman

AFF Supporter
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Jan 31, 2012
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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...
 

nerdag

Junior Member
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Dec 12, 2013
Messages
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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
 

deejo77

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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
 

nerdag

Junior Member
Joined
Dec 12, 2013
Messages
30
Thanks for the info - managed to find it buried in the menus.

Keep us posted on how you go.

n
 
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tonkytruck

Junior Member
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Apr 4, 2013
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17
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!
 

deejo77

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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
 

kyle

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Mar 8, 2006
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904
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).
 

tonkytruck

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Apr 4, 2013
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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!
 

nerdag

Junior Member
Joined
Dec 12, 2013
Messages
30
it appears there is a system glitch
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
 

deejo77

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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
 

kyle

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Joined
Mar 8, 2006
Messages
904
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
Hmm... that's interesting. Mine is registered as FIRSTNAME, LASTNAME, MR.

And the points went through automatically.
 

deejo77

Active Member
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Feb 5, 2012
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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.
 

zainman

AFF Supporter
Joined
Jan 31, 2012
Messages
1,441
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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