How long for Citipoints to transfer to Velocity?

[quokka77]

Were these (rejected / failed) transfers performed by a citibank operator, or by you (via the app or website)?

 

[zainman]

Were these (rejected / failed) transfers performed by a citibank operator, or by you (via the app or website)?

Both were performed by me. The second one after the Citibank agent fixed the way my name should have been in the registration process.

Spoke to them again yesterday when I couldn't see my CC account after logging in to internet banking! Was told that the card has been cancelled as I had requested a changeover to the EK Platinum card. When I asked about my 240,000 Citipoints the agent informed me that these would be forfeited. LMAO. Told him to consult with his "back office" as I had requested them to be transferred out twice but it had been rejected twice by Velocity. After being put on hold for a while, the agent returns with "good news" that the points won't be forfeited and they will wait till they come back to the account and he will attempt a manual transfer. He promised to call me back on Monday to give me an update.. As long as I get them into velocity within May I'll be happy. Don't want to miss the 10% bonus.

 

[jlien]

Just transferred 30k citi points yesterday, will see how long it takes to credit.

 

[deejo77]

Still showing as active..........so is the gift card i got three days ago..........given up on calling them........so pushed through another 30K of points this morning......will see if anything happens to it....wanted to mainly use this card for Krisflyer points but thinking the pain is not worth the gain.

 

[hummel]

Transferred yesterday...In there tonight.

 

[deejo77]

no phone call from the manager "tony" as promised ....... 90K and 30K still missing in action..... on the phone again have a new manager "rusty" looking into it (third or fourth time to explain)......told her I refuse to get off the phone until action is instigated to determine where my points are..... she rang the "rewards area" and they confirm there is some system glitch......no time frame as to when it will be fixed..... I will be calling again next week

 

[nerdag]

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.

Hmmm, 3 days later, not a single point in either Velocity account, and no record of any new or repeated transactions in my Citibank rewards balance.

Back on the phone I go.

n

 

[deejo77]

Super excited.....my 30K points has a rejected status...........just rang - no reason why it has been rejected and now an email has been sent to "tony" and "rusty" to chase these points up when they chase the 90K. I know it feels like progress....but I know its not!!!!

 

[hummel]

Super excited.....my 30K points has a rejected status...........just rang - no reason why it has been rejected and now an email has been sent to "tony" and "rusty" to chase these points up when they chase the 90K. I know it feels like progress....but I know its not!!!!

Have you transfered before? Finding it strange it's taking this much effort!

 

[deejo77]

Have you transfered before? Finding it strange it's taking this much effort!

Nope first time - only got the card in January - after the first success I hope its like riding a bike and goes smooth from then on but then again I have heard that people have had a successful transfer and then get rejected

 

[fkcn]

Same problem with me - my attempted transfer of points was rejected, but had to contact them to find out where points had gone. Told by Citibank that surname didn't match and to contact Velocity. Thought this was likely to be incorrect and a further waste of time - it was, Velocity confirmed name match and no record of attempted transfer. Now back with Citibank who seem to have no idea how to resolve problem. By contrast, Amex transfer complete within 48hrs!

 

[deejo77]

Communication is very lacking on Citibanks side

I decided they must be missing my voice and have again rang today - Complaints direct phone number if anyone needs it is 02 8225 0615

Ran through the issues once again - advised I need a reference number for the FOS as I have typed up my complaint and will be sending this off today. This seems to have motivated them a little.

Hanha (complaints officer) has confirmed Citibank appears to have a problem transfering to Velocity at the present time as she has received multiple calls about it this week. Currently on hold but not expecting an outcome on my missing 120K.

**have been advised not to transfer any points to Velocity until they have sorted out the issue. Explained that if my points are not transfered by the cut off and receive the bonus of 10% i will be seeking compensation - Hanha advised this has already been noted by Tony on 14 May telephone call. Hanha is hopeful of calling me back today however I will not be holding my breath for this. Good to know my fee free card is practically useless to me during promotion deals like this.

 

[jlien]

Just transferred 30k citi points yesterday, will see how long it takes to credit.

Still haven't received my points.

Guess i'll have to call them today.

 

[deejo77]

Did receive a phone call from Hahna in the complaints area - she has recredited my 120K points

She advised...........now wait for it.........are you ready..........it is a NAME mismatch - OH DUH - I think I might of explained that this would be their excuse.

Anyway she provided me an email address and asked for a copy of my velocity account/card

Emailed it off this morning and received a call back at approximately 1pm - it is now sorted and they are transfering the points though to velocity tonight and should be in the account on Monday.

If you have something similar occur with multiple calls ect you may wish to request compensation for the time and effort - they appear to be open on this.

 

[zainman]

Did receive a phone call from Hahna in the complaints area - she has recredited my 120K points

She advised...........now wait for it.........are you ready..........it is a NAME mismatch - OH DUH - I think I might of explained that this would be their excuse.

Anyway she provided me an email address and asked for a copy of my velocity account/card

Emailed it off this morning and received a call back at approximately 1pm - it is now sorted and they are transfering the points though to velocity tonight and should be in the account on Monday.

If you have something similar occur with multiple calls ect you may wish to request compensation for the time and effort - they appear to be open on this.

it is unclear if you got any compensation?

 

[deejo77]

it is unclear if you got any compensation?

I mentioned it for a reason.......so yes

 

[zainman]

I mentioned it for a reason.......so yes

Care to share what was offered and whether it was negotiated then? What did you end up accepting?

Some details would be useful for the rest of us including myself as a bench mark as to what we can expect as reasonable compensation. I too have been trying to get 120k velocity points across without the 10% bonus that is currently on...

 

[burmans]

My transfer took 24 hours so news not all bad!

 

[jlien]

Called up citi, sure enough rejected due to incorrect name, apparently I had mistakenly put my full name into the surname field when registering my velocity account on the citi rewards.

I immediately called shenanigans on that, the account registration screen only asks for the membership number & name. There's no seperate box for first or surname.

Either their online form is cough, or the person who then registered the accounts on the backend is too incompetent to break up a first name from a surname when registering.

Either way, lesson learnt is not to bother with their online form and call them up to ensure that they do it properly.

 

[deejo77]

Well checked my citibank points -they landed in velocity today so good turn around (20 days LOL - but 24hrs from second transfer)

Zainman - I asked for notes to be added to my file when I spoke to Tony (about 4th call) - explained I would be seeking it if the points did not transfer over to velocity and that I would be disadvantaged by missing 10% bonus and 10% reduction in reward booking (the booking was gone by 17th so I missed it anyway). I raised it again at each of the complaint points of contact but did not have to raise it on the last phone call - after transferring the points she said she had escalated my request for compensation and made an offer - I was happy with it so took it - I know it could have been more if I pushed back but all I wanted was the points to velocity and they are now there. As a guide I would be looking at min 15% of the points you are transferring to be deposited into your citibank rewards balance.