Rant about bad Velocity customer service

[polishedarrow]

sorry but this is a rant feel free to close this but I am really fustrated with Velocity customer service, they just cant seem to do anything but read off a chart, with no ability to comprehend the issue.

I had status credits expiring which I wanted to use to qualify me for status upgrade, took a family flight a month ago with pooling which should have made me gold, with returns pushing me to plat, with next years full flying schedule over and above.

I explained the situation to customer service atleast 6 times, sent in scans of eticket and stubs, which was hard to do when we already full swing in vacation, still nothing!Keep in mind I had explained we woukd be returnjng and wanted to utilise lounge access and bonus points on return flight, and that our previous experience with retro claims took over 9 months! I was assured this would not happen again and it would be done quickly......whatever Velocity, we board our flights tomorrow with no status change, no lounge passes, no bonus points and an ugly taste that my loyalty to you does not equate in your loyalty to me, or even honouring your word, and do what you said you would do!

 

[Kefci2000]

When does your card expire?? You have one month post expiry to use card.

 

[markis10]

A call today would be in order, as would a PM to Velocity Rewards, maybe even a ping on Facebook and/or twitter??

 

[polishedarrow]

thanks guys, card is still valid it was more that I have no status but would have, had the points accrued properly...its just disappointing the cs can be so ineffective, particularly when they continualky reiterate, "you must earn the staus credits" but miss my pleas that the flights were taken one month ago and we are returning.....a long wait in both abu dhabi and sydney for us where lounge access would have been a pleasant respite after 4 days of flying home

 

[Stone]

thanks guys, card is still valid it was more that I have no status but would have, had the points accrued properly...its just disappointing the cs can be so ineffective, particularly when they continualky reiterate, "you must earn the staus credits" but miss my pleas that the flights were taken one month ago and we are returning.....a long wait in both abu dhabi and sydney for us where lounge access would have been a pleasant respite after 4 days of flying home

Don't worry, it will get better. Your return flights will post correctly giving you Gold status. Then, your retro claim will finally process. However, because the earn date of the retro claim was prior to your Gold qualification, they won't count towards requalifying for the next year.

You will spend extended periods of time on the phone to the call centre trying to explain how unfair this is, but they won't be able to do anything about it due to the Terms and Conditions of the scheme. The way they explained it to me was that it would be unfair to other members if they made an exception for me. Then you can rant all over again.

 

[drewbles]

Definitely try Twitter or if you're not down with that, send a private message to the VA rep here. They're very good at helping (still, the issue remains why their regular channels aren't helping you which is indeed poor).