Velocity account suspended

[Scr77]

Family transfers aren't generally the issue...bogus family pooling is the thing that is more likely to get you suspended.

Are you in the same situation?

I’ve never had a suspension or family pooling. There are just too many reports and uncertainty around why/how far back issues go.

 

[tmdl]

I’ve never had a suspension or family pooling. There are just too many reports and uncertainty around why/how far back issues go.

This makes me very nervous as I have never done anything deliberately against the rules, I have only ever borrowed points to family members and transfers to them via the 'family transfer' function and received the points in return.

I have something like 596k points in my account and multiple flights booked, Im nervous that the bookings could be effected?

 

[bcworld]

BUT why would my account get flagged, because the address is the same or my mobile is listed on the account? we have only done a family transfer but not pooling

Post automatically merged: Apr 30, 2024

Any idea how long this investigation will go for?

You've probably created a bit of a tangled web by doing all this account admin on the same day...no doubt in quick succession, same IP address etc. I believe they tend to give themselves 30 days for this and won't be hurried up.

 

[Rosege]

This makes me very nervous as I have never done anything deliberately against the rules, I have only ever borrowed points to family members and transfers to them via the 'family transfer' function and received the points in return.

I have something like 596k points in my account and multiple flights booked, Im nervous that the bookings could be effected?

I think you did the right thing transferring out. I've never done anything family related with my account.
I transferred points from Singapore then a couple of months later redeemed for a business class one way flight. Then a few days later my account was suspended.
I'm not sure how they think treating their customers like this is good business.
I flew Rex for the first time recently and they were great. They will now be my first choice for domestic where possible.

 

[tmdl]

You've probably created a bit of a tangled web by doing all this account admin on the same day...no doubt in quick succession, same IP address etc. I believe they tend to give themselves 30 days for this and won't be hurried up.

It still throws me as nothing was transferred between the account for months and it was an address change? so odd

 

[tmdl]

In an account suspension, is anyone able to tell me

1. How long the process was for you?
2. The outcome?

I am really hoping my points do not disappear and my account is permanently locked, could this even happen?

*Currently on hold with the Virgin Australia premium team to try and clarify the situation

 

[bob342]

My account was suspended/locked almost 7 weeks ago. I called them and was told to wait 6 weeks and they could not give me any additional information. I had no pressing need to use the account, so I just decided to wait.

I just called them again and was told someone would contact me in 3-5 business days.

I don't understand how an 8 week turn around is acceptable at all. 6 weeks was already excessive, but 8... come on. Pathetic service here.

 

[RAM]

My account was suspended/locked almost 7 weeks ago. I called them and was told to wait 6 weeks and they could not give me any additional information. I had no pressing need to use the account, so I just decided to wait.

I just called them again and was told someone would contact me in 3-5 business days.

I don't understand how an 8 week turn around is acceptable at all. 6 weeks was already excessive, but 8... come on. Pathetic service here.

Find the contact details for the 'Company Secretary' (aka chief legal officier responsible for all regulatory issues) from Corporate switchboard if unable to find elsewhere, ask to be put through & likely you will get someone else in that office. Tell them you have concerns about what is being done, unreasonable delays, appears to be just pushing can down the road etc. Is that part of your formal procedures for client contact? "Wanted to raise it with you before I approach the regulatory authorities as I don't want to cause any fines for Virgin..."

Have all your details/facts dot pointed as concisely as possible and say as little as possible.

Works every time for me.

A number of times the Company Secretary has rung back to thank me for bringing the issue to their notice.