Velocity Accounts Closed?

[_TheTraveller_]

Hey guys. A couple months back my father and my brother flew on SQ from HKG-SIN-SYD. Since we all lived at the same address I decided that I would just transfer their points to me since they don't fly that much. I ended up retroactively claimed the points and transferred them to me.

Since my father is headed back to HKG, I decided to check his Velocity account. Lo and behold.. my fathers account was 'inactive' then I checked my brothers.. exactly the same issue. I (my fathers English isn't that great) called Velocity all they said was that they'll escalate it. When I questioned them as to why this has happened, they couldn't even tell me to say that 'they weren't allowed' and 'someone higher up will be discussing it with you'.

My best explanation for this would be that they thought they were fraudulent accounts... In this case why didn't they lock mine then? Any ideas?

 

[mooingchicken]

I would assume it probably happened while SQ was giving away 5000k points to new accounts, people were signing up and transferring to VA. They started locking accounts and canceling points if they thought they were taking advantage of the system. your account(s) probably got caught up in this.

 

[roby]

It may have something to do with family transfer as they need to see proof that the points transferred from were indeed owned by a family member. I have been audited in the past for that reason. When they froze my account, they didn't deal with it for 2 months. They are the Velocity team which is separate from all customer services, call centre and even Guest Relations. You cannot talk to them and the call centre will not put you through. The only way perhaps is call the VA headquarters and ask to be transferred to the Velocity team. Good luck.

 

[_TheTraveller_]

It may have something to do with family transfer as they need to see proof that the points transferred from were indeed owned by a family member. I have been audited in the past for that reason. When they froze my account, they didn't deal with it for 2 months. They are the Velocity team which is separate from all customer services, call centre and even Guest Relations. You cannot talk to them and the call centre will not put you through. The only way perhaps is call the VA headquarters and ask to be transferred to the Velocity team. Good luck.

The odd thing is that they actually froze my father and my brothers accounts instead of mine. What happened to you would make sense if my account was frozen but it isn't which is strange...

Edit: Called again, and indeed they did run an audit and closed the account. Still have to wait :/