Velocity points balance not in sync with balance shown on Virgin Australia site

[greenfish]

I transferred a chunk of points to my father yesterday. They were as per usual, in his account immediately.

However he was not able to use them to book a flight as logging in to the Virgin Australia site shows the old points balance - not sufficient for the flights.

Checked again today - same problem.

I contacted Velocity - the person I spoke with had not seen the problem before.

Booking my fathers flights using my account has also not reduced the balance shown on the Virgin Australia site (Velocity site shows correct balance).

Has anyone else seen this issue?

 

[blankman]

Out of interest on your fathers account (VA website) what date is showing under "Balance as of..."? I had a similar issue (and waited for 2 weeks for IT to fix to no avail) and realised that the VA website only shows your balance as at the last date "recognised" activity occured on the account. Some transactions for whatever reason fail to flow through to the VA page, therefore causing in imbalance.

My problem was fixed instantly when I made a new points redemption booking. It triggered an update to the VA website. In your case I'd suggest your father call the velocity help desk and ask them to deposit 1 goodwill velocity point to his account and ensure that deposit shows on his acitivity log. That should then result in the VA page getting updated and show todays point balance.

 

[Lizzi]

Yes I emailed the Velocity team about the same thing last week. I love that they are always surprised that there is a problem, when according to the error threads here, more than one or two people have had the same issue!

 

[greenfish]

Thanks for the comments.

His "last activity" is the 14th of Jan. Mine though is still the 21st of Jan, despite burning 27600 points yesterday - and my account balance hasn't reduced (though it has in the Velocity system).

I have to say that Virgin's customer facing IT is really surprising bad.