We can confirm that suspicious activity on your account was detected, and your account suspended as a security precaution. An investigation into the matter was subsequently commenced by our fraud prevention team in accordance with our internal processes, which confirmed that there was unauthorised access to your account. There is no evidence of any unauthorised changes to your account or unauthorised Velocity points transfers.
Whilst there has not been changes to your account and your Velocity points remain intact, the third party may have been able to view personal information on your account such as your name, DOB, address, security question but not the answer and any linked partners or accounts.
It appears that your Velocity number and password were compromised, and the third party was able to gain access to your account using these credentials. Unfortunately, we are unable to determine how your Velocity credentials were compromised by the third party as there a number of ways that this may have happened that are external to
Virgin Australia and Velocity Frequent Flyer.
To reinstate access and secure your account going forward, Velocity would like to help you reset the password and security credentials for your account. A member of our Velocity Member Services team will be in contact with you over the phone to facilitate this.