Velocity Accounts being suspended for investigation

[maccaisking]

I think I have stumbled onto the reason for my suspension. It seems my in-laws, (family of 5) have also had their accounts suspended for what would also be a ‘routine review’. I created their accounts for them during the Christmas 10k bonus point promo, to 1. Earn points for flights I booked for them around that time, and 2. Take advantage of the 10k point offer. (I should mention they are all real people, the flights are for a real holiday, and I had their permission to do this)

I imagine this could be easily cleared up with a call to them, will just need to wait and see how long it takes.

 

[Denali]

How incredibly frustrating and frightening.... I can imagine my husband if his account was suspended and I would need to administer valium. Good luck!

 

[adamkps]

Yesterday, on the return portion of our trip, I tried to access the lounge at SYD using my lounge passes. The attendant said that they couldn't access my account but let me in anyway. She said that my account must be suspended or inactive as she couldn't see my profile. Very odd as a few hours before I'd done online checkin through my Velocity account. Anyhow, logged on and sure enough got the popup screen. So, I rang them this morning and they said that my account has been suspended for a "review" and that it wasn't because I'd done anything wrong (I haven't) but that someone may have tried to access my account. They said that it would take up to 30 days to unlock it. Funny though, up to this point still no email from them.

 

[clipped_wings]

Yesterday, on the return portion of our trip, I tried to access the lounge at SYD using my lounge passes. The attendant said that they couldn't access my account but let me in anyway. She said that my account must be suspended or inactive as she couldn't see my profile. Very odd as a few hours before I'd done online checkin through my Velocity account. Anyhow, logged on and sure enough got the popup screen. So, I rang them this morning and they said that my account has been suspended for a "review" and that it wasn't because I'd done anything wrong (I haven't) but that someone may have tried to access my account. They said that it would take up to 30 days to unlock it. Funny though, up to this point still no email from them.

This is a worrying thought. Families like ours move points and often reassign Family Pooling to maximise earn, which is not illegal. I am more concerned with the inconvenience it places on a Member during the review period.

Surely a review is an imposition that deserves some form of compensation if the Member is found to have recorded no such impropriety.

 

[drron]

So because I only take a flight every 12-18 months on VA they probably will routinely audit my account.

 

[33kft]

I don't think the way this process is implemented makes sense. In none of these cases do they seem to want the owner of the account to call in and explain themselves, yet they lock out the account whilst the 30 day investigation is underway and advise to call. Why not allow access but then block any attempt to redeem points? SC and point earning is still allowed anyway, and it would vastly reduce both calls from people unable to access their account and embarrassment should there have been no issue in the first place.

On the positive side it is an early heads up that you won't be able to make any redemptions for at least the next 30 days, but a rather jarring one.

 

[jad01]

I just found my account has been suspended also although no notification from Velocity.
I don't do family transfers and haven't redeemed for a long time so no idea what prompted this.
I have an international trip within the next week and it concerns me I may not be able to access partner lounges or other platinum benefits if the account is suspended.
Has anyone else had lounge access issues while suspended?

I guess two can play this game, for the next 30 days I will suspend any earning with Velocity and any flights, hotels or any other points earn will go to Qantas.

JASON

 

[maccaisking]

I had 3 flights and 2 lounge visits while suspended, with mixed results. 1st lounge visit I suspect my account did not show as having access on the computer - the desk agent called someone else to look and try and see what was happening and they seemed confused. I showed my card and was let in after a few minutes of checking. 2nd visit was no problem, I went straight through.

Of the three flights, one did not credit (my first flight so straight after the lounge visit which had issues) and I was required to send my boarding pass when claiming points and SCs. My advice is you SHOULD have no issues, but be sure to carry your card, and keep any BPs until all flights have credited. And good luck getting the suspension sorted