Virgin Flight cancellation - point reimbursement

[cirdan52]

My wife bought the pair of return tickets for her and her sister to Sydney and back for May. She used all the points in her account to cover the cost of the tickets. They said they will return all the points used to purchase the tickets to her Velocity account. We went and had a look to see if they were there, only to find they have closed her account! WTF, that was without any notice! Now we're not sure if she can get her points back given they've closed her account. Presumably because she used all her points but no notification?

 

[hossein_au]

An account should not automatically close if the balance goes to zero. I think something else must have been going on.

 

[bcworld]

As above, points can expire, and balances can be zero, but this does not lead to account closure. If you don't ask for it to be closed, accounts are only closed for breaches of the program terms & conditions. Do you receive a specific message when trying to log in that says the account has been closed? Or what message do you get?

 

[cirdan52]

Well in and get the following:

"INACTIVE, SUSPENDED OR CLOSED ACCOUNT"

"The Velocity membership number you have entered is associated with a duplicated account. Please check that you have entered the correct number or contact the Membership Contact Centre for assistance."

Which is odd given the account number is the number on the now cancelled Virgin flight tickets.

 

[hossein_au]

As I had suspected it sounds like there is something else amiss (besides the balance going to zero). You'll need to call them up and see what triggered the suspension/closure and how you can address/alleviate any concern they might have.

 

[AIRwin]

Which is odd given the account number is the number on the now cancelled Virgin flight tickets.

Is there any chance this account may have been recently created through a brand new application even though there may have already been an existing account (with the same details) previously?

 

[malmac]

My wife bought the pair of return tickets for her and her sister to Sydney and back for May. She used all the points in her account to cover the cost of the tickets. They said they will return all the points used to purchase the tickets to her Velocity account. We went and had a look to see if they were there, only to find they have closed her account! WTF, that was without any notice! Now we're not sure if she can get her points back given they've closed her account. Presumably because she used all her points but no notification?

Sadly I cancelled my June holiday plans last Friday with Virgin Done using FF points. Points were in my account as I was still speaking with the call centre staff member. Taxes paid were to be reimbursed and told 3-5 business days. Checked this morning and the money was in my credit card account today. FF returned points may now be wasted given the latest news but managed to get the cash portion back which was a reasonable amount so I am grateful for that.

 

[cirdan52]

As I had suspected it sounds like there is something else amiss (besides the balance going to zero). You'll need to call them up and see what triggered the suspension/closure and how you can address/alleviate any concern they might have.

Difficult to call now as every attempt is now advising email only. This has been sent and we wait for the outcome however with most recent circumstances I'm not holding my breath. I also have a $129 flight gift voucher from opening a new credit account and that expires on the 18th May. I phoned them given the fact that I can no longer use it for my intended purpose. Virgin said the decision on what to do with flight gift vouchers has yet to be decided. I expect I've lost that as well.

Post automatically merged: Apr 20, 2020

Is there any chance this account may have been recently created through a brand new application even though there may have already been an existing account (with the same details) previously?

No new account has been opened with either mine or my wife's.

 

[cirdan52]

Getting even stranger. Velocity emails wife to say all her points have been reimbursed to her account. Problem is the account number given is not her account. Attempted to reset password with account number given by Velocity but does not recognise it. Has someone somewhere found 90K in their account? Wife uses the email to that Velocity sent her the account number but no account is recognised. Now emailed back to Velocity to say account remains inaccessible.

 

[cirdan52]

Well the conclusion to this little saga was that my wife did manage to get in touch with Velocity and they acknowledged a mistake had been made at their end. They have now opened a new account for her and all her points are included. Persistence and politeness are the keys.
Now we wait to see if and how they may eventually be used.