Hi all, just following up if anyone is still waiting on the 150k velocity points bonus from Citibank
Had mine activated and Velocity number requested on 2nd Nov 22 (provided on same day) today is 90days up but no sign of the points yet
Funnily my loan account had to be manually activated as I could not activate the loan debit card on my app or online account. Wondering if that is the issue for the non delivery of the points?
Do you by any chance have family pooling of points switched on?
No dont have family pooling at all.
Mine haven't come through either so I'll need to contact them this week because I was hoping to close it off asap
So dumb, they said to call after 2nd Feb (90 days) now the next guy says to call back after a fortnight. No logical explanation at all
Is this the 5k promotion?
When I applied it said on the app, 5k, however the terms say 10k.
I sent them a message via my account on their website mentioning the discrepancy between the promotion and term amounts, conforming I would get the 150k points prior to me activating the account, in which they replied that as long as the account is active and it is not paid in full etc.
After this time I received 2 emails asking for my velocity number, the last being in November.
I emailed them last month asking when the points would albe applied, with no response.
I sent another email Monday to ask again, this time got a reply stating it was 10k minimum as per the terms and I won't get the points.
I messaged them back stating I sent the email mentioned above regarding the discrepancy as well as me having screenshots of the promotion via the app stating 5k minimum loan amount.
They called me yesterday and stated management had said I am not applicable due to it not being 10k.
I again advised of the email sent as well as having screenshots from the promotion, in which he asked k email that through so he could send it to management.
Am now awaiting their next response, but seems they are not honouring the deal as it stands, hopefully my email will help change that, will update when I have one
I've called them 4 times. Told to wait until 2nd February as that would be 90 days. Next call told to wait an extra 2 weeks without a real reason why. 3rd call was told it had been escalated and I should get an answer before Friday last week. They did call me once but I missed the call.
Today I called and the person I spoke to said she'd escalate it (you'd think the last note on my account would say it already had been…) and it will take 8 weeks. 8 WEEKS!!!!!!!!!
Going to lodge a complaint next.
I'm in the same boat! Received email requesting Velocity number back in November so should have got the points in January. Still waiting. First time I rang them they said that the points should come in few days. Second time rang them and was told that they come through at the end of February. Just called them again today and was told that I'm eligible and that the points are definitely coming and I just have to wait 4-8 weeks. So frustrating (
If anyone had any luck receiving points after calling Citibank please share your solution.
Escalated again, lost track of how many calls emails etc. Was told it would be expedited… Same story as February…
Lodged an AFCA complaint. Funny how fast they work. Now Citibank are claiming I'm not eligible due to my loan amount, however I did receive an email asking for my velocity number… Last part of their response:
However, in an effort to resolve your complaint and in full and final resolution of the issues raised, as a gesture of goodwill, we will consider adding your account to the next batch of manual fulfilments. This means that crediting of Velocity Frequent Flyer points will be fulfilled before 30 April 2023.
22nd March lodged AFCA complaint, 28th March complaint was acknowledged, 31st March finally received the points!
Afraid not, sorry - mine came through 3 weeks after they requested my Velocity number. The manual activation could be a contributing factor, but I'm betting more on general system incompetence from Citibank given their track record. I'd be contacting them if I were you.