Velocity Account Suspension

Louioui on 07/01/2024 - 08:38
Last edited 07/01/2024 - 13:26 by 1 other user

Hi everyone, any positive/negative advice would be appreciated.

My Velocity account has been suspended for 9 weeks (over 400k points) and I received no proper explanations about the reason on my multiple attempts of communication via phone and complaint emails (told me to wait for a reply email within 30 days). Two weeks ago, they emailed me about whether I authorised my Velocity points transfer to KrisFlyer points over a year ago which I replied YES. Since then, nil more response and my account is still suspended.

I believe I was randomly audited as I have never sold my Velocity points nor transfer to non family members apart from 2-3 points transactions to my own KrisFlyer account.

I am very disappointed with the way Velocity treated a customer and I would like to know the next step I can go rather than waiting.

Travel Frequent Flyer Reward Points Velocity Frequent Flyer

Comments

    • markathome on 07/01/2024 - 09:19

      It's a misspelling of KrisFlyer - Singapore airlines' rewards programme.

    • ouioui on 07/01/2024 - 09:37

      Thanks Gordon. I edited for everyone

  • markathome on 07/01/2024 - 09:17

    I got a fight with Velocity pending (due to their flight changes - they've credited too few status credits for a very expensive trip) - so I hope I don't have the same communication issues as you. 😞

  • elgrande on 07/01/2024 - 10:20
    +5

    Welcome to the digital world, where whats yours is not yours..

  • djkelly69 on 07/01/2024 - 11:17

    I have never sold my velocity points nor transfer to non family members apart from 2-3 points transactions to Krisflyer

    Not quite sure what this part means. Did you transfer VF points to other people's KrisFlyer accounts?

    • randomusername2017 on 07/01/2024 - 11:23

      Thought you had to have matching (DOB/Name) linked accounts to transfer?

    • ouioui on 07/01/2024 - 13:28

      I transferred to my own Krisflyer account.

  • Kenb0 on 07/01/2024 - 12:09

    transfer to non family members apart from 2-3 points transactions to Krisflyer.

    What does this mean? Did you transfer velocity points to someone else’s krisflyer account, family or not?

    • ouioui on 07/01/2024 - 13:28

      I transferred velocity points to my own Krisflyer account.

    • Eeples on 07/01/2024 - 18:54

      It means NOR transferred….

  • MrThing on 07/01/2024 - 18:31
    +3

    sounds like another "tell us the real story" situation

  • Eeples on 07/01/2024 - 18:55

    When you said ‘YES’ did you also tell them it was your own KrisFlyer account ?

    • ouioui on 07/01/2024 - 18:58

      I did not tell as they asked me whether I authorised the transaction or not.
      I am confident that I will get my points back but the communication and the waiting time imo is unacceptable.

      • Eeples on 08/01/2024 - 09:48

        Have you sent them evidence that the velocity->KrisFlyer transactions were to your own account?

        Why are you so confident?

        • ouioui on 08/01/2024 - 17:44

          I have looked the member terms which I haven't breached anything.
          I wish I could explain/give evidence but there is no response/communication.
          I had similar issues with Origin in the past and it was sorted within a week when I put my further complaint to ombudsman BUT i cannot find anything like this in frequent flyer points. Hence, this post comes but everyone seems to concern more about what possibly I did wrong.

  • kiitos on 08/01/2024 - 07:18

    Were the 2-3 transactions close to each other?

  • FeZZa21 on 02/02/2024 - 23:04

    My account also got suspended yesterday. Initially I thought it was a hack as I got an email about my profile changing, called and was told to wait 30 days for investigations. Haven't used velocity for many months, must be a random audit. Only had 2k points so no big deal lol did a 90k transfer 9 months ago

    • ggfatty on 26/04/2024 - 09:37

      any response or action regarding your suspended account?

      I just got an email saying my account is suspended pending 30days investigation

      This is very annoying

      • FeZZa21 on 26/04/2024 - 20:33
        +1

        Nope, they don't bother, account is good as dead

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