Velocity Frequent Flyer - Family Points Transfer Expiry?

Lsukey69 on 09/04/2024 - 13:41

A couple of months ago my cousin transferred me velocity frequent flyer points for an upcoming trip, and when first transferred I cited the points in my account.

My partner was accumulating more points for me, and he finally had enough velocity points to transfer me last week, and when I checked my account again the initial transfer from my partner was gone. Transaction statement has the incoming points, but no record of the outgoing points. I called Virgin and then they stated that the points had expired. They stated to me over the phone that family transfers have a 1 month expiry timeframe, which I've tried to cite on and terms and conditions on their website but I'm unable to find.

Can anyone suggest any help to resolve this issue? It was a fair amount of points to have expired in such a short time frame.

Travel Frequent Flyer Reward Points Velocity Frequent Flyer

Comments

  • theoracle30 on 09/04/2024 - 13:50

    Did you have any points earn or redemption activity in your account over the last 24 months? All you need is a single eligible transaction within that time period to extend the expiry, otherwise your balance expires at the end of 24 months of no activity.

    Family transfers don't count as activity to reset the expiry of your points though, so if your partner transferred points to you and then your balance expired the month after, unfortunately everything would be lost.

    • sukey69 on 09/04/2024 - 13:56

      I created an account only 2 months ago as I'd never had one before. The high level timeline is Account creation (3 months ago) -> Family transfer (2 months ago). The account hasn't even been 24 months since the account has been opened.

      • theoracle30 on 09/04/2024 - 13:56
        +1

        ok that is strange, I've never heard of this one month rule for family transfers either.

  • DSOTM on 09/04/2024 - 13:59
    +1

    Try calling again and see if another Velocity rep will cut you a break.

  • djkelly69 on 09/04/2024 - 14:42
    +3

    They stated to me over the phone that family transfers have a 1 month expiry timeframe

    This is definitely incorrect, I would call again.

    Is it possible your cousin (?? - not clear from OP - whoever made the first transfer which has disappeared) earned the points around 23 months ago without any further earning activity and they have now expired because of that?

    • sukey69 on 09/04/2024 - 15:42

      Thanks, I've called them a couple of times now and am getting the same response. Looking at their account history, they earned a handful of points via credit card just 6 days before transfer. I got an email from them that states the supposedly states the T&C that they are referring to https://www.velocityfrequentflyer.com/member-support.item-ea…

      The T&Cs don't state anything about 30 days of expiry for family transfers, only inactivity for 24 months in my opinion, so I'm super confused

      The full timeline is as follows: 23/01/2024 - Account creation -> Transfer From Cousin 10/02/2024 -> Expiry - est. 30/03/2024

      • hashtag7 on 09/04/2024 - 15:51

        Lodge an official complaint and request to have your points reinstated. If they refuse, demand to see the T&Cs that you have agreed to that clearly mentions the 30 days expiry.

        • sukey69 on 09/04/2024 - 15:55

          I've given that a shot but might try again. In your opinion, do you think that the website states that the expiry is 30 days?

          As long as you continue to undertake eligible account activity, your Velocity Points balance will never expire. Eligible account activity is earning or redeeming Velocity Points.

          Points earned will not expire until 24 months after your last eligible earn or redemption activity.

          Simply transfer Points from Flybuys or your eligible credit card, shop online via the Velocity eStore or buy Points via Points Booster among many of the ways to earn Points

          Redeem Points for a flight, car hire, hotel stay, or thousands of products and gift cards in our Velocity Rewards Store, among many of the ways to redeem Points to prevent your Points from expiring.

          Transferring Points between family members or receiving Points from a Family Pooling relationship is not considered an eligible account activity and this activity will not prevent your Points from expiring. We will send out a reminder email at least 30 days before your Points are due to expire.

          The only reference to 30 days in that whole page is that they will send out a reminder email at least 30 days before your Points are due to expire, but that doesn't mean that family transfers have a 30 day expiry? I want to make sure I'm reading that right.

  • carwashhair on 09/04/2024 - 16:09

    Wondering if there is something to do with family pooling with incoming points from multiple sources? I forget the exact specifics between Velocity and QFF, but sometimes having different addresses on their accounts to yours could raise a flag for suspect account activity.

    • sukey69 on 09/04/2024 - 16:13

      That's something I considered as well, but when I asked the customer service rep they clearly stated that it was due to a 30 day expiry on family transfers. Nothing about suspicious activities. I have received points from my partner after the points expiry with no issues, so I don't think my account is flagged

  • Stewardo on 09/04/2024 - 23:15

    Are you talking about status credits?

    • sukey69 on 10/04/2024 - 09:59

      No, normal velocity points

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