V-Flyer

Having some problems and was hoping if anyone had any suggestions.

I'm a new Flying Club member - approx 2 months. At the same time as joining I applied for the new Virgin Atlantic white amex card. This was a new application, and not an upgrade from another Virgin card. I can see my Flying Club miles on my credit card statement, but my Flying Club balance still shows at 0 miles. Have been round various call centres this morning in an effort to find out what is going on. Started with the Flying Club enquiries number, told to phone MBNA. Called them and got transferred to departments unknown with Virgin who didn't have a clue what I was on about and told me to call MBNA again. Did this. Have confirmed that there is a link between card and Flying Club membership but still no miles and no answers.

Can anyone help before I go mad and cut the card up? [:#]

Hiya

Firstly, welcome to the forum!

What date is your statement? Your miles should be credited to your Flying Club account around the same time, give or take a day or two.

If there is a gap, your best bet is to call the Members Shop, while this was more for the MBNA card they are still one and the same people and seem to be the best team for dealing with miles discrepancies.

Thanks,
Sarah

The members shop don't deal with Amex miles, only m/c ones, so you will need to go back to MBNA [n]

I think that miles for the new VAA Amex get credited to all account holders on the 1st of the month regardless of your statement date. This is different to Mastercard miles which were credited as per your statement date. Check you balance online or with Flying Club around lunchtime tommorrow - If MBNA have confirmed you have a link in place you should get your miles tommorrow....

Don't cut that card up!!!! [:p]

Originally posted by locutus
The members shop don't deal with Amex miles, only m/c ones, so you will need to go back to MBNA [n]

Technically yes, but both cards operate with FC miles, not MR points, and during this transition period for a lot of members (i know this doesn't apply in your case Dawn) they have been helping missing miles find their accounts.

I'd give them a call as they should be able to direct you to the right team.

MBNA currently seem clueless in respect of the new AmEx card, if you still have no joy ask to speak to someone senior. I enquired as to my missing miles and had them all credited in due course.

But, as TallPrawn says, tomorrow should be the cut-off point for statements and receipt of miles.

Thanks,
Sarah

I know it is easy to say, but I think we need to be patient. It is quite clear that they haven't got the miles thing sorted out for any of the new Amex cards yet.

Whilst this will come as absolutely no surprise to long suffering MBNA customers, it was a major switch and there are bound to be problems at start up.

I have read in another thread that MBNA have said that the problems will be sorted by the end of September. In the mean time, unless you desperately need the points transferring to your account to claim a reward, I would hang fire.

Having suffered the endless 'press 1 for....' maze that you are sent round every time you ring MBNA on many occasions, it isn't a pleasant experience and nearly always end in frustration. [:(!][V]

On the upside, when you do finally get to speak to a human - in the correct department - they are usually very helpful.

As Sarah has said - the members shop team were the answer.. but not for Amex card queries.

Nick

Whilst I agree Nick, it seems people aren't getting value for money. Having charged me £115 this month, I kind of expect a better level of service. Their "customer satisfaction specialists" don't seem to be living up to their job title.

Thanks for the incredibly fast responses.

I shall wait and see what happens tomorrow then before cutting up the card.

I don't have a huge number of points and I'm not desperate to use them. Just wanted to see them in the right place that's all.

I know its a bit late in the day now but...

I was speaking to a lovely young lady at Amex yesterday when I has forgotten the log in details to the Online Statements (and couldn't remember my Credit limit to reset the passwords[:I]) when I mentioned about the lack of miles in my account which were showing on my statement and she told me that the miles get credited 1 month after your statement. Now she could of been talking rubbish but she did sound like she knew what she was on about so maybe thats the reason??

Neil:)

OK it's the 1st of the month and I have................no miles! Mind you it is only 8.30am.

However my next credit card statement is due in around 10 days so I will wait patiently until then.

I've only got 4000 of them so far but they're mine I tell you, all mine!

it does take 30 days - my spending on my new black card went over the companion limit on 29th July and on 29 Aug the voucher appeared on my flying club account.

Originally posted by dawn_ash
OK it's the 1st of the month and I have................no miles! Mind you it is only 8.30am.

Do you check your credit card balance online?

A big wodge (technical term) of FC points appeared in my credit card statement this morning, but they aren't in my FC account yet.

Nick

No miles here either. If they do now take 30 days then it's a big step back from the Mastercard days. The problem with such a lengthy delay is that you wait 30 days to get your miles, if they are wrong you go back to MBNA, then it's another 30 days to see if it's been corrected. In the end you just forget what's right and what's missing.

Originally posted by locutus
No miles here either. If they do now take 30 days then it's a big step back from the Mastercard days. The problem with such a lengthy delay is that you wait 30 days to get your miles, if they are wrong you go back to MBNA, then it's another 30 days to see if it's been corrected. In the end you just forget what's right and what's missing.

Hmmmm, this is a real change from before - strangely my points ( Mastercard ) were credited on 11th August and the Amex ones credited on the the 1st ( as usual )

This month though I've not received anything yet, and they'd normally always be there on the 2nd at latest i.e. a couple of days after the statement

I don't especially mind the change but it does make things extremely difficult to resolve as you say. Last months statement also had a 'point' number of miles against ( 5842.04 ) which is just silly. Plus I can't figure out how that figure was derived as I think it should be a lot more. Sheesh.

UPDATED: Just phoned MBNA who are 'investigating' but it will take around 5 working days [:0] to sort out. The lady did agree that I should have received a lot more miles as I had a big spend with 'Virgin Atlantic Crawley' ( No 'dung' Sherlock )

A question : When MBNA said we'd earn 6 miles for every £1 spent with Virgin Atlantic, did anyone bother to tell the computer bods to set the batch job to pick out spend to 'Virgin Atlantic'? Or are we all supposed to chase MBNA *every* month when it fails to work correctly? [:(!]

Thanks and apologies for another rant,

David.

David,

I think you, I and a great many of us are going to be in the same boat this month. I am sat here a very unhappy bunny with my gleaming new VS Black AmEx

I have been waiting for my statement to close off, when I had the Mastercard I had a billing cycle of roughly the 2nd to the 2nd of the month (very much like you it seems), now MBNA have changed the billing cycle, and it seems that we will all eventually have a cycle from the 15th to the 15th of each month. Last month my cycle was shorter, from the 2nd to the 28th.

End result for me is a bill coming out on the 16th that will have in excess of six weeks worth of expenditure on it Ð oh wasnÕt this a great month to book three VS flights!

Still - at least on the 16th (or thereabouts) i'll get my miles!

Subsequent calls to MBNA have been pretty much worthless, I just want to know where I am at in respect of my billing cycle, but the majority of Ôcustomer serviceÕ people there seem to be on loan from McDonalds, there has been no continuity in any of this, and right now I feel like cancelling the damn thing. When I am this wound up, the x6 spend on VS metal really doesnÕt mean all that much to me. I can get another card that equates to the x2 spend, though not directly with Virgin. So why stay?

I cant understand why MBNA didnÕt keep the billing cycle the same for old MC customers. There is no logic there. Added to this the eternal quest for miles, and I canÕt help thinking I am better off out of this. Yes I know that in a few months they will have it all in hand, but why should I have to wait for that? I am a customer, I donÕt care what their issues are, I should still have service delivery.

I paid my annual fee last month. If I do not see improvements in the following month I will vote with my feet. I will cancel the card and request the fee back.

Thanks,
Sarah

Originally posted by HighFlyer

I paid my annual fee last month. If I do not see improvements in the following month I will vote with my feet. I will cancel the card and request the fee back.

Thanks,
Sarah

Sarah,

My goodness, I thought my feelings might be the exception....

I am indeed annoyed about the transition, which appears to have been very badly thought out, planned and introduced. I'm not keen to 'give MBNA time to bed in' as I feel they're big enough to make this work first time around, and I particularly resent a big company promising much, taking my ( increased ) fee and then feeling they don't have to deliver.

It's not happened at a good time for me - the Virgin vs Others thoughts were in my head already, and now the Virgin branded card leaves a nasty taste in my mouth too. Hmmm. I too will be looking to cancel the card in disgust if it can't be made to just work.

Thanks,

David.

I don't disagree with the sentiments of showing MBNA how we feel by getting rid of the card, or at least I wouldn't - if there was a viable alternative.

At the moment, given the choice of waiting for my 3 points per £ (6 with VS) to appear, and maybe having to battle to get them, or going elsewhere and getting 1 point per pound - I will stand my ground and fight. [8D]

I can do maths, I know how many points I am entitled to, and I won't settle until I get them.;)

I detest MBNA with the same passion that I detest Sky TV, but I am in a similar position in that they are the only company that supply the product I want, in the form I want it. I therefore take the attitude that I will fight, and I will win in the end.

Nick

Having had two statements from AMEX and NO MIles [n]

After going round the merry go round that is MBNA 'phone menu

Spoke to Shauna (MBNA)
who passed me to Chrissy (Virgin Member team)
who passed me to Vicky (MBNA)
-After going round the merry go round that is MBNA 'phone menu AGAIN-
who will email the points team who'll see what the problem is (takes 5 days)
who'll then tell Vicky
who'll then ring me.

I can't wait[n]

Slighty OT but if you call the "from Abroad" number on the back of your card, (at least it on the MC not sure about the Amex) you seem to bypass the IVR menu and go straight into a queue, sometimes saves some time.

Originally posted by blindman
Having had two statements from AMEX and NO MIles [n]

After going round the merry go round that is MBNA 'phone menu

Spoke to Shauna (MBNA)
who passed me to Chrissy (Virgin Member team)
who passed me to Vicky (MBNA)
-After going round the merry go round that is MBNA 'phone menu AGAIN-
who will email the points team who'll see what the problem is (takes 5 days)who'll then tell Vicky
who'll then ring me.

I can't wait[n]

Whoops didn't mean to do that! (the glass of red wine doesn't help either). Just mention MBNA and that's what happens to me.
Same here -No miles since June, no bonus and MBNA can't even acknowledge that I'm due anything (loads of miles trust me!!!!!).Now have to wait until next statement (fed up of being put on hold and being transferred from person to person).Worse IMHO than the AMEX gold promo and that's saying something.If anyone offered a better deal (for miles)I'd be off.Pronto.

got my miles for sept today

Mine have arrived as well, now need to check if they are correct.

Ok - I got the miles today from my September statement which closed off around 7th September. So the miles that were posted on the 8th September related to the rump of my Mastercard miles from my August statement plus the bonus for first use. Apart from only getting the miles a month later than the statement date it looks like they've caught up in my case.

My new MBNA BMI mastercard went through like clockwork - miles posted to my diamond club account a day later than the statement.

Regards

Pat

to be honest i had not checked till i read this thread and now find i have none credited sine june !!!
im on the phone while writing this
well would you believe it the nice lady says they have been credited to someone elses account !!!!
after the moaning she says they will be transfered back to me on next months statement
thanks for the thread without it i may never have got my points

can i throw in my moan about the new ammex card out in the wilds of nottinghamshire there are so so many small businesses that just do not take amex even the local co op stores and most of the private restaurants dont accept it !!!
grrrr

steve