V-Flyer

Hello all. I have a quick question. I have a VS Amex card and been receiving my miles from my card account to my Flying Club account like clockwork since I first got the card.

However, I've noticed this month, my miles from my card account still have not been added to my Flying Club account yet. The credit card statement closed on 16 June and normally on my Flying Club account, it would have a transaction date identical to that of the closing statement date, which is posted within 2 working days of that statement date.

For anyone who has an Amex with VS, have you received your miles yet?

When should I start panicking? It's already 9 (working) days overdue.

Hi there. There was quite a long thread on this last month - click here to get the low down I was under the impression that VS & MBNA had sorted the problem as my miles posted bang on my statement date around 22nd June. I found a good starting point to be MBNA, the lady I spoke to was really helpful and even made a diary note to call me back personally a week later to ensure my miles had arrived...and she did y)

Thanks
James

According to the T&C's, miles can take up to 30 days to be credited from the statement date.

Vegascrazy wrote:Hi there. There was quite a long thread on this last month - click here to get the low down I was under the impression that VS & MBNA had sorted the problem as my miles posted bang on my statement date around 22nd June. I found a good starting point to be MBNA, the lady I spoke to was really helpful and even made a diary note to call me back personally a week later to ensure my miles had arrived...and she did y)

Thanks
James

Ta, thank you.

Darren Wheeler wrote:According to the T&C's, miles can take up to 30 days to be credited from the statement date.

Not really a question of T&Cs. The miles are always transfered on the day the statement cuts and are normally credited to FC accounts in real-time.

When they don't - it usually means somethings up.

As was the case for me last month (first time in 12 months the miles did not arrive).

The MBNA rep I spoke to advised there had been issues with the transfer process for some customers. The CSR raised a case, and the miles were credited within about 5 days later.

Irrespective of what the T&Cs say, its worth calling MBNA if the miles aren't credited when they usually are.

I think the key word is 'normally'.

Just because they are normally credited the day of the statement, doesn't mean they will always be.

My last spend was 3 days after the bill.

Last night I called MBNA to find out what has happened.

Based on their system, the agent says, 17 June was the closing statement date, the statement was printed out on the 18 June with which the system transferred the miles to VS Flying Club.

So in their eyes, the miles have left their system.

I called VS Customer Services after and spoke to an agent and she confirmed what I have said thus far, no sign of the miles this month, with May being the last month of activity on my account.

She said she will email Flying Club dept and I will need to call her back to find out if anything is wrong.


I fear it seems that I will be kept being passed from one person to another, from one company to another. I'm also concerned that this will happen for July as well. :S

Darren Wheeler wrote:I think the key word is 'normally'.

Just because they are normally credited the day of the statement, doesn't mean they will always be.

My last spend was 3 days after the bill.

And when something "abnormal" happens, its wise to tell someone about it.

As I say - in my case, I was thanked for raising it to them I was not quoted the "T&Cs" or told to wait for the 30 days to elapse, and the agent I spoke to agreed that it was unusual and should be looked in to.

Working at a well known financial organisation - with a major loyalty program, I see countless cases of rewards points transfers going wrong, with batch files and interfaces unexpectedly failing (at one end or the other) - which are often first identified when customers raise the fact that points have not been recieved as quickly as they "normally" do...

Wonder if we are starting to see issues, due to a parallel running demo feed into a second system (syncing with Skyteam etc etc)

Conspiracy theory ??

northernhenry wrote:Wonder if we are starting to see issues, due to a parallel running demo feed into a second system (syncing with Skyteam etc etc)

Conspiracy theory ??

I don't think so, personally. I know that both Amex and MBNA use a real-time interface with FC which, whilst fast, is prone to occasional glitches and instability.

Still, anything is possible. Who knows what goes on behind the scenes... :0

LOL. Not to turn this into an Alliance topic, I hope VS don't go to Skyteam.

Anyway, last night before I headed to bed, I decided to check my Flying Club account and I was greeted with my miles added, I was so so happy. Tried to ring up VS Customer Services and speak to the agent but alas she wasn't on, so I told the agent that I did get connected to, to pass along the message to her, basically a thank you from me for resolving this issue ever so promptly.

DL901 wrote:LOL. Tried to ring up VS Customer Services and speak to the agent but alas she wasn't on, so I told the agent that I did get connected to, to pass along the message to her, basically a thank you from me for resolving this issue ever so promptly.

Glad to hear your miles are banked now. ^)
Good for you in extolling praise to any customer service operative. In this world of slagging off bad service (sometimes it is deserved) it is always good for them to receive praise. y)

When my field engineers are praised by my clients, I always pass the comments on, it makes for great morale and keeps the client in everyone's mind as an appreciative client. 8D

I'm sure that all V Flyers will echo my sentiments especially after bad experiences with VS webistes,check in dragons, bad CC etc,etc.

Cheers

Paul

Thanks, Paul. I'm glad the matter is resolved, hopefully this will be the last mishap between MBNA and FC.

I hope!

Don't know if I am one of the lucky ones but have not had any problems with my Amex card (WHITE).All my miles arrived on time
and all the double ups as well even on purchases I was not expecting. So keeping fingers crossed it may continue for another month earning lots of loverly extra miles

On the subject of MBNA, there's some strange stuff going on, today's weirdness for me was definitely MBNA's issue rather than a VS one:

Every Friday I get an SMS text statement from MBNA for my VS Amex (I also get one for my BMI Mastercard) but today that text statement went to my partner's phone! OK he has a VS Amex but it's not linked to mine in any way.....of course we share the same address ?|

I phoned them straight away and they couldn't explain it & said to contact them if it happens next Friday

Vegascrazy wrote:On the subject of MBNA, there's some strange stuff going on, today's weirdness for me was definitely MBNA's issue rather than a VS one:

Every Friday I get an SMS text statement from MBNA for my VS Amex (I also get one for my BMI Mastercard) but today that text statement went to my partner's phone! OK he has a VS Amex but it's not linked to mine in any way.....of course we share the same address ?|

I phoned them straight away and they couldn't explain it & said to contact them if it happens next Friday

Hmm.. that's not cool. Isn't that a mild form of data breach?

DL901 wrote:Hmm.. that's not cool. Isn't that a mild form of data breach?

Yes indeed deffo breach of the Data Protection Act. And I would have expected a better response than 'contact us again if it happens next week'.

A few months ago when I was in my AF/KLM flying blue account checking my booking it all went funny and I was shown details of a totally unrelated pax including their bookings and miles balances. I could have made a reward booking or cancelled his flights if I had been so inclined.

THe response to the email I sent was basicallu 'opps don't know how that happened'

I know I changed my password but am not sure if they advised the other person.

tontybear wrote:

DL901 wrote:Hmm.. that's not cool. Isn't that a mild form of data breach?

Yes indeed deffo breach of the Data Protection Act. And I would have expected a better response than 'contact us again if it happens next week'.

A few months ago when I was in my AF/KLM flying blue account checking my booking it all went funny and I was shown details of a totally unrelated pax including their bookings and miles balances. I could have made a reward booking or cancelled his flights if I had been so inclined.

THe response to the email I sent was basicallu 'opps don't know how that happened'

I know I changed my password but am not sure if they advised the other person.

Good thing you're such a nice person; just imagine if the media got hold of this, the next headlines would have been - "Virgin Atlantic & Air France/KLM in Data Breaches Case" à la tabloid papers.