Help needed! Virgin Atlantic suspended my account for fraud without explanations

[zotikus]

@bman4833 so sorry to hear it is still not working, but don’t lose hope. From my experience:
1) no other team has the right to decide other than loyalty fraud team, after all you have to confront with them. so keep on writing to them insisting you are innocent and request a ‘investigation/appeal’. Their standard replies could be their trick, also could mean your docs are not covering their red flag point
2) the fraud team won’t tell you why (they don’t want to reveal the secret of their lame system), so you really need to dig deeper and guess what could be wrong. ANYTHING mismatch with your profile? name, address, nationality, payment country, telephone, etc.. anything not complying to their T&C on the credit card points transfer?
3) their senior customer care staff might have experience on the fraud drama, if you could somehow get on a call with them, they might give you some unofficial hint.

@Froggee Yes I am ok to put it an closure now. One last thing I want to do is to put all the process/emails together and send to the executive team, hoping they can do something to make improvement in the future. It was such a painful procedure that no one wants to experience or should. And I could book Paris hotel with my Marriott points luckily, so expensive during that time! hope they have good Champagne in the CDG lounge 😉

[sstern6699]

Hi,

I have expirenced the same account suspension following a friend sending points to my account and I booked for them a ticket.

Inemaialed the fraund team and refined the same standard reply.

“Unfortunately, owing to the enhance review conducted with our fraud systems we will not be reinstating your account, nor could we disclose this information as it is owned by our fraud tool partners.”

I have shared it on social media and a few of my friend have have the same issue.

Seems like they are suspending many accounts recently.

[Pongos waring]

sstern6699 wrote:

Hi,

I have expirenced the same account suspension following a friend sending points to my account and I booked for them a ticket.

Inemaialed the fraund team and refined the same standard reply.

“Unfortunately, owing to the enhance review conducted with our fraud systems we will not be reinstating your account, nor could we disclose this information as it is owned by our fraud tool partners.”

I have shared it on social media and a few of my friend have have the same issue.

Seems like they are suspending many accounts recently.

Any reason why your ‘friend’ didn’t book their own ticket?

[yrs]

Hi,

The same happened to me 2 days ago and my friend has shared that same happened to him too. It’s seems that virgin found a easy way to make some extra £££ with setting out a trap by offering members to transfer points to friends and than just to close accounts with the “fraud” reason and without having the need to prove that they are correct. this seems more like a “3rd world country” behaviour.
there should be a legal criteria in place to ensure that each case should be judged transparently and justified.

[Scott]

Hmm…

[jon-flyer]

Are the points not owned by virgin red? Have you tried contacting them or logging into a virgin red account to see if the points are there? Not sure it helps with the flights etc