Query re refund of points on cancelled DL redemption

[NorthernLass]

I recently booked ATL-NAS on DL using VS points, then a change of plans meant that I ended up cancelling. I couldn’t do this online, so requested it via the online form on the VS site.

So far I have had the £10 or so tax element back, but not the points, which are more important (22k)!

The confirmation email from Virgin looks to be based on a cash fare, and states I have been charged £72 for this, although I’ve not been asked to pay a cancellation fee.

Will the points turn up eventually or have I missed something crucial about DL redemptions 🤷‍♀️😬

[e14]

You’ll need to contact them via chat, there is a disconnect when a partner redemption is cancelled

[NorthernLass]

Ok, thanks!