Virgin Australia Velocity - Velocity cleared all my points

I've been a velocity member for about 3 years, but never really used it. I credited two NZ domestic flights in March 09 for 500pts total.

Last week I credited flights from LHR-SIN-SYD on SQ to velocity and have more flights coming up (enough to get me to gold by year end).

Logged into my account this morning to check the points credited correctly. The first leg was there (LHR-SIN), with the status points and miles I expected. The second leg (SIN-SYD) was missing. This isn't completely unexpected as I switched flights while in SIN and I thought the FF number might go missing.

Much more worrying is the Zero point balance and the line on the statement "Forfeited points related to Acct Closure"' and negative points(equal to all the points I have).

I rang customer service, and to begin with they told me they were expired points due to 3 years of inactivity. Fair enough I said, but that should only be 500 points. She agreed and said she'd escalate and get back to me in 1-2days.

So has anyone else had an experience like this? Or know why this would be? What are my chances of getting my points back?

Not had an experience like this, but I have found whenever there has been an issue, if the service centre agrees it is an issue and escalates it, it has resolved in my favour.

Interesting. Haven't had much issues except seeing points refunded after a reward cancellation.

The CS rep called back this afternoon to say the points had be reinstated. Looking at my statement I see them all returned (including the ones that should have expired) with description of "Account Closure Reversal".

She also advised that I need to wait until next week (14 days after flight), to claim the points from my missing flight.

So all's good. I have no idea why they decided that just when I start using my account would be a good time to close my account.

You obviously got unlucky with the timing of your flights and they were good enough to assist. Make sure you also do some sort of activity, even small shop and earn to keep it active.