10,000 bonus points per 20 transactions

[oliverd]

Still not a single bonus point since 23 September I called again today (was transferred to Membership Rewards) and was told I am still definitely on 5T/5K bonus. Was also told that because all points were being manually processed they are now advising September points should definitely be processed by mid-January. As the process is manual, I was explicitly told that some people may be receiving points while other (ie. myself) are not and I shouldn't be alert, sorry, alarmed! It may also explain why some overseas transactions are being recognised and other not?? Anyway, I guess I will keep waiting...

 

[simongr]

It may also explain why some overseas transactions are being recognised and other not?? Anyway, I guess I will keep waiting...

For clarity the overseas T that have accrued points only took place in when the initial bonanza was being paid out and not since then that I am aware. In fact there are confirmations (from my self included) that o/s T are not accruing bonuses when other T are getting bonused.

 

[Iza]

Lovetravellingoz, Vet and Iza - did any of you get the recent letter dropping you down to the 10T/5K promo from Oct 1 and the subsequent apology letter?

No and yes. I received a letter a couple of months back placing me on the 10T/5K promo due to multi-enrolments, but not the one with an effective date of Oct 1.

By the way, I sent a "please explain" letter off to AMEX yesterday. Oh, it's going to be a long battle...

 

[lovetravellingoz]

Still not a single bonus point since 23 September I called again today (was transferred to Membership Rewards) and was told I am still definitely on 5T/5K bonus. Was also told that because all points were being manually processed they are now advising September points should definitely be processed by mid-January. As the process is manual, I was explicitly told that some people may be receiving points while other (ie. myself) are not and I shouldn't be alert, sorry, alarmed! It may also explain why some overseas transactions are being recognised and other not?? Anyway, I guess I will keep waiting...

So yet another possible sea-change by Amex.

Plus manual processing (ie read as reviewing not processing) for all.

FACT: anyway you want to slice and dice it Amex is now in clear breech of awarding the bonus points. It is pretty clear what is due as per the T&C and Amex are beyond this.

It would seem, and this is speculation on my part, that Amex has now realised the full points liability monster it has created for itself...PLUS as the penny has dropped for more Cardmembers no doubt the rate of spend, and hence points liability, is accelerating.

Amex's reaction would seem to be to stall awarding of bonus points despite breaching the T&C and to be indulging in another wave of accusing cardmembers of "abuse" without actually having the courtesy to actually nominate what the suspected abuse is so that the cardmember can explain the spend.

The letter that I and others have received is clearly a "form" letter that does not actually deal with any specifics of the cardmember it is addressed to. It gives general examples and suspends you giving you the out that they MAY let you back in if you can provide tax invoices. now that would be FAIR enough if they actually nominate which tx/es they actually were suspicious of.


If points are not awarded to mid -Jan for just Sept points (and beyond????) then as cardmembers are processed I would speculate that more abuse letters will be dispatched.

The main criteria it would seem to get such a letter is simply to be a high transactor with some form of multiple spend which is most likely going to be many on this forum.

 

[vet]

Re: claim lost flight deals at www.fos.org.au?

Can pre-paid Vodaphone etc be 'split'? There's no bill. Its "pay upfront' - like a pay phone booth.

Weren't mere employees held, unanimously by the High Court (except for Kirby & Callinan who didn't sit on the case) liable for misreps by their employer under the Fair Trading Act: Houghton v Arms 2006 HCA 59. Corinna and Luisa would know if it was reasonable to represent that thousands of people will get bonuses in 6-10 weeks. There must be thousands who'd hate to miss a cheap fare because families thought their struggle street parents were getting x,000 points by mid December or mid Jan or whenever. They'd hate to suffer from 'points inflation' or a missed 'X% bonuses" deal.

 

[Mal]

Does anyone have a timeline regarding Amex's promised timeframes for points posting? (Both rumoured and also stated in writing by Amex)

Eg -
Original Offer - 8-10 weeks. (in writing)
Revised T&C - 8-10 weeks. (in writing)
Amex Call centre - 12-14 weeks

etc

 

[beardoc]

I have no faith that the new timeframe of "mid-January" now being quoted will be honoured and I suspect that it's all a stalling tactic to get more "abuse" letters out. This is now ridiculous - Amex would have had much better goodwill now if it had never offered the promotion at all.

I am writing my (very lengthy) BFSO complaint now.

 

[beardoc]

Does anyone have a timeline regarding Amex's promised timeframes for points posting? (Both rumoured and also stated in writing by Amex)

Eg -
Original Offer - 6-8 weeks. (in writing)
Revised T&C - 8-10 weeks. (in writing)
Amex Call centre - 12-14 weeks

etc

It was always 8-10 weeks in the original offer.

 

[Mal]

It was always 8-10 weeks in the original offer.

Thanks for that Still trying to work out the rest!

 

[oz_mark]

Does anyone have a timeline regarding Amex's promised timeframes for points posting? (Both rumoured and also stated in writing by Amex)

Eg -
Original Offer - 8-10 weeks. (in writing)
Revised T&C - 8-10 weeks. (in writing)
Amex Call centre - 12-14 weeks

etc

A few weeks back I was told by a rep they hoped to have the whole lot done by the end of January. Personally, I think they have no chance of achieving that, and I suspect they will for most people keep paying each months points 10 weeks after the end of each month.

As an aside, I was behind someone in Myer today buying a bunch of Myer gift cards, one by one. Their CC got blocked on the third card :shock:

 

[beardoc]

A few weeks back I was told by a rep they hoped to have the whole lot done by the end of January. Personally, I think they have no chance of achieving that, and I suspect they will for most people keep paying each months points 10 weeks after the end of each month.

As an aside, I was behind someone in Myer today buying a bunch of Myer gift cards, one by one. Their CC got blocked on the third card :shock:

Mental note not to buy too many Gift Cards during this promotion.

 

[one9]

WHAT I PROPOSE:

We as a group choose dates which are the maximum time frames for Amex to post points by. The dates should probably be the maximum time stated in their terms and conditions (10 weeks?) + maybe 1 week allowance.

We should then write template letters for the major government departments as well as to Amex, and as a group we should agree that we should all send these letters individually should Amex not honour their end of the agreement. Ideally individuals should change the letters to their circumstances to make them more powerful, but if some people don't have the time or energy, they can send a letter close to the template.

If the government departments and Amex see a huge increase in the amount of complaint letters in a short period of time, then it will put a lot of pressure on Amex to sort out the mess very quickly. Especially as Amex is charged a fee for every case with the Financial Ombudsman Service.

Of course individuals are free to send complaint letters now and whenever they like, but I believe if we as a group can organise our timing together, and if we can each motivate each other to take action by making it easy to take action, then we may have a better effect.

 

[beardoc]

WHAT I PROPOSE:

We should then write template letters for the major government departments as well as to Amex, and as a group we should agree that we should all send these letters individually should Amex not honour their end of the agreement. Ideally individuals should change the letters to their circumstances to make them more powerful, but if some people don't have the time or energy, they can send a letter close to the template.

I think in principle, your idea is a good one, but I wonder about how you might go about it. Which government departments do you want to write to? Most that receive a letter like this will refer you to the Financial Ombudsman Service.

I think that what we should be doing is encouraging everyone to write to the Financial Ombudsman Service with their complaints. I understand that enough complaints have been received such that it has been elevated to a "systemic problem" status, in that it is not an isolated probled m and issues likely lie in how American Express are running the promotion (which I would think is an understatement).

This is your best way to get resolution from the complaint. Write to the Ombudsman, not just anyone!

 

[pomjim]

Well, I was overseas for most of November and the first two weeks of this month. I have made a total of 7 transactions since returning to Oz, but have just recieved my 10,000 points bonus for the month, so Amex have included the transactions I made o/s! I am on the original offer , 10k for 20.

 

[one9]

I think in principle, your idea is a good one, but I wonder about how you might go about it. Which government departments do you want to write to? Most that receive a letter like this will refer you to the Financial Ombudsman Service.

I think that what we should be doing is encouraging everyone to write to the Financial Ombudsman Service with their complaints. I understand that enough complaints have been received such that it has been elevated to a "systemic problem" status, in that it is not an isolated probled m and issues likely lie in how American Express are running the promotion (which I would think is an understatement).

This is your best way to get resolution from the complaint. Write to the Ombudsman, not just anyone!

Yes, I just said "government departments" because I have not investigated this issue and read all the posts to work out which is the most applicable departments to complain to. Hopefully someone who has already investigated and written letter(s) may be able to provide template letters with the contact details (eg. address or fax number) for everyone.

I would have thought that letters to the following may be helpful:
1. Financial Services Ombudsman (because they handling banking issues)
2. Dept of Fair Trading / ACCC (because of breaches of the Trade Practices Act through not honoring the promotion terms)
3. Amex

But someone who has investigated this further (or with better legal system understanding) may be able to clarify/correct me.

 

[beardoc]

But someone who has investigated this further (or with better legal system understanding) may be able to clarify/correct me.

I know you haven't read previously (and understand given the massive thread!), but we have discussed this, and the Financial Ombudsman Service is the best place to start lodging your dispute.

Financial Ombudsman Service :: Home Page

 

[simongr]

Yes, I just said "government departments" because I have not investigated this issue and read all the posts to work out which is the most applicable departments to complain to. Hopefully someone who has already investigated and written letter(s) may be able to provide template letters with the contact details (eg. address or fax number) for everyone.

It's a bit rich to come late to the party with the recipe for strawberry champagne punch when people have been talking about it for days.

I have read virtually every post in this thread and sadly can remember most of it. Just to summarise the facts (again).

The original T&C did not specify a date from which 8-10 weeks started but by all accounts end of month is "reasonable" - that date has passed so we do not need to agree a cut off date.

I suggest (again) people that people formally complain to Amex in writing and give them two weeks to ignore your request and then contact the only body that is reported by vet to have any jurisdiction or interest in this matter.

Feel free to write to "government agencies" but I wouldnt waste your time and we are a tiny community of Amex punters - we are not going to create a huge upsurge in complaints.

I will follow up with the BFSO on Monday to see if my case has progressed at all and will report back here.

 

[vet]

Answer: there's a lot of overlap

The FOS will look into individual cases and decide a complainer's case - and refer systemic matters to ASIC least.

The others, eg ASIC ACCC, Director of Consumer Affairs, get motivated if there is a 'public interest' issue. Eg in Director v a company that sold rural houses it didn't yet own to single mums on 'drip feed' terms, got orders against the directors for compo. Heck, in the Trico collapse someone added glofified bank tellers as defendants to get them squealling.

ACCC has asked to be informed. Whilst its exempt from the main 'anti misleading' part of their Act, there are other sections of interest to it.

Fair Trading/Consumer Affairs and ASIC (120 Collins Street ref Misconduct Breach Reporting) were aware of Amex's promo (and how it'd pan out BEFORE it panned out as it has.

Frankly Amex should just turn the bonus tap on. Saving pennies is short sighted if regulators 'do a Qantas' and add, as ASIC can, real monetary compensation for the misled.

 

[oliverd]

We as a group choose dates which are the maximum time frames for Amex to post points by. The dates should probably be the maximum time stated in their terms and conditions (10 weeks?) + maybe 1 week allowance.

I understand from reading many (but not all ) of the 4000+ posts that many people are receiving points very late, or not at all since September, and many have been unfairly moved to a different program and hence are not earning the points made in the initial offer.

My question is - has anyone opened a case with FSO purely on the basis of late payment? I have been assured four times by Amex I am on the original 5T/5K scheme, but have not received points for over 14 weeks (I reported in an earlier post that I was given "firm" date of mid-Jan). I wouldn't generally be too concerned, but there have been a number of suggestions this is a stalling practice rather than a genuine "processing lag". So, I 'm trying to determine if I have a valid case against Amex and whether anyone has made a complaint based on the delay in paying bonus points?

 

[lovetravellingoz]

Ok a reminder on the T&C:

How long will it take for the bonus points to be credited to my account?
Once Cardmembers have made the required number of eligible transactions they should allow up to 10 weeks for their bonus points to be credited to their account. Points may be credited sooner, however this cannot be guaranteed.

Now that is pretty clear...and pretty black and white I would have thought.

Today is December 20...so ALL points earnt upto Oct 11 should be in people accounts NOW.

They are not.

Amex are not honouring the T&C.

It is not just incumbent on us the members to honour the T&C...but Amex too.

Indeed with Amex it should be more so as it is their campaign and they are a huge multinational with ample resources.

They have the hide to write to cardmembers about the "spirit" of the promo...but obviously have no intention to show any good "spirit" themselves.