Dispute with Citibank, incorrect reward points.

[pottsy]

I am in dispute with Citibank re: the amount of points for a particular statement period. One transaction alone was $6297 to a travel agent. The reward points in total for that statement period were 4200.
As it is impossible to contact directly with rewards, I am told by (the poor) in between people that rewards have investigated and there is no fault. When I say they are incorrect, they say they will pass it on again, to rewards team for investigation and the roundabout continues!
Any suggestions how/where to take this further, welcome please? It is the only time I have checked and if it wasn't for the amount involved I wouldn't have known. HELP!

 

[CaptJCool]

Do tell

 

[Cynicor]

You’ve made your one formal complaint: why waste time?
Just go to afca and detail the issue and the remediation requested

 

[CaptJCool]

So two things appear to happen with Citibank

If you place your account into credit by paying in advance there seems to be zero rewards points for doing so

The other is I suspect most accounts are given 0.5 points per $ spend. If so 4,200 would be an $8,400 spend

 

[MELso]

I am in dispute with Citibank re: the amount of points for a particular statement period. One transaction alone was $6297 to a travel agent. The reward points in total for that statement period were 4200.
As it is impossible to contact directly with rewards, I am told by (the poor) in between people that rewards have investigated and there is no fault. When I say they are incorrect, they say they will pass it on again, to rewards team for investigation and the roundabout continues!
Any suggestions how/where to take this further, welcome please? It is the only time I have checked and if it wasn't for the amount involved I wouldn't have known. HELP!

Did you have any large refunds post that month?

Also, are you earning Citi points (1 per $1) or Qantas (0.5 per $1)?

 

[pottsy]

So two things appear to happen with Citibank

If you place your account into credit by paying in advance there seems to be zero rewards points for doing so

The other is I suspect most accounts are given 0.5 points per $ spend. If so 4,200 would be an $8,400 spend

Thanks for your reply, appreciated. If you understand it, could you decipher the following attachment please? Forgive my ignorance but aren't all transactions 'online', therefore eligible for 1 point per dollar spend? Eg: I buy a coffee, supermarket shop (then tap and pay with credit card)? If I am correct in that assumption, what transactions would then fall under 0.5 per dollar spend?

 

[pottsy]

Did you have any large refunds post that month?

Also, are you earning Citi points (1 per $1) or Qantas (0.5 per $1)?

Thanks for reply. Aren't most things eligible for 1 point per dollar spend though? (See attached). Eg: I buy a coffee, supermarket shop, (then tap and pay)? Is that not considered to be 'online'? If so, what type of transaction then falls under the 0.5 point per dollar spend? Be grateful for any insight.

 

[oz_mark]

Thanks for your reply, appreciated. If you understand it, could you decipher the following attachment please? Forgive my ignorance but aren't all transactions 'online', therefore eligible for 1 point per dollar spend? Eg: I buy a coffee, supermarket shop (then tap and pay with credit card)? If I am correct in that assumption, what transactions would then fall under 0.5 per dollar spend?

There should be a definition which will be sonething like

Please note, a transaction qualifies as an Eligible Transaction made online
if it is made via the internet or a mobile application, which is
reflected as an online transaction by system indicators and
processed by the respective merchants/acquirers s an online

Under that, a tap and pay would not be online and therefore at the 0.5 per dollar.

 

[MEL_Traveller]

agree with oz_mark. Electronic or digital isn’t necessarily the same as ‘on line’.

 

[Dmac59]

Online Spend =1 points per $ Eligible Transaction
Domestic Spend = .5 point per $ Eligible Transaction

13.1 of Citi Rewards and Citi Qantas Rewards Program Terms and Conditions
Please note, a transaction qualifies as an Eligible Transaction made online if it is made via the internet or a mobile application, which is reflected as an online transaction by system indicators and processed by the respective merchants/acquirers as an online transaction through Visa/Mastercard networks. If a transaction with an online merchant is not classified as an online transaction by the card scheme, it will not be treated as an online transaction for calculating Points.

 

[CaptJCool]

And the one for one was for international transactions so they’d be looking at where the merchant is located

Was The travel agent in Australia ?

 

[Dmac59]

And if the Travel Agent was paid by Bpay or similar, this is an online exclusion and would revert to .5 earn rate.
1 Point per $1 spent on Eligible Transactions made online (excluding transactions made indirectly with the online merchants (e.g. through a third party provider such as BPAY and PayPal), mobile wallet or recurring payments)*

 

[pottsy]

There should be a definition which will be sonething like


Under that, a tap and pay would not be online and therefore at the 0.5 per dollar.

Thankyou, that has helped (the shrouded in secrecy) Cutibank definition and I have a clearer insight. Much appreciated.

Post automatically merged: Yesterday at 2:18 PM

And the one for one was for international transactions so they’d be looking at where the merchant is located

Was The travel agent in Australia ?

Australia, I quoted my credit card details over the phone?

 

[pottsy]

And if the Travel Agent was paid by Bpay or similar, this is an online exclusion and would revert to .5 earn rate.
1 Point per $1 spent on Eligible Transactions made online (excluding transactions made indirectly with the online merchants (e.g. through a third party provider such as BPAY and PayPal), mobile wallet or recurring payments)*

Post automatically merged: Yesterday at 2:23 PM

I paid over the phone (quoting my credit card details) to a travel agent in Australia? So do you think 1 point per dollar or 0.5 point per dollar, please?

 

[Lynda2475]

Seems to be a poor QF points earn on this card. If you are looking to earn QF points faster you might want to consider getting the ANZ Black which does actually give 1 point per $ irrespective of whether its online or in person; and extra points for spend with QF.

Or the Amex Qantas Ultimate which give 1.25 points per $

 

[MELso]

Post automatically merged: Yesterday at 2:23 PM

I paid over the phone (quoting my credit card details) to a travel agent in Australia? So do you think 1 point per dollar or 0.5 point per dollar, please?

Definitely 0.5 points per dollar if you're earning Qantas points.

 

[CaptJCool]

Post automatically merged: Yesterday at 2:23 PM

I paid over the phone (quoting my credit card details) to a travel agent in Australia? So do you think 1 point per dollar or 0.5 point per dollar, please?

0.5

 

[Cynicor]

If you haven’t typed it into a website, it’s 0.5