Earth Plat.. what the! Points don't add up

[medhead]

Thanks for the useful posts.

I called again today and was told I get two points per dollar spent and then I get the third point per dollar at the end of the month when the next statement is issued.

We'll see...

Excellent. That's much better than waiting until April next year. They might have fixed the mistake.

Thanks for the info.

 

[Exff]

I called Westpac about this as well today. Spoke to Platinum Service and the woman was unhelpful. I think she suggested that she had spoken to other people who had made the same complaint. She then said she would have to transfer me. I thought she was telling me that I would have to be transferred to a section that dealt with Qantas FF points. What she was actually telling me was that she was transferring me to Qantas.

I called the Earth No that I saw somebody else post (1300 762 284). I spoke to one person, was told I would have to be transferred to somebody else, spoke to somebody else who was not in the Earth section but who said that I was the third call they had taken today about the 2 rather than 3 point issue, was then transferred back to Earth (and had to go through the automated system at the beginning again) spoke to somebody else who told me they had never heard of this issue before, was transferred to another person who also repeated that this was the first time they had ever heard of this issue and my special case would have to be investigated and so they would put me through to complaints. I sat on hold for about five minutes and then my secretary and I performed a comical game of phone line tag that ended with Earth accidentally being hung up on.

So I tried again through the Earth No. Was put through to somebody "senior" who was quite helpful. He said he would need to log it as a complaint for investigation. I asked if this was a common problem. A bit of mumbling and I suggested that this was being reported online and if it was just something that was a general problem that Westpac would fix in due course I didn't see the need to go through the complaints process. He indicated that there had been other complaints but that it was not happening to everybody and therefore my case would need to be investigated by complaints to work out why points weren't going through for me. He told me I would have a response in five days (I think that was business days).

I'm not sure whether I believe that this is not a general problem. I'll report back on the response I get.

Has anyone had the further points appear later?

 

[straitman]

Excellent. That's much better than waiting until April next year. They might have fixed the mistake.

Thanks for the info.

medhead,

I believe that this post highlights what I was trying to get at. Whilst my comment was not aimed at anyone in particular I'm still constantly amazed when people believe the seemingly random comments from the AMEX phone reps over what is written in the T&C.

 

[medhead]

medhead,

I believe that this post highlights what I was trying to get at. Whilst my comment was not aimed at anyone in particular I'm still constantly amazed when people believe the seemingly random comments from the AMEX phone reps over what is written in the T&C.

Well maybe that is a probalem and I'm certainly amazed at the number of people on forums such as whirlpool who appear to be completely ignorant of telecommunications T&C.

However, there seems to be >95% T&C awareness on AFF. In this thread in particular, no one seems to have believed random claims by CSR, despite passing on the info that CSRs have provided. In particular I didn't challenge the random claims because I knew that I still hadn't passed the 6 weeks.

In any case, due to all the great info here the first steps seems to be to wait for the next statement and then claim the missing points if they don't turn up.

BTW I think most of us are dealing with Earth or westpac call centers not amex. Or do amex run the earth call center.

 

[Mox_Fulder]

I called the Earth No that I saw somebody else post (1300 762 284). I spoke to one person, was told I would have to be transferred to somebody else, spoke to somebody else who was not in the Earth section but who said that I was the third call they had taken today about the 2 rather than 3 point issue, was then transferred back to Earth (and had to go through the automated system at the beginning again) spoke to somebody else who told me they had never heard of this issue before, was transferred to another person who also repeated that this was the first time they had ever heard of this issue and my special case would have to be investigated and so they would put me through to complaints. I sat on hold for about five minutes and then my secretary and I performed a comical game of phone line tag that ended with Earth accidentally being hung up on.

Hmmm...what ever happened to Westpac's Ask Once policy ?

Will certainly be keeping an eye on next month's statements to see if the missing points turn up...

 

[oz_mark]

i

Hmmm...what ever happened to Westpac's Ask Once policy ?

Will certainly be keeping an eye on next month's statements to see if the missing points turn up...

In my experience lodging a complaint through their web page https://www.westpac.com.au/Forms/single_page_forms.nsf/f_customerServiceFeedbackServiceProblem
usually gets someone focussed on the problem. Takes a few days, but havealways got results.

 

[lovetravellingoz]

i

In my experience lodging a complaint through their web page https://www.westpac.com.au/Forms/single_page_forms.nsf/f_customerServiceFeedbackServiceProblem
usually gets someone focussed on the problem. Takes a few days, but havealways got results.

Thanks.

I have done so now.

I suggest others do too...as numbers may assist in speding things up.

 

[albatross710]

In my experience lodging a complaint through their web page https://www.westpac.com.au/Forms/single_page_forms.nsf/f_customerServiceFeedbackServiceProblem
usually gets someone focussed on the problem. Takes a few days, but havealways got results.

Earlier this year when I was gong through the Westpac hoops trying to get them to credit the bonus points at that time I ended up going through their 'complaints' process. It seems that the complaints process put me in contact with people in Westpac (I think EDS operated their call centres at that time). Still took a few more times for ME to read to THEM their own T&Cs.

 

[oz_mark]

Earlier this year when I was gong through the Westpac hoops trying to get them to credit the bonus points at that time I ended up going through their 'complaints' process. It seems that the complaints process put me in contact with people in Westpac (I think EDS operated their call centres at that time). Still took a few more times for ME to read to THEM their own T&Cs.

I thionk you may be right that the complaints process gets to someone in Westpac. I have always been able to resolve a problem within a week or so once into the compalints process.

 

[lovetravellingoz]

i

In my experience lodging a complaint through their web page https://www.westpac.com.au/Forms/single_page_forms.nsf/f_customerServiceFeedbackServiceProblem
usually gets someone focussed on the problem. Takes a few days, but havealways got results.

Thanks Oz-Mark

It worked like a treat....and truly great service from Westpac. So Westpac take a bow

They rang me today...and then sent a confirming email:

Dear Mr xx_xx_xx

Our Reference Number xx_xx_X

I refer to your concern raised regarding your Earth Credit Card and the missing points from your Qantas account.


Firstly, please accept our apologies for the inconvenience caused. Thank you for taking the time to inform us of your concerns.

As you had taken up the Earth Platinum card during a period where there had been an offer of 3 points per dollar, you have since found that the points which you have received only add up to two points per dollar.

For the duration of the promotion you will find that you will receive two allocations of points per month. The first allocation of points will equate to 2 points per dollar for the American Express card spend and the second allocation of points will be at the end of each month where you will receive the remaining points balance, this being one point per dollar.

I trust I have addressed your concerns, should you have any problems with this matter, I can be contacted from 8:30am to 5:00pm Monday to Friday 1300 130 206 extension 14034.

Yours sincerely


They also confirmed on the phone that I would get the extra points within two weeks.

 

[Exff]

For the duration of the promotion you will find that you will receive two allocations of points per month. The first allocation of points will equate to 2 points per dollar for the American Express card spend and the second allocation of points will be at the end of each month where you will receive the remaining points balance, this being one point per dollar.

I spoke to someone from Complaints yesterday. They told me the same thing: third point expected within 2 weeks of the end of cycle but definitely by the end of each month.

 

[Gold Member]

Folks, I am pleased to advise that as of today I have now received my 20K signup bonus as well as the outstanding (1:1) billing cycle points (part of 3:1). I can confirm that a colleague of mine has also received the same today.

Trust you all have the same outcome in the coming days.

 

[futago flyer]

I got my bonus today and the outstanding points! Very happy.

 

[Kazda]

I've had a Earth card for a year now, and I can confirm that the points cycle is exactly the same as the billing cycle, with the points being applied to my QFF account the day after the statement end date.

I've also just applied for and received the Earth Platnium card, so I will eagerly await my 1st lot of points to see if the 3pts per $ spend is being applied for all the Amex purchases.

Well I just received my 1st statement for my Platnium card and points allocation to QFF acc, and I guess I expected to have points allocated wrong after reading the other posts...however....
unlike others who reported receiving only 2 points per $ spend for Amex purchases on their card (instead of the promo 3 pts), the points I received don't equate to 3, 2 or even 1.5pts per $ spend.

Amex spend of $1695.00 (should be 5085 pts) but only received 2969 pts.
However the points I received on my Mastercard spend were allocated the correct amount of 1/2 pt per $ spend. (apart from not getting points for a bill paid by bpay charged to my mastercard for which I thought I would get points)

I emailed Westpac customer service 2 days ago (as per other posts here advise) but still waiting on an answer.

If they were/had to get it wrong, I wish they had applied 2 pts per $1 spend with the remaining 1pt to follow at the end of the month as others had reported being the case with them, the points allocation I have received is too hard for me to work out where they went wrong.

Have any others received a strange allocation of points under the 3pts per $ spend promo (not including the 2 points per dollar that most seem to be wrongly getting)

Karen

 

[medhead]

I can't say I've had anything that strange. It seems that they are crediting the 2 points as per the normal cycle and they've fixed up the extra 1 point per $1 by doing an extra monthly credit.

However, I noticed that when I got the credit for the extra point (and the 20000 promo) this month they only credited me for my spend up to the end of October

In case this is not clear:
I had about $1500 on my November statement and got about 3000 points with the statement. I got about 21000 credited later and the about 1000 equaled my spend upto 30 October.

I'm not sure how that would fit with what you got, but it might be worth considering.

 

[Mox_Fulder]

Amex spend of $1695.00 (should be 5085 pts) but only received 2969 pts.
However the points I received on my Mastercard spend were allocated the correct amount of 1/2 pt per $ spend. (apart from not getting points for a bill paid by bpay charged to my mastercard for which I thought I would get points)

Karen

Is there any reason why bills paid by BPAY do not qualify for points ? I just realised my bills paid using mastercard via BPAY did not have points allocated to them. I had assume Westpac has also miscalculated the MC points as well as the Amex.

I still have not received my additional point from Amex and also waiting on the 20000 bonus. Will give them a couple more days before I send them a mail.

Doh !
Just going thru the T&Cs..Point 15.4

When don’t you earn Points?
BPAY payments; i.e. bill payments and other
payments made through the BPAY Electronic
Payments Scheme.

 

[Kazda]

I can't say I've had anything that strange. It seems that they are crediting the 2 points as per the normal cycle and they've fixed up the extra 1 point per $1 by doing an extra monthly credit.

However, I noticed that when I got the credit for the extra point (and the 20000 promo) this month they only credited me for my spend up to the end of October

In case this is not clear:
I had about $1500 on my November statement and got about 3000 points with the statement. I got about 21000 credited later and the about 1000 equaled my spend upto 30 October.

I'm not sure how that would fit with what you got, but it might be worth considering.

Thanks for your reply.
My statement period runs from 23 Oct to 23 Nov, with my first card transaction being on 6th November and the last on 20 Nov.

I haven't received the 20000 pts yet, as 6-8 weeks have not passed since my 1st transaction. (as per terms and conditions)

I've done alot of calculations EG trying to work out if they haven't allocated points yet for some transactions that were toward end of statement period, but nothing adds up.

Guess I'll have to wait until Westpac CS get back to me.

 

[Kazda]

Is there any reason why bills paid by BPAY do not qualify for points ? I just realised my bills paid using mastercard via BPAY did not have points allocated to them. I had assume Westpac has also miscalculated the MC points as well as the Amex.

I still have not received my additional point from Amex and also waiting on the 20000 bonus. Will give them a couple more days before I send them a mail.

This reply comes c/- Ozmark's post under another thread...refer to last point
(sorry don't know how to link to another thread)

Quote:

15.4 When don’t you earn Points?
(a) Points are not earned in respect of the following
amounts that may be charged to the Card Account:
n
government charges (other than GST payable in
connection with the purchase of goods or
services on which you earn Points);​

n
interest and other Bank fees and charges
(including any GST payable on any of these);​

n
Cash Advances;​

n
any spend deemed by Westpac to be for
business purposes, which includes, but is not
limited to, transactions that relate to the
conduct of a business, use of your Card to
make purchases that are business-related
(including any expenditure of a personal
business nature) or use of your Card to
purchase goods or services that are not used
wholly or predominantly for personal, domestic
or household purposes;​

n
balance transfers;​

n
BPAY payments; i.e. bill payments and other
payments made through the BPAY Electronic​

Payments Scheme.

 

[futago flyer]

Oops.. I thought I had all the third points allocated... however like medhead, I only had the third point allocated for transactions to the end of October.. November didn't come through.

I've emailed complaints re: missing points for these transactions and will report back.

 

[Kazda]

Copied from another post reply I made as there are a few posts going at the moment re incorrect Earth Platinum points allocations

Hi
I've just got off the phone from Westpac Earth Amex about my points which don't up add to the 3 points per $ spend as the the promo. The reason for my compaint was that I was not even getting 2 points per spend as reported by members in other posts.

Firstly I put in a complaint via their website last week and I was issued a reference number along with a contact number (which I rang today).

I was advised by a very informative CS officer that everybody on a Earth Platinum card was getting 2 points per $ spend for purchases up till 13 November, with the remaining 1 promo point to follow the following month.

This has since changed.
Platinum card holders will now get the standard 1.5 points per spend for all purchases showing on their statement from 13 November onwards to their QFF account a few days after stmt end date (as normal) .....with the remaining 1.5 points awarded under the promo campaign to follow about 4 weeks later.
Previously it was 2 points per spend with the remaining 1 point to follow.

This change came into effect from 13 Nov. So if your like me and had a statement which was part under old scheme and part after 13 Nov your points allocation won't 'add-up' unless the take the above into account.

I was advised that the promo additional points per spend isn't worked out by computer - but manually by spreadsheet calculations taken from your statement spending, hence the 4-6 week wait for the additional 1.5 campaign points to hit your QFF account.


Regards
kazda