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So after not hearing back, I rang back and the person looked through the notes and told me that they'd checked my account. They said it was to do with the 'Let Qantas Reward Me Bonus' and the negative was just me 'catching up'. I had to explain quite a few times that no matter what mistake they've made I shouldn't ever start a year on negative points. The agent is checking again and will call me back. I can't quiet grasp why the concept that I should start a year on zero instead of negative is so hard for them to grasp, and how they can try to insist that it's correct.