NAB Qantas Signature 115k QF points for $395 AF - Pointhacks exclusive

[Fatherofpugs]

Got my bonus points with my second months statement

 

[Pegasus]

When was the spend completed?

spent over the 4 k first month , spent over 1 k second month .

 

[Pegasus]

Well i just got off the phone to an NAB operator . Initially she tried to tell me that i had to wait 90 days . Then after some discussion she decided that no it was in fact that my qantas details hadn’t been updated . This being despite them putting normal spend points in ok . What tha ... .... Anyway , she reckons they will go in on next statement now .

 

[mick]

Still no bonus points for me . Spend points have been put through , so presume qantas details are fine . Will need to contact them again obviously

I am having similar issues but haven't had any ordinary points post, either - now on the third month. Called NAB last month and they said that my QFF details had my first and last name around the wrong way, so they "fixed it" and said that all my points would appear in my next statement run. Well, surprise, surprise, none of that is true. Looks like another call to NAB is necessary...

 

[Pegasus]

I am having similar issues but haven't had any ordinary points post, either - now on the third month. Called NAB last month and they said that my QFF details had my first and last name around the wrong way, so they "fixed it" and said that all my points would appear in my next statement run. Well, surprise, surprise, none of that is true. Looks like another call to NAB is necessary...

crazy bad service huh

 

[kpc]

Well just got my latest statement and this is the statement I was told I will get my 115K points....nothing yet!!!

 

[tricky1337]

Got my 3rd statement on Friday. No 115k yet either (spend done early in 2nd month).

No normal spend points have been posted to my account for any of the 1st 3 statements. They've told me before both the 2nd and 3rd statements that issues have been fixed and my QFF account details are correct. Time for another call to NAB...

 

[Pegasus]

s

Got my 3rd statement on Friday. No 115k yet either (spend done early in 2nd month).

No normal spend points have been posted to my account for any of the 1st 3 statements. They've told me before both the 2nd and 3rd statements that issues have been fixed and my QFF account details are correct. Time for another call to NAB...

did they mention the 90 day after meeting spend ?

 

[tricky1337]

s
did they mention the 90 day after meeting spend ?

I have haven't mentioned the bonus not posting yet (given the 90 day wait on that). I've been chasing them on the fact that no regular points at all have posted to my account.

 

[Ken1]

I applied for the QFF Signature card in June and received my first statement in early July. The points (2200) have still not posted and I have called NAB every week since then and am being told it has been escalated. I have been told that this has happened to quite a few people.

I received the second statement yesterday and it shows the 100,000 bonus points as well as 2300 points, although the spend on that statement was $4100 so have received 1800 points less than I should have. (I didn't apply through Point Hacks so only got the 100,000 points.) This morning the 102,300 points from the second statement posted to my QFF account but I am still waiting on the 2200 points from the first statement and the missing 1800 points from the second statement. I phoned again today and was told that it has been escalated and that I have to wait until they come through as they cannot do a manual adjustment. I was also told that others have also had incorrect number of points credited.

I posted this on August 9, the day I last spoke to the NAB Loyalty team, and have still not received any points from the first statement or the missing points from the second statement although as I mentioned earlier the bonus points did come though on the second statement. I have just phoned them again and have been told that there is a prolonged delay with the allocation of points that is affecting not just me but the majority of our customers. She told me that the reason for this is that they have "recently migrated to a new Rewards platform" and that they are "still working on having the points problem fixed but it could be several more weeks".

 

[Pierre_a]

My own comical saga continues.

Subsequent to my telephone call with NAB on 15th August where I was advised my points would come in the October statement I composed a complaint through the secure messaging portal. In the complaint I outlined they were in breach of their own terms.

After three days, and in accordance with their terms of service, NAB duly responded. Unfortunately the response from NAB was a blank message. Not very helpful.

Searching for an answer I called NAB again who were able only to direct me to raise a complaint with their 'resolutions line'. To their credit the people on the 'resolutions line' said they were unable to provide a date for resolving the issue as they were still problem solving the issue. They did however credit me $100 immediately for my trouble. I considered pushing for full fee refund however I am keeping that up my sleeve as a resolution for their impending failure to deliver the bonus points within their Terms.

 

[N860CR]

My own comical saga continues.

Subsequent to my telephone call with NAB on 15th August where I was advised my points would come in the October statement I composed a complaint through the secure messaging portal. In the complaint I outlined they were in breach of their own terms.

After three days, and in accordance with their terms of service, NAB duly responded. Unfortunately the response from NAB was a blank message. Not very helpful.

Searching for an answer I called NAB again who were able only to direct me to raise a complaint with their 'resolutions line'. To their credit the people on the 'resolutions line' said they were unable to provide a date for resolving the issue as they were still problem solving the issue. They did however credit me $100 immediately for my trouble. I considered pushing for full fee refund however I am keeping that up my sleeve as a resolution for their impending failure to deliver the bonus points within their Terms.

Similar to my saga.

Secure message sent in July, response said "not our problem". Tried following up through FB, waste of time as they did nothing. Formal complaint lodged early July. Letter in the mail received approx July 15 acknowledging receipt (signed by the case manager). Nothing heard for weeks. Sent the case manager an email about 4 weeks after getting her letter, it was ignored. Followed up a week later via FB, no response. Followed up a few days later via FB and said I need a response today or It'll go to the FOS. Funnily enough, the case manager responds. No explanation, but said the points I am owed from June should appear on my statement dated 6 October. Odd given my statements are issued on the 19th. Said I had met the spend criteria for the "155,000 bonus points" and I should expect them in October also in accordance with the 90 day wait. Didn't even acknowledge that there was some kind of issue. She did say it was "unprofessional and unacceptable" that the previous case manager didn't contact me. Odd given that person was, in fact, her. Ended the email with "we will have to compensate you, what do you want?". Hit her up for a double signon bonus (115 or 155k, depending on what she believes it is). Again, no response! Have followed up via FB today and they claim to be "speaking with the team".

I really didn't think one of the majors could be this bad!

 

[RoMambai]

Compared with the trevails of some here, I was having an ok run. The first 2 months' points came through on time (no bonus though) and I had only a few hundred points on the third statement to follow (I'd reached the qualifying spend so I hardly use it). So statement day arrives and nothing. I wait one week and still no sign. I'd normally not be bothered by such a piddly amount but when I read on earlier posts that NAB were reimbursing the annual fee I pounced. I sent a harshly worded secure email exagerating my plight et voila, received a response a few days later reimbursing me the $395. Not a bad return for 10 minutes of my time.

 

[N860CR]

As a follow up to mine, the case manager hasn’t responded (a week and a half later).

I’ll send it off to the FOS.

 

[kpc]

As a follow up to mine, the case manager hasn’t responded (a week and a half later).

I’ll send it off to the FOS.

I'm in the process of lodging a complaint with FOS.....everyone should as it hurts NAB by costing them $$.
edit: .

Thank you for submitting your dispute to FOS Australia. Please find a copy attached..

PS: took about 30 minutes, and really was quite easy and straightforward! Tips: have all your documents ready for uploading, suggest writing your comments in a word document (so you can spell check etc) and just copy and paste into the online form If NAB receive a flood of FOS complaints, they might try and fix this problem.....

https://www.fos.org.au/resolving-disputes/before-you-lodge-a-dispute/

 

[N860CR]

The only thing that was holding me off doing it was that the case manager had sent a very ambiguous “we will need to compensate you” email. I thought I’d try that first. The FOS will eventually resolve the problem, but they won’t compensate you (despite the fact that you are the one party out of the three who is giving their time for free).

 

[kpc]

The only thing that was holding me off doing it was that the case manager had sent a very ambiguous “we will need to compensate you” email. I thought I’d try that first. The FOS will eventually resolve the problem, but they won’t compensate you (despite the fact that you are the one party out of the three who is giving their time for free).

FOS actually ask you what compensation you want

 

[N860CR]

Yes but it needs to represent an actual loss. I’ve played this game plenty of times. When you say “give me xx_ because they wasted so much of my time” the FOS will happily say “nope, can’t do it”.

You’ll want to hope it doesn’t go to an actual FOS resolution, as it usually goes the way of the bank. The trick is, when this is first sent to the escalations person at the bank (the first stage of the process before the FOS even looks at it), to find a point where they’ll give you something that is justified to them to not have to pay the FOSs fees for the next stage.

 

[kpc]

Ok. Let's see what happens. I''ve waited 2 months with nothing! So anything is a win

 

[N860CR]

Fingers crossed! Half the battle is finding someone competent at the bank. The people at escalations have a good motivation to fix the problem (ie; avoiding more FOS fees)