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

[Dr Ralph]

No, StG 80k for $0 fee is better .

OP was asking about NAB.

 

[TahoeSkier]

OP was asking about NAB.

This, cheers

You are generally the oracle, Doc. Any 'better' options on this card at present?

 

[Dr Ralph]

This, cheers

You are generally the oracle, Doc. Any 'better' options on this card at present?

Im no priest, but not that I am aware of. I didn't answer your original question for that reason. It's possible someone else has seen something though.

 

[RoMambai]

Im no priest

That may be so but some of your redemptions have bordered on the miraculous.

 

[Dr Ralph]

That may be so but some of your redemptions have bordered on the miraculous.

I've listened and learned from some generous AFF member contributions over the past 5 years.

 

[woodyren]

Just applied and have been approved for this card. The application was long and required many phone calls and escalation to supervisors to move the process along. Hold times of around 30 minutes not uncommon and on a few occasions I just gave up and tried later.

Towards the end a supervisor pushed things along a little and called me back a few times to update me on status of application.

On the last call I broached the prospect of compensation for the amount of times I had to follow up to move things forward. Supervisor said she would raise the issue with the resolutions team who would call me back within 48 hours.

Received a call with an offer to waive the $295 AF. Happily accepted.

I have found NAB to be a little under par with meeting their T&C's and initial customer service at times BUT I will say from my personal experience they have always stepped up to the plate with offers of compensation when they fall short.

 

[SteveLL]

Just applied and have been approved for this card. The application was long and required many phone calls and escalation to supervisors to move the process along. Hold times of around 30 minutes not uncommon and on a few occasions I just gave up and tried later.

Towards the end a supervisor pushed things along a little and called me back a few times to update me on status of application.

On the last call I broached the prospect of compensation for the amount of times I had to follow up to move things forward. Supervisor said she would raise the issue with the resolutions team who would call me back within 48 hours.

Received a call with an offer to waive the $295 AF. Happily accepted.

I have found NAB to be a little under par with meeting their T&C's and initial customer service at times BUT I will say from my personal experience they have always stepped up to the plate with offers of compensation when they fall short.

Agree with the sentiment. My points are still not right for the card I applied in July. However I have received compensations in the form of cash, points and annual fee waiver along the way. The saga continues

 

[99Luft]

After some months of a lack of NAB response from multiple attempts I escalated to AFCA. Like others have experinced, I was contacted within 24 hours and the bank issued compensation in a week. Transparency and accountability works!

 

[TahoeSkier]

Hi brains trust - seeking some advice/direction on behalf of a relative who applied for this card and has had a truly horrible experience at the hands of NAB. Apologies in advance for the essay!

Background - relative is high income, zero debt, never declined credit, never holds more than 1-2 cards at once. Dream applicant really.

-Applied for this card online, and never received any response
-Called to query this, was told no application could be found, so instead completed an application over the phone
-Received a letter stating application declined
-No application ref # on letter, so we have no idea whether this letter referred to the first or second attempt to apply

Called to query this, and various departments would give no further information on why, hours spent on phone being hand balled for no result. Eventually escalated to someone who hinted at a small oversight on the application that might have been the issue and encouraged her to re apply.

She re applied, but had issues uploading her identity documents via the portal, so instead visited a branch to supply the docs and complete the application. Branch manager pulled up the application, and noticed a host of issues. Multiple profiles due to the total of three application attempts, red flags, and even a 'potential fraud' issue - amazing! He said that latest application that she was in branch to complete had been flagged/frozen. He was extremely apologetic as he could see it was a genuine application being made by a solid candidate, and called a direct contact at NAB and put my relative on the phone to seek a resolution. Given her 'current' application had been red flagged, he completed ANOTHER new application with her over the phone, and escalated to his manager for advice. The advice was - this application would also be declined, so was not completed.

He suggested to my relative that she escalate to the complaints dept, and initiated a 'case' on the issue. Complaints dept then got back to her, saying the application didn't meet their lending criteria. She was also told that at that point, she had THREE declines against her name for this card, and should:

-Check her credit rating via Equifax
-Escalate further if she feels she has received poor advice along the way, by contacting 'NAB Resolve'
-Reference to AFCA if she wishes to escalate even further
-Not apply for any CC for at least three months

She's been stuffed around enormously, purely whilst trying to receive further information on the initial decline. The bank encouraged her to apply again, which led to a second decline. The bank now advises her they can see THREE declines on their system, which suggests the initial application that "couldn't be found" did in fact go through, and was also declined.

She's furious, exhausted, and very upset about having three declines out of this process, and is seemingly now in a position where she can't apply for any new CC in the near future.

Is if AFCA time?

Apologies for the long post.

 

[Dr Ralph]

What exactly does your friend now want?

Has your friend ever clearly articulated this to the bank.

It's not appropriate to go to AFCA until you've given the bank a chance to resolve a problem. It's not clear that this has happened because it's not clear exactly what your friend wants. And AFCA can't simply tell a bank to approve an application.

 

[TahoeSkier]

What exactly does your friend now want?

Has your friend ever clearly articulated this to the bank.

It's not appropriate to go to AFCA until you've given the bank a chance to resolve a problem. It's not clear that this has happened because it's not clear exactly what your friend wants. And AFCA can't simply tell a bank to approve an application.

Yes good call.

Her initial desire was to simply clarify the reason for the initial decline. Over the course of trying to find out, she's had applications go missing, has been encouraged to reapply, and now has three declines against her name for her troubles.

She's done everything asked of her, and now is in a position where she not only has zero result with NAB, but seemingly can't apply for any other cards now too!

At this point, she wants the declines wiped so she can move on. If the initial decline was a valid one, she can't really do much about that, but that has snowballed into three, due to the poor advice of the bank.

Would 'NAB Resolve' be the best avenue?

 

[Dr Ralph]

Yes. Make exactly what you want clear.

 

[TahoeSkier]

Yes. Make exactly what you want clear.

Will pursue.

Are the banks obligated/able to explain why it was you were declined?

 

[Dr Ralph]

Will pursue.

Are the banks obligated/able to explain why it was you were declined?

Can explain yes. Obliged? A general did not meet criteria would suffice.

 

[Kangol]

Does anyone here have a copy of a letter template sent to banks when they do not pay the bonus by the day stipulated in the terms?

I have one potential coming up. Free points as compensation are always good to have.

What if the system credits the bonus after the cutoff date but before the customer team replies to you?

 

[33kft]

Can explain yes. Obliged? A general did not meet criteria would suffice.

It is the exact opposite of an obligation, from first hand knowledge (having had to do frontline staff training courses in a past life despite not being anywhere near frontline bank service).

Bank staff must not tip off potential fraudsters on which part of their application is triggering a rejection, this would just enable them to adjust these details and evade detection. This is considered abetting fraud and is a serious concern for banks, hence an obligation for staff to often obsfucate the exact reasoning for an application being held up and offer only general guidance. The bank staff themselves may only see general information as a mechanism to avoid this risk, and different staff may have different levels of access hence the difference in advice given by different bank staff.

Banking customers do have the right to request information held about them by a bank, and the right to request that details be amended if they are incorrect: Privacy policy | Australian Banking Association

That said, a financial institute can't be compelled to offer finance as @Dr Ralph has pointed out. It is entirely possible that OP's relative may be denied finance based on the bank's assessment, even if it seems as though it's an open and shut case.

 

[TahoeSkier]

Yes. Make exactly what you want clear.

Ok update - she got onto NAB resolve today. Explained the background/timeline of events, and made her two desired outcome options clear.

NAB informed her that the only possibility (and not even definite) was to log a case, and attempt to have the 3x declines cleared, which may take up to 30 days.

In the interim, she sourced an Equifax credit report, which only shows 1x credit enquiry with NAB this year. Is it possible the 3x declines are only an 'internal NAB figure' and externally, it only shows as one enquiry given it was for the same product? Equifax report clearly shows just the one NAB enquiry.

Given the above, would she have any reason not to apply for a card somewhere else now?

 

[33kft]

It is not at all unusual that there was only 1 hard credit enquiry for those 3 applications to the same institution.

It should not be a significant barrier when applying to another institution, it is just a single enquiry.

You might not have much luck getting it removed by NAB though, as it wasn't done in error, ie it was a legitimate enquiry off the back of an application which was unsuccessful. I don't believe you have a case for them to withdraw the enquiry.

 

[33kft]

As for the rejection, only NAB knows about it. One may potentially surmise it was declined by seeing the enquiry without an associated credit account but that is no more than a guess, CCR data is both spotty and lagged in my experience and other scenarios include your friend declining the offer, the account having been closed, etc.

Recent experiences suggest that your friend may be asked about recent enquiries when applying for cards. I have not had this experience yet, so I don't have any specific advice on how to respond.