Qantas bonus points not posting ( EDR CC )

[Pleb Status]

Issued a letter of demand and instituted action against HSBC with the FOS on Friday for the missing QF bonus points. As the complaint is already more than 45 days old without resolution, the FOS can start acting on the dispute immediately.

As the dispute will now go through HSBC directly, bypassing the incompetent Woolworths call centre, I hope the missing points will be credited in the near future.

After almost five months, the intervention of the FOS and HSBC and about 30 telephone calls all up, Woolworths have finally credited all of the missing QF bonus points to my QF FF account. An additional 1500 points was paid as 'compensation' for my trouble, which was less than 10% of the missing bonus points.

At every stage, Woolworths have been incompetent/negligent in their duty. Failing to act on instructions provided to them, failing to act on promises made by themselves and even failing to record telephone calls to their call centre are highlights of the Woolworths customer service experience. They are cheap at $89pa but are also very nasty (the TT of the credit card world).

After this experience, I have moved most transactions to the Bankwest QANTAS Platinum MasterCard. I will save the annual fee (was $99pa) in the foreign exchange surcharge exemption alone. This card also includes the various insurances etc that Woolworths does not.

 

[DeKa]

After almost five months, the intervention of the FOS and HSBC and about 30 telephone calls all up, Woolworths have finally credited all of the missing QF bonus points to my QF FF account. An additional 1500 points was paid as 'compensation' for my trouble, which was less than 10% of the missing bonus points.

At every stage, Woolworths have been incompetent/negligent in their duty. Failing to act on instructions provided to them, failing to act on promises made by themselves and even failing to record telephone calls to their call centre are highlights of the Woolworths customer service experience. They are cheap at $89pa but are also very nasty (the TT of the credit card world).

After this experience, I have moved most transactions to the Bankwest QANTAS Platinum MasterCard. I will save the annual fee (was $99pa) in the foreign exchange surcharge exemption alone. This card also includes the various insurances etc that Woolworths does not.

I might have to engage FOS soon too, but if I'm lucky your complaint will have sorted out their processes!

The Bankwest card doesn't earn double points with Qantas does it?

 

[Pleb Status]

I might have to engage FOS soon too, but if I'm lucky your complaint will have sorted out their processes!

The Bankwest card doesn't earn double points with Qantas does it?

No. The Bankwest card does not pay a bonus for QF purchases.

However, life is too short to spend hours trying to communicate with the fools at Woolworths. My time would be better utilised trying to demolish a concrete wall with my head! It would be less painful as well.

 

[drdpr]

After reading all the above comments on this thread, I checked all my statements and in particular last months ~4k$ spend with Q, you guessed it right, no 2x points. I called WoW money stating I have been reading on AFF there have been many complaints raised on awarding of bonus Q points. I was then told my Qantas EWOWCC only gives 1pt/$ spend, there is no bonus (Sound familiar). I then read back the T&Cs and pointed out to the small fact I have a little qantas symbol on my card surely indicating what I have. "May I speak with your supervisor please as no offense you have not been trained correctly". Can I call you back in one hour after I check. He actually did. Of course he apologised then proceeded to BS me that I had been awarded the bonus points. Funny I spent $7656 on my card for the month and I received 7655pts. Lets not fuss over the 1pt discretion in their favour. No bonus pts of course. It was then claimed I did receive the bonus as my statement had only ~$2700 in credit owing come end of the month on the statement, thus I must of received it to tally to this amount. What a genius you are. Actually I did a BPay deposit of 6k$ mid month as I had thought I might have another large bill to pay so would go over my cc limit. Short answer, it confirms they have absolutely no idea = I am expecting a call back tomorrow. Regardless I am going to call and terminate this card several months early for breach of contract. Screw them, we all have better things to do then chase a basic feature of a card marketed this way. Shame on Dhun Karai, Head of WoW Group Financial Services. This is pathetic!

 

[oz_mark]

After the phone call I received on 28th Feb, a whole bunch of points lobbed into my QFF account today. Given I had stopped using the card, pending its closure, I will need to do a reconciliation to see what they may be for, but at first glance the number of goodwill points may have been larger than they said!

 

[coles525]

Was on the phone to them (CC department) today for exactly 23.09 minutes (always good to keep a record!). Main reason was to try and get fee's/fines (late fees/interest) downgraded or ditched. The answer to that was nope, as it's only allowed once a year. My previous time was 6 months ago in September.

I then made comment/questioned (ie: followed up yet again!) why myself and 10,000+ other members have not been given their bonus points (bonus offer between Nov-Dec 2012), was happy to stay on hold for as long as it took ("take your time, I'll wait as long as needed").

He will follow it up with a return call with an answer (ie: fast tracked with higher up in the chain by tonight or tomorrow ish) as lady he spoke with says nothing still has been done.

He said (that she said!) she will fast track anything within the next day or so, as I've been waiting so long (and kept a record of previous followup calls with date / time / call length / spoke to / transferred to / so called outcome [meant to be by feb statement, NOT todays march statement] ).

Long story short:

May as well cancel the card in the next month (once debt has been fully paid / payout figure calculated), as they can't provide the loyalty (bonus points paid on time!), but they can provide the fee's if it's even just 1 day late!

Facts:

1) Overdue by exactly 7 days today ($1,732.60 being total bill)
2) "Interest for this statement purchases: $30.55" (Huh? please explain???)
3) "Interest for last statement purchases: $30.73" (I understand, I failed to pay the bill 2 weeks ago!)
4) "Late payment reminder fee: $35.00"

Sorry with all the cough / facts, but are they wrong with even some of the fees charged?

 

[coles525]

Update:

Guy I last spoke to finally rang back, he says all has been manually fixed.

I spent say $273.?? in transactions for the dec bonus points offer, so have given me 274 points.

As well, they have given an extra 500 points to compensate waiting / making contact last month, without the results going through.

shall now cancel the EDR card once it's paid in full.

 

[oz_mark]

1) Overdue by exactly 7 days today ($1,732.60 being total bill)
2) "Interest for this statement purchases: $30.55" (Huh? please explain???)
3) "Interest for last statement purchases: $30.73" (I understand, I failed to pay the bill 2 weeks ago!)
4) "Late payment reminder fee: $35.00"

That's pretty much how their interest and fee calculations work.

The $35 "reminder fee" seems a bit steep, but that is what is in their fee schedule...

One day late you likely would have only got the two interest fees charges

 

[DeKa]

I put the hard word on them today. I said I'm sick of you fobbing me off saying 'our banking partner is reviewing this'. I reinforced that this is their product and their advertising, so they need to resolve it.

I told them that over a month has passed since my first written compliant and recommended they sort it out within the next week or so before I go to the FOS.

 

[Pleb Status]

Although I have moved all my CC spend onto my Bankwest Platinum card, I had a single purchase last month for a QF flight which, for fun, I decided to put onto my EDRCC for the QF bonus points.

Despite being assured on numerous occasions that the QF bonus points issue had been resolved, I was not surprised when my statement arrived a few days ago with the single QF purchase and no bonus points to be seen.

It has now become some sort of preverse sport taunting the totally incompetent EDRCC staff on this issue and listening to them trying to come up with new excuses for their total incompetence. I have made another QF purchase on the card in the current month so I expect the comedy to continue next month.

I have nothing to lose at this stage as I would not have received the bonus points anyway if I had charged the QF purchases to another card.

 

[Deleted User]

Although I have moved all my CC spend onto my Bankwest Platinum card, I had a single purchase last month for a QF flight which, for fun, I decided to put onto my EDRCC for the QF bonus points.

Despite being assured on numerous occasions that the QF bonus points issue had been resolved, I was not surprised when my statement arrived a few days ago with the single QF purchase and no bonus points to be seen.

It has now become some sort of preverse sport taunting the totally incompetent EDRCC staff on this issue and listening to them trying to come up with new excuses for their total incompetence. I have made another QF purchase on the card in the current month so I expect the comedy to continue next month.

I have nothing to lose at this stage as I would not have received the bonus points anyway if I had charged the QF purchases to another card.

Perhaps a quick message to inform Qantas that they need to update their page to remove the erroneous statements they have on their webpage about this card. False advertisement for sure since they are advertising that one of their partners is offering something, when in fact they are not. I would not be surprised if Woolworths / HSBC are breaking the conditions of their partnership with the Qantas frequent flyer program.

Here is a link to the text on the Qantas webpage Frequent Flyer - Earning Points - Pay

Reading closely, I wonder if Qantas actually know that they are not getting the additional income from the "bonus" point for Qantas purchases as referred in their T&C's

I quote:

HSBC pays Qantas for Qantas Frequent Flyer points issued in relation to these cards.

So in effect, if they are not giving you the bonus points, then Qantas is missing out too... Somebody post this on their facebook page (I dont do facebook, otherwise I would) then see what happens...? Qantas are missing out on revenue from a contracted partner...sneaky, sneaky Perhaps even note on twitter might get some attention

The qantas disclaimer would cover their false advertisement on their webpage as per this statement

Qantas has made reasonable efforts to confirm with the applicable Card Partner as to the accuracy of information provided on this site but is not responsible for errors or omissions.

But I bet they don't know that they are missing out on $$$ because Woolworths / HSBC is not awarding bonus points

 

[oz_mark]

But I bet they don't know that they are missing out on $$$ because Woolworths / HSBC is not awarding bonus points

They do award them, but you have to fight for them.

 

[Deleted User]

They do award them, but you have to fight for them.

And if you dont, you miss out and so does Qantas.... hmmmm

In effect, the only winner here is WOW / HSBC, and typical for them too

 

[DeKa]

And if you dont, you miss out and so does Qantas.... hmmmm

In effect, the only winner here is WOW / HSBC, and typical for them too

I got a call back the other day saying they'd credit me about 6000 points. That's more than I spent, but let's wait for the next statement and see what shows up. I'm tempted to say nothing and take what they give me given I've wasted SO much time calling them.

 

[deejo77]

just chased my double QFF points again on this card.....................worse is there was a $300 payment at the counter that was made two weeks ago and is not showing up on the statement - now I have to chase that!!!!

 

[Pleb Status]

Another month goes by and more missing QF bonus points. The saga continues.

 

[Deleted User]

Another month goes by and more missing QF bonus points. The saga continues.

I think they are telling you to use a different card for Qantas purchases.... Honestly I gave up a while ago on bonus points with this mob since it's too hard to reconcile due to the way they process the bonus points and that it's not itemised on the statement...

Is there another card you can use to avoid all this pain...?

 

[Pleb Status]

I think they are telling you to use a different card for Qantas purchases.... Honestly I gave up a while ago on bonus points with this mob since it's too hard to reconcile due to the way they process the bonus points and that it's not itemised on the statement...

Is there another card you can use to avoid all this pain...?

It is now a comedy hearing the call centre staff squirm when they have to call me back after receiving my letter of demand. Their excuses are pure gold.

I only charge QF purchases to this card now so calculating the missing bonus points is easy.

 

[oz_mark]

Another month goes by and more missing QF bonus points. The saga continues.

I chose to exit from the sage.

 

[Aussie_flyer]

I chose to exit from the sage.

Same

All my Qantas purchases go through with my NAB Amex now, more points and despite one minor hassle when the merchant changed (which was fixed very quickly) , Qantas points posting fine.