Qantas Cash Card

[OzEire]

An update on my complaint to QFCash because my purchase was declined due to to insufficient funds, when there were sufficient (exactly the right amount) of funds available:

Dear OzEire,

Thank you for contacting us about your experience with Qantas Cash. We seek to ensure that all issues raised by our members are investigated and resolved in a timely manner. Following a review of your transaction history, I can see that your card was declined showing that our payment processor automatically declined this due to insufficient funds.

While I have not been able to find evidence of a fault with your Qantas Cash card or associated account, I would like to offer my sincere apologies for the frustration that the decline caused and I am sorry that Qantas Cash did not meet your expectations on this occasion.

I hope that the details provided above address your complaint satisfactorily.

So, in summary, "Dear sir, your card did not work because it didn't work, sorry about that." In so far as it "didn't meet my expectations", I guess that would be referring to the fact that QFCash took my money, kept some of it for themselves and then didn't let me spend the rest on what I wanted. Pretty fundamental expectation of a debit card I should think.

Probably up there with the most useless non-apologies in the history of customer service. Thanks QFCash, you're awesome.

 

[SeatBackForward]

An update on my complaint to QFCash because my purchase was declined due to to insufficient funds, when there were sufficient (exactly the right amount) of funds available:



So, in summary, "Dear sir, your card did not work because it didn't work, sorry about that." In so far as it "didn't meet my expectations", I guess that would be referring to the fact that QFCash took my money, kept some of it for themselves and then didn't let me spend the rest on what I wanted. Pretty fundamental expectation of a debit card I should think.

Probably up there with the most useless non-apologies in the history of customer service. Thanks QFCash, you're awesome.

That's pretty appalling, no solution offered or explanation as to how it won't happen again - merely restating the problem.

Need to reconsider my potential use of Qantas Cash in the UK next month.

 

[chelzmalee]

That's pretty appalling, no solution offered or explanation as to how it won't happen again - merely restating the problem.

Need to reconsider my potential use of Qantas Cash in the UK next month.

This seems to be a common theme. Rang the ATO last week for clarification on a client's account and the response was "Yeah I can see that. Not sure why."

I've stopped using QC regularly due to the slow load times, and now may reconsider using it OS too.

 

[CMA222]

Probably up there with the most useless non-apologies in the history of customer service. Thanks QFCash, you're awesome.

Exactly the same experience I had with QFCash. I had my issues repeated to me in writing at great length and then basically they said - now that it is resolved we take it you no longer wish to proceed with your complaint !! I tried to get an answer by pressing for an explanation of how my HK$ transactions were processed as AUS$'s (which caused a conversion from my US$ balance) while there were plenty of HK$'s available. It was resolved several days later by itself but they would not explain why it happened the way it did. My repeated fobbing off caused me to give up. Mission accomplished for QFCash.

 

[OATEK]

Got the supplementary PDS statement today. Particularly like the final change:

11. In clause 11, the heading “Card Security” is changed to

Must want to keep us guessing.

 

[opusman]

"Ability to change the PIN may be made in the future by such methods as we make available from time to time"

- not holding my breath then

 

[TheRealTMA]

"Ability to change the PIN may be made in the future by such methods as we make available from time to time"

- not holding my breath then

Yes this is complete cough. Every other card gives you the ability to change your pin to one of your own choice, either online or via a physical terminal. Come on Qantas Cash, move into the 21st C.

It's actually a security risk to have a supplier issued pin.

 

[badseed]

I've been giving it a go locally with a view to using it on my honeymoon starting at the end of the week. It really is just too unreliable. I too have had declines where there has been more than double the transaction cost in the AUD$ balance. It also really doesn't like the EFTPOS terminals on Myki machines.

Going with Citibank Plus (if it arrives in time), a bit of cash and my old 28 Degrees card for CC spend. Too hard to bother just for points.

 

[MEL_Traveller]

An update on my complaint to QFCash because my purchase was declined due to to insufficient funds, when there were sufficient (exactly the right amount) of funds available:



So, in summary, "Dear sir, your card did not work because it didn't work, sorry about that." In so far as it "didn't meet my expectations", I guess that would be referring to the fact that QFCash took my money, kept some of it for themselves and then didn't let me spend the rest on what I wanted. Pretty fundamental expectation of a debit card I should think.

Probably up there with the most useless non-apologies in the history of customer service. Thanks QFCash, you're awesome.

Once you load your money they've made their money.

A few people are unhappy now, but there's another 10 million they can make money out of (at least for the first time, before some of them too realise the limitations of the card).

Where's the immediate incentive for Qantas cash to fix these issues?

 

[Buzzard]

Yes this is complete cough. Every other card gives you the ability to change your pin to one of your own choice, either online or via a physical terminal. Come on Qantas Cash, move into the 21st C.

It's actually a security risk to have a supplier issued pin.

I can't say all but some pre paid travel cards suffer from the same problem - unable to select your own PIN.
I mentioned this to Australia Post some years ago and was told it's not us, it's them (the card owner VISA/MasterCard).

Seriously, if you don't want people to write down their PIN, allow them to choose their own.

 

[basso]

Seriously, if you don't want people to write down their PIN, allow them to choose their own.

Baby steps, but the latest PDS opens the door to the possibility of choosing your own PIN.

 

[Franky]

Baby steps, but the latest PDS opens the door to the possibility of choosing your own PIN.

Glad you could understand something in that PDS basso, I thought it was an example of how to baffle people with bull****.

 

[SydneySwan]

I thought it was an example of how to baffle people with bull****.

Absolutely agree - it is a terrible document.

 

[N860CR]

Are Heritage Bank (the issuer) covered by the FOS scheme? A few complaints might be the way to get them into gear

 

[CMA222]

Absolutely agree - it is a terrible document.

The PDS and Supplementary PDS are not for the benefit of the Customers, despite the impression the issuer might give. They are clearly to protect them in the event of a dispute and putting them in plain English would remove some of their advantage !!

 

[samh004]

Baby steps, but the latest PDS opens the door to the possibility of choosing your own PIN.

I saw that too, looked interesting when I first read it.

 

[N860CR]

This card is somewhat useless... Declined at a St George ATM and at Coles

 

[samh004]

This card is somewhat useless... Declined at a St George ATM and at Coles

Interesting that you've had so many issues. I use mine exclusively for all purchases and rarely encounter issues. I have come across the odd one or two, but 99% of the time it works as intended.

 

[N860CR]

Declined again at Woolworths... I've contacted them to see what's going on. Wasn't worth the effort for the reload bonus!

 

[AustraliaPoochie]

Am not surprised as it declined for me in the past.