Qantas customer services woes (Part 2)

[drcam]

Following from my previous Qantas customer service woes thread, the current situation is this: my last cancellation of redemption points eventually resulted in my points being refunded after 3 phone calls over 3 weeks, however, after 4 phone calls, my Qantas Credit refund request has still not been processed. They said that there was a mistake that they did not realise, they have asked me to wait a further 10 business days, five of which have elapsed without resolution. This case now dates back over 8 weeks since I first contacted them requesting a refund (which they said would be processed in less than a week).

In the meantime, I have had to change my schedule so I had to cancel my SFO-NAN-AKL redemption a week ago. Naturally, there has been no refund of points (or taxes) - until early this year, it would take 2 business days or less. In addition, I had to rebook a redemption for DFW-MEL for 15 October as I now need to be back in Australia earlier. This required a top up of points so I purchased them directly through Qantas. I got the points, but only today did I discover the sordid truth: my Amex card was charged TWICE for these points - although I only got ONE lot of points!!!

If I have the same issues in getting a refund should I contact Amex directly for resolution of the issue?

And is Qantas truly the worst in the world in terms of customer service?

 

[elanshin]

In the meantime, I have had to change my schedule so I had to cancel my SFO-NAN-AKL redemption a week ago. Naturally, there has been no refund of points (or taxes) - until early this year, it would take 2 business days or less. In addition, I had to rebook a redemption for DFW-MEL for 15 October as I now need to be back in Australia earlier. This required a top up of points so I purchased them directly through Qantas. I got the points, but only today did I discover the sordid truth: my Amex card was charged TWICE for these points - although I only got ONE lot of points!!!

If I have the same issues in getting a refund should I contact Amex directly for resolution of the issue?

And is Qantas truly the worst in the world in terms of customer service?

Firstly sorry to hear you go through all of this - I think many of us can relate in general.

In regards to the specific AMEX situation - make sure it is an actual double charge. This is something I have to regularly tell our customers that sometimes (internet issues etc) it can appear that you've been billed twice, but until the PENDING disappears and it becomes an actual charge , there is no real charge.

If there is a second real charge, I'd reach out to qantas first - most Credit Cards would like you to contact the vendor for a resolution first before they initiate something like a chargeback.

And no Qantas isn't the worst in terms of CS. I'd still say Telstra is a few steps below them - Qantas staff at least takes your calls where as Telstra likes to play pong with their departments all claiming it's not their responsibility.

 

[drron]

If there are 2 definite charges for the points QF have had enough time to put things right. I would do a charge back straight away for the duplicate charge.

 

[drcam]

Called Qantas and they insisted they only charged me once. Called Amex and they confirmed I was charged twice. They are now processing it as a disputed charge. I believe Qantas are deliberately doing this. Ethical integrity ZERO!!!

 

[downtheback]

Called Qantas and they insisted they only charged me once. Called Amex and they confirmed I was charged twice. They are now processing it as a disputed charge. I believe Qantas are deliberately doing this. Ethical integrity ZERO!!!

More likely version of events: Qantas backend software is old and cooked (aka cheap) and in 5 years time the accounts team will eventually realise you got charged twice by mistake. Just let Amex deal with it, can guarantee you the level entry phone rep only sees one charge (and has no agency to escalate it further)

Occams razor and all that jazz.