Westpac not awarding Earth/Qantas bonus points

[ChrisFlyer]

Just a heads up to any other Westpac Earth customers that for at least two months, Westpac has not been awarding the promised bonus point per dollar spent on Qantas charges, even though bonus points have previously been awarded for other Qantas transactions this time last year.

The bonus points are in addition to the standard points offering, for charges to the card directly from Qantas. I called last month when I noticed the discrepancy and was assured that I would receive the missing points either as a separate transaction, or combined with those from the next statement. The next statement has come, and is missing the promised bonus points from last month, in addition to ~10,000 bonus points that should have been earned from this statement. I'll call them on Friday when I'm back in Brisbane, so I'll let you all know how I go!

I urge all Westpac Earth cardholders who have transacted with Qantas on their cards over the last few months to audit their points calculations on your previous statements. Perhaps those with the SQ cards should also consider doing the same thing, just in case.

Also, it's worth noting that since Westpac changed how foreign currency transactions appear on the statement (ie the fee is now on a different line to the transaction), points are not being awarded on these FX fees, where they previously were included in the transaction total and accrued points...

Not very happy with Westpac right now!


Sent from my iPhone using AustFreqFly app

 

[serfty]

Since I have had the Earth, points have never been award for "Fees" (nor for Bpays¹).

But yes, I noticed this on my last bill for a transpac fare. I called late last week and the BP's came across yesterday.

Previously these points have come across correctly, most recent was in August - I had no eligible Qantas purchases between then and this month.

¹ Bpay bill payments for the Earth do not earn points. It was mentioned here and I did a small test to find this was indeed the case. I have not used BPay from the Earth since.

 

[wxxnxs]

Since I have had the Earth, points have never been award for "Fees" (nor for Bpays¹).


¹ Bpay bill payments for the Earth do not earn points. It was mentioned here and I did a small test to find this was indeed the case. I have not used BPay from the Earth since.

This only applies to WBC, not other banks in the market.

 

[serfty]

This only applies to WBC, not other banks in the market.

Completely true in my experience ...

 

[oz_mark]

This only applies to WBC, not other banks in the market.

AFAIK only WBC issues Earth cards

 

[ChrisFlyer]

Since I have had the Earth, points have never been award for "Fees".

Until a couple of months ago, transactions in a foreign currency included the currency conversion fee in the final $AUD amount for the transaction, and just stated that the converted total "included FX fees of $00.00AUD". When they were processing FX transactions in this way, points were awarded on the full total, inc. the FX fee component.

Instead, they now show the post-conversion total exclusive of the currency conversion fee, and instead list this fee as a separate charge on the card, which contributes to the ~"interest, fees and other charges" total on the first page of the statement. As such, the FX fees no longer attract points - which is a shame, because this certainly isn't the case with my other (non-WBC) Amex.

On to the QFF issue - after spending ONE HOUR on the phone (each time I spoke to someone, they transferred me to their supervisor as they were unable to help me), I finally got through to a "senior customer relations manager", who put me on hold for ~10 minutes to manually recalculate the points totals for the statements in question, which then equaled the totals that I had provided at the beginning of the call. She stated that the points are being transferred today, and they should appear within 3 days (but allow one week before calling back).

She also stated that the problem was a known and ongoing issue. So to anyone who has used a WBC Earth card for a Qantas transaction in the last few months, it has now been confirmed that the points will not have been awarded - so I suggest you call and request an adjustment! There was no hint of when this problem would be resolved and if those who have missed out on points will have them automatically credited, or if they will have to request adjustments manually.

... After promising that the points had been transferred last time, I'm not holding my breath - will advise if/when they appear on QFF

 

[cove]

When I dumped Westpac Earth cards this year they closed the account but did not send the credit balance by saying they did not do cheques. I had to give them an account for them to transfer the funds.
I don't generally cancel cards but they were no longer competitive so it was goodbye.

 

[mannej]

When I dumped Westpac Earth cards this year they closed the account but did not send the credit balance by saying they did not do cheques. I had to give them an account for them to transfer the funds.
I don't generally cancel cards but they were no longer competitive so it was goodbye.

Did you get your last set of points?

 

[cove]

Yes I did.

 

[medhead]

I audited my statements and correct bonus points appeared until mid-my most recent statement. So I was given the bonus for one qantas transaction, coincidentally the first on the statement, but not later qantas transactions. It made me wonder if only the first qantas transaction of the month is being picked up. :?:

 

[mannej]

Yes I did.

Something for me to chase up

 

[ChrisFlyer]

For the record, the missing points were credited to my account on November 1 as "WESTPAC EARTH QANTAS BONUS 28OCT11"... now to see if they automatically award the bonus points on my next statement (for new QF charges this statement period), or if I have to call again...

 

[Hvr]

<snip>
She also stated that the problem was a known and ongoing issue. So to anyone who has used a WBC Earth card for a Qantas transaction in the last few months, it has now been confirmed that the points will not have been awarded - so I suggest you call and request an adjustment! There was no hint of when this problem would be resolved and if those who have missed out on points will have them automatically credited, or if they will have to request adjustments manually.

... After promising that the points had been transferred last time, I'm not holding my breath - will advise if/when they appear on QFF

I recently checked my statement and my bonus points for September were properly awarded. No QF spend in October's bill, will check for November when it arrives.

 

[Hvr]

<snip>
On to the QFF issue - after spending ONE HOUR on the phone (each time I spoke to someone, they transferred me to their supervisor as they were unable to help me), I finally got through to a "senior customer relations manager", who put me on hold for ~10 minutes to manually recalculate the points totals for the statements in question, which then equalled the totals that I had provided at the beginning of the call. She stated that the points are being transferred today, and they should appear within 3 days (but allow one week before calling back).

She also stated that the problem was a known and ongoing issue. So to anyone who has used a WBC Earth card for a Qantas transaction in the last few months, it has now been confirmed that the points will not have been awarded - so I suggest you call and request an adjustment! There was no hint of when this problem would be resolved and if those who have missed out on points will have them automatically credited, or if they will have to request adjustments manually.

<snip>

Spent an hour on the phone yesterday going through this with Westpac. As you said they know it is a problem and blame QF for changing the coding.

What really annoyed me was that after spending an hour or so I was asked how did I want the matter to be followed up. I asked that it be done via email. Ten minutes later I get a phone call from another Westpac person who because she called me had to check my details. I actually asked for email follow up to a) avoid this cough and b) because I was in an area with very poor mobile reception.

Essentially Westpac have a problem, I don't care where or whose fault it is but I am dealing with them so it's their problem. The first two people I spoke with handled it appropriately and I was satisfied when I hung up. Then they (Westpac) stuffed it up by not responding how I asked them to. A perfect example of how to grab failure from the jaws of success. To make it worse the woman who called me didn't actually do anything extra, she just repeated the problem back to me and said it would eventually be addressed.

I recently checked my statement and my bonus points for September were properly awarded. No QF spend in October's bill, will check for November when it arrives.

Yep I audited it this month and nearly 1,000 points missing. Not happy as noted above.

While it is only a small amount it is just enough to prevent me purchasing a JASA I want next year.

 

[Princess Fiona]

I haven't looked at this yet but have billed in excess of 30K on my Earth Platinum through QFF over the past year. Thanks for the tip-off as I usually assume that all points will be credited without me chasing them.

 

[oz_mark]

Makes me glad I canned my Earth card when they increased my annual fee...

(Of course, it means that I don;t currently have a card that gets me bonus points on Qantas points, but then I don't have to worry about it either....)

 

[esquire]

I had about 2K of points missing (well based on Westpac's calculations - I had calculated less but I'll accept their tally...

Agree - service has been poor. Whilst the phone staff are nice, spending 30 minutes on hold with them ringing around just to confirm yes they are missing, to only then be told we need to send another email is not very helpful (the reason I was calling is because no-one called me back the week earlier when I raised the same issue!) ....Doesn't give me much confidence...

 

[Hvr]

While it is only a small amount it is just enough to prevent me purchasing a JASA I want next year.

And this evening after the 1,000 QF points posted from today's flights I went to book said JASA and of course the dates I wanted were gone.

A least I got the flights I wanted a week later.

Once ticketed I will have exactly zero points. Still, I now have a JASA (in an F seat :mrgreen: )to the USA and an FASA returning home 26 days later.

 

[cove]

How many points and what route did you pick for out and back HVR! It should be a very nice use of points!

 

[Hvr]

How many points and what route did you pick for out and back HVR! It should be a very nice use of points!

112k MEL-SYD-DFW JASA purchased today (only a tiny point difference for the SYD departure so may as well get the extra 40 SCs and 1250 points noting I have to get to SYD or MEL anyway. And by flying MEL-SYD with an international BP I just happen to get a bit more time in the F lounge.


144k LAX-SYD FASA purchased May 2011