Westpac not awarding Earth/Qantas bonus points

[cove]

That sounds great Hvr! Points working at a very good rate.

 

[ckck]

I just received my first Earth c/c statement and my bonus points for Qantas have been paid. FWIW, I only had one Qantas transaction but everything seems to have gone through.

 

[kpc]

This issue has reared its ugly head again. My Earth statement had the correct amount of QF points earnt including the bonus QF points but this bonus QF points did not appear in my QFfrequent flyer account...will have to follow up with Westpac :evil:

 

[ChrisFlyer]

This issue has reared its ugly head again. My Earth statement had the correct amount of QF points earnt including the bonus QF points but this bonus QF points did not appear in my QFfrequent flyer account...will have to follow up with Westpac :evil:

How long have you waited from the time that the main points posted? They seem to be credited in two separate batches - one is "WESTPAC EARTH" which contains all of the 'normal' points, and the other is "WESTPAC EARTH QANTAS BONUS", which seems to credit hours later, if not the next day (even though the dates will appear to be the same). When added together, they total the amount shown on the first page of the statement.

Have the bonus points appeared yet, or are they still missing? I received the correct bonus points from my last statement (with the points posting on Aug 27), although the bonus points appeared in my QFF activity statement a day after the primary points. Worth a look!

 

[kpc]

How long have you waited from the time that the main points posted? They seem to be credited in two separate batches - one is "WESTPAC EARTH" which contains all of the 'normal' points, and the other is "WESTPAC EARTH QANTAS BONUS", which seems to credit hours later, if not the next day (even though the dates will appear to be the same). When added together, they total the amount shown on the first page of the statement.

Have the bonus points appeared yet, or are they still missing? I received the correct bonus points from my last statement (with the points posting on Aug 27), although the bonus points appeared in my QFF activity statement a day after the primary points. Worth a look!

I better wait a couple of days then before I call Westpac...edit 18/9/12: the bonus pts have now posted 1 day later, exactly as you said above. thanks for the info.

 

[ChrisFlyer]

Yet again the bonus points aren't coming through... as posted in another thread, likely due to QF changing merchant facilities from QANTAS AIRWAYS MASCOT to QANTAS AIR AUSTRALIA... yet another call to WBC chasing points

 

[Hvr]

I've got this problem as well. Ironically the bonus points for the JASA posted but for the regular Qf fare hasn't as yet and it's been a fortnight. Just another thing to chase up.

 

[Phillippe M]

Hi ChrisCh and Hvr, did you have any luck with Westpac? I have to give them a call too.

Phillippe

 

[ChrisFlyer]

Hi ChrisCh and Hvr, did you have any luck with Westpac? I have to give them a call too.

Phillippe

Not yet - I've sent them a bank msg detailing the problem, but have only heard back that they had forwarded it to the correct people (and even that took a number of days)... Last time it happened, I had to spend an hour on the phone to them, so if I can fix it via bank msg, I'd rather do that! I explained the merchant acct problem to them in the message in the hope that they would fix it, instead of simply post a correction every time that I whinge lol

 

[Phillippe M]

Hi ChrisCh,

Sorry to sound stupid, what do you mean by "Bank Msg" I am guessing you mean an email to the bank? or something else?

Thanks heaps
Phillippe

 

[ChrisFlyer]

Hi ChrisCh,

Sorry to sound stupid, what do you mean by "Bank Msg" I am guessing you mean an email to the bank? or something else?

Thanks heaps
Phillippe

Hi Phillippe,

Please check your forum inbox for a detailed reply to the question as also asked via PM. For anyone else wondering, essentially 'email' but from within the internet banking system (which adds a level of security).

 

[Phillippe M]

I have heard back from Westpac, and they are now crediting the account with the missing points, plus some extra "bonus" ones.

 

[ChrisFlyer]

I have heard back from Westpac, and they are now crediting the account with the missing points, plus some extra "bonus" ones.

Lucky! They called me on Tuesday to say that they will do a manual credit, and that they will fix the merchant connection to the bonus points (so that it should be automatic)... I'm yet to see anything though!

 

[kevrosmith]

Did an audit today of my December statement and my bonus points for Qantas purchases have not been calculated or shown on the bank statement nor posted to my QFF account (whereas the standard points have). I also have a spreadsheet which I can plug the values in from my statement to show me what points I should be expecting.

Noticed, as noted above, that the Description for Qantas purchases has changed from "QANTAS AIRWAYS MASCOT AU" to "QANTAS AIR AUSTRALIA AUSTRALIA AU". I reckon this is the reason the Bonus Points are not being picked up correctly. Some lazy programmer probably put in some code like "IF Description = "QANTAS AIRWAYS" THEN do this ELSE do nothing".

I called today and initially they wanted to refer me to QFF, but I suggested that it is Westpac's responsibility to correctly calculate the points before they are sent across to QFF, and that QFF would only pass me back to Westpac. Eventually got onto a Supervisor and he suggested I call back on Thursday to follow this up. I didn't have any Qantas purchases in November, so didn't notice the change then.

 

[oz_mark]

Noticed, as noted above, that the Description for Qantas purchases has changed from "QANTAS AIRWAYS MASCOT AU" to "QANTAS AIR AUSTRALIA AUSTRALIA AU". I reckon this is the reason the Bonus Points are not being picked up correctly. Some lazy programmer probably put in some code like "IF Description = "QANTAS AIRWAYS" THEN do this ELSE do nothing".
.

I very much doubt they would be looking at that text at all. More likely an account number has changed.

 

[kevrosmith]

I called Westpac yesterday, and after convincing them (again) that I don't need to talk with QFF first, they finally acknowledged that the bonus points had not be calculated and that they would be manually added again next month. I asked if they were going to follow this up further internally and related that I knew other customers I know were experiencing the same problem, and that my case was not isolated. The operator indicated that she would send off some details to have it followed up.

It's a tad annoying, as now I have to wait until next month for the bonus points from this statement to post, AND, then I have to recheck all over again. This cards getting a bit flaky. I might have to switch to using my NAB Platinum Amex as my primary card if this debacle keeps going on.

 

[ChrisFlyer]

It's a tad annoying, as now I have to wait until next month for the bonus points from this statement to post, AND, then I have to recheck all over again. This cards getting a bit flaky. I might have to switch to using my NAB Platinum Amex as my primary card if this debacle keeps going on.

I received a follow-up email and phone call from my online message, saying that the missing points would be manually credited that day. (this was last Tuesday)... The missing points still have not appeared, and since then, a new statement has been issued with even more missing bonus points (on new QF transactions)... Looks like I might have to make a phone call this time... :evil:

 

[Mox_Fulder]

I received a follow-up email and phone call from my online message, saying that the missing points would be manually credited that day. (this was last Tuesday)... The missing points still have not appeared, and since then, a new statement has been issued with even more missing bonus points (on new QF transactions)... Looks like I might have to make a phone call this time... :evil:

Have spent almost an hour with Westpac and their Earth team explaining about the missing bonus point. They still do not seem to be aware of any issue with the calculation of the missing bonus points.

It seems strange this has not been picked up as an issue with Westpac. Maybe people with Earth cards aren't that fussed with the additional bonus point and have not been following up for it.

Was told somebody would contact me shortly with the 'issue' but I am not holding out much hope until at some point they realised there has been an issue with the calculations.

Cheers

 

[kevrosmith]

Update on my missing points for my December Statement: My missing bonus points for Qantas posted to my QFF Account on 03-Jan. Will monitor again for January's Statement to see if they are missing again. Hopefully not though.

 

[Hvr]

Well have just got my Jan statement and again the bonus points are missing!

So bit the bullet and rang Westpac. Spent a heap of time waiting for an answer and explained the situation to the lady. She took all the details and then said she would have to transfer me to someone else but promised that she would forward the details.

Another long wait and then through to some cough who wanted all the details again and I had to tell the whole story again. :evil: He then said he would have to take my details and send them elsewhere to get an answer. FFS it shouldn't be that hard!

Now hoping to get a call tomorrow with an answer. We're talking about >1400 points here so well worth chasing up.