Westpac not awarding Earth/Qantas bonus points

[kevrosmith]

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.

That is not good to hear. I'll be getting my statement next week, and my annual fee this month, so if I don't get my bonus points automatically this month - and it's not looking promising - I'm not going to be happy. Time to pull out the NAB Platinum Amex I think. I'm expecting quite a large number of bonus points this month too with all my Gift Voucher purchases.

 

[gypsyinabigtown]

I also noticed today that my bonus points (>4000) did not post, and were not recorded on the statement either. I called Westpac to check. The rep. said he will get the relevant parties to investigate and call me back, and gave me a reference number. I'll ring tomorrow if I don't hear from them.
This is annoying indeed!

 

[kevrosmith]

Another month, another failure. Bonus points did not calculate. However!

Spoke with Customer Service Agent earlier in the week, and happened to get a Supervisor. They were very attentive to listen to my story of what is happening, and submitted a complaint on my behalf. Had a call from the complaints area today to follow up and they informed me that they have realised that the company that calculates the points and bonus points were not aware of change in the description (his words, not mine) for Qantas purchases on the Statements, and therefore, their formula was no longer calculating or transferring bonus points.

They indicated to me that work is now underway to investigate this and rectify it. I took this to mean that they will be doing a back-calculation for all customers affected.

I explained that I hoped that Westpac would advise all of the customers affected by this failure, and the steps it is taking to rectify. I was assured that it should be corrected by the time I receive my next statement. I've already got a few QF purchases, so will be able to test that out.

What this space still me thinks....

On a positive note, they have agreed to refund my annual fee (which just hit the account) due to the inconvenience caused.

 

[kevrosmith]

This looks promising...

 

[Hvr]

Really the people at Westpac are incredibly stupid. I have now made three phone calls and they flatly refuse to help. The first time I told whole story and then was shunted off elsewhere where I had to explain it again. I finally got a promise that it would be investigated and a return call made. It never happened.

I rang again after a week and eventually got some idiot who tried to tell me that I had only spent a figure that was >$3000 of my actual spend. Unfortunately I didn't have my computer turned on and couldn't disagree without the actual figures in front of me. I politely terminated the call.

I rang back about an hour later and after a long wait got the same person! After a brief discussion he remembered me and again wanted to argue the toss. This time I was able to prove him wrong and cite actual figures. He eventually realised I was right. I then asked for a supervisor.

He told me it would take a long time but that he would try. A few minutes later he came back and told me that he was still waiting but did I realise that MasterCard spend only earnt 0.5 points per dollar. Geez mate FFS when you're in a hole stop digging!! :evil:

Again I was prepared and was able to cite exact figures of MC and Amex spend and that I knew exactly how the points were calculated having had the card for many years.

Again another reminder that it would take awhile to get a supervisor. Still no offer to help resolve the problem though or even listen to me properly.

At this point I gave up and told him I was hanging up.

No idea what to do now. Maybe I can find an email on their site to complain. For something so basic they are making it incredibly complex and impossible to resolve.

 

[Hvr]

Have submitted an on line complaint. Here's hoping they resolve it soon.
I did tell them not to call me but just to resolve it.

 

[blackcat20]

I'll be watching this thread; I recently swapped over to the Earth card and have just booked all my QF flights so will be interesting to see if the points come through.

 

[ric_melb]

I am having the same issue with the Qantas American Express Premium card. Five outstanding purchases now dating back to December last year.
Have followed up but no resolution offered by Amex up till now and no bonus points.
Obviously the change in merchant name, and/or coding has stuffed up a number of credit card providers, but the fix seeems to be taking an incredibly long time to implement.

 

[N860CR]

I've posted a thread somewhere on my experiences with Westpac regarding this. Absolutely disgusting doesn't even describe is. Westpac have been caught out breaching the T&C of their own product and simply don't want to resolve it.

I solved it easily... Took all my transaction, savings, credit card, home loan and investment property loans away from Westpac. The cow I spoke to at Westpac actually said that was her best suggestion for me.

Amazing how a bank with an otherwise good reputation can screw themselves by stuffing something so simple up and not accepting responsibility!

 

[fully6mps]

Doesn't look like they have fixed it just yet, got my January statement and am missing over 13,500 bonus frequent flyer points. A phone call at lunch is in order I think!

 

[kevrosmith]

I emailed my contact at Westpac who has been looking after this issue for me to ask what others should do, and whether I could pass on their details for individual assistance. They indicated that people should wait for the manual back-processing update, but they didn't indicate when this would happen by, nor whether Westpac would be communicating more broadly about this issue. If people want to PM me their email address and name, I'd be happy to pass those details onto my contact, though I obviously can't promise they'll action anything.

 

[blackcat20]

Doesn't look like they have fixed it just yet, got my January statement and am missing over 13,500 bonus frequent flyer points. A phone call at lunch is in order I think!

I'm still two weeks away from my statement, so I'll just have to wait and see. Not as many points as you, but still a few thousand...

 

[fully6mps]

I'm still two weeks away from my statement, so I'll just have to wait and see. Not as many points as you, but still a few thousand...

It was made easy for me this month to see if there is an issue with the bonus points because I paid for a RTW J ticket (not going to happen again for a long time lol). Be interested to see if you get your bonus ones.

Phone call at lunch didn't really get me anywhere though. During the first call they transferred me to the Qantas FF number! Had to ring a second time because I knew it wasn't going to be a Qantas issue, things got a bit interesting then. Person who answered said they had to transfer me to a senior manager for my issue, but then the person I was transferred to didn't even know about the bonus points for Qantas purchases, I had to direct them to their own website (you can probably see how well this was going for me....). The person then told me that the points could take a couple of months to show, so end result is I don't think anyone there knows what is going on, will just wait and see.

 

[Princess Fiona]

I've had a look at the last 6 months statements and all of the bonus points from QF flights have posted correctly to my account :shock:

 

[Hvr]

Have submitted an on line complaint. Here's hoping they resolve it soon.
I did tell them not to call me but just to resolve it.

Well I got a call yesterday telling me they are looking at it and that she will post the points soon even though the matter is not yet resolved. Says it is a well known and ongoing issue they are looking to fix it. Says she will provide feedback to the customer service reps I spoke to.

Here's hoping it is resolved soon.

 

[Aussie_flyer]

Well I got a call yesterday telling me they are looking at it and that she will post the points soon even though the matter is not yet resolved. Says it is a well known and ongoing issue they are looking to fix it. Says she will provide feedback to the customer service reps I spoke to.

Here's hoping it is resolved soon.

good luck, its taken 4 months with Woolworths EDR CC and I've finally been called and told the points are coming in a week. Its disgusting how many of the people I spoke to on the phone who don't even know about the additional point per $1 for QF transactions. It seems westpac are the same

 

[kpc]

Just noticed that $2319 of Qantas charges on my February statement did not attract the bonus $ per point. What's the best (and most painless) way of sorting this out now?:shock: Thanks

 

[serfty]

Similar here - Bonus points not credited for most recent month.

 

[blackcat20]

My statement is due in the next couple of days...so will wait with baited breath.

 

[blackcat20]

My statement is due in the next couple of days...so will wait with baited breath.

Looks like my standard points have come through, but not the bonus (about 2000 pts short). Havent got the paper statement yet so will have to call Westpac when it arrives.