NAB Qantas Signature 115k QF points for $395 AF - Pointhacks exclusive

[EELS]

Approved in June, pretty sure I met the spend to get the bonus points by July.

Noticed that months later, i never received any points for my normal spend. I sent them a message first week of August saying that I had not received any points but was told I had to ring them instead.

Rung them, was told that a character was added to my QFF number. that had been rectified, should have no further issues.

Come September, again no points. Rung them again and was told that I'd definitely get my points in October.

Checked this week, despite my statement saying that my QFF details were missing, I finally received my points for Aug and Sep. Jun and July were missing. Rung them again today and half an hour later was offered 2k points for my inconvenience but they can't give me an ETA as to when my missing points will be posted.

In theory, my bonus points should only get to me (due to 90 days eligibility) in my next statement - first week of Nov and my points that were missing from june and july should also hit at the same time, but no guarantees.

I told them that 2k qantas points is not worth anything, pretty sure I can't even get a $20 gift card. How about he keeps it and just give me my points pronto.

I don't know if they realize how annoying it is to have to ring them up every month. I probably wouldn't have been this annoyed if I could've communicated with them without having to call them up.

From what I've read, not having an ETA is not true because they obviously will resolve the issue if you complain enough.

I will wait for one more statement which should be coming on the first week of Nov and I'm not going to call them back again if I don't get my points. I'm going to spend the 20-30 mins I would've otherwise spent on the phone on the Ombudsman website.

 

[Longtoo]

Approved in June, pretty sure I met the spend to get the bonus points by July.

I will wait for one more statement which should be coming on the first week of Nov and I'm not going to call them back again if I don't get my points. I'm going to spend the 20-30 mins I would've otherwise spent on the phone on the Ombudsman website.

I would log a complaint to FOS immediately. You will then get your problem fixed hopefully with a settlement offer from NAB. I applied in July, my case is now closed, got my points and a settlement offer.

 

[N860CR]

Yes, send it to the FOS. The story about not having an ETA is a lie as they can manually process it.

 

[Dr Ralph]

Approved in June, pretty sure I met the spend to get the bonus points by July.

Noticed that months later, i never received any points for my normal spend. I sent them a message first week of August saying that I had not received any points but was told I had to ring them instead.

Rung them, was told that a character was added to my QFF number. that had been rectified, should have no further issues.

Come September, again no points. Rung them again and was told that I'd definitely get my points in October.

Checked this week, despite my statement saying that my QFF details were missing, I finally received my points for Aug and Sep. Jun and July were missing. Rung them again today and half an hour later was offered 2k points for my inconvenience but they can't give me an ETA as to when my missing points will be posted.

In theory, my bonus points should only get to me (due to 90 days eligibility) in my next statement - first week of Nov and my points that were missing from june and july should also hit at the same time, but no guarantees.

I told them that 2k qantas points is not worth anything, pretty sure I can't even get a $20 gift card. How about he keeps it and just give me my points pronto.

I don't know if they realize how annoying it is to have to ring them up every month. I probably wouldn't have been this annoyed if I could've communicated with them without having to call them up.

From what I've read, not having an ETA is not true because they obviously will resolve the issue if you complain enough.

I will wait for one more statement which should be coming on the first week of Nov and I'm not going to call them back again if I don't get my points. I'm going to spend the 20-30 mins I would've otherwise spent on the phone on the Ombudsman website.

You might want to have a good read through the recent posts, seems lodging with the FOS may be worth the effort.

 

[chickenscraper]

Compliments, complaints and suggestions
Online dispute form

Lodge with both NAB and FOS. They'll keep screwing you around otherwise.Filling those forms in is probably quicker than the time you've spent in the phone tree already.

 

[99Luft]

Same problem. Month one, no points with the reply wait 90 days. Month two, no points.

Due to the large number of reports on this one card this problem can only be a system error. You would think that multiple complaints would drive change however it seems not.

 

[Dr Ralph]

You would think that multiple complaints would drive change however it seems not.

Are you new to this game?

Year after year the same problems are reported with the same banks at fault. They don't learn. That's the point. That's why we all keep records of everything we do with the banks. You'll need those records when you make a claim for free points

 

[99Luft]

I did suppose think more of professional standards and disregarded the evidence. I did suppose that the banks would take note of the loss of customers, the monetary loss in fixing the problem, the yet again bad press following the Royal Commission and of course the loss of trust.

That said the purpose of the amoral banks is not to provide a service but to make money. Therefore if it costs less to fix the problem of a poor system rather than implement a system that works first time then what the NAB seems to have done makes full commercial sense.

Due to no points being credited I now expect to miss the 10k points Sunrise special if signed up in Sept.

 

[N860CR]

I think the banks basically now use the FOS as their complaints handling process.

They do nothing until somebody sends it to the FOS, and then the first step is to send it to somebody at the bank who will actually look at it. Once the FOS case is closed, that's the end of the story.

I was stuffed around for months by NAB. Sent to the FOS and within a week somebody had fixed the problem and given me some story about "oh it was so unprofessional for the previous staff to ignore you and not return calls". The minute I closed the FOS case and requested that the case manager close the account, they stop responding and don't return phone calls (ie: exactly what they said the issue was to begin with).

Amex in particular don't seem to even respond until the FOS has been notified.

The system is very broken

 

[Pierre_a]

NAB really are a bundle of laughs with this offer.

My original complaint regarding lack of points within 2 days of statement date remains unresolved since 20th August and has now been escalated to the FOS.

I now have a new independent complaint related to breach of contract for failure to provide bonus points within 90 days of achieving qualifying spend.

 

[ragingsheep]

Same problem. Month one, no points with the reply wait 90 days. Month two, no points.

Due to the large number of reports on this one card this problem can only be a system error. You would think that multiple complaints would drive change however it seems not.

It's an issue with the 3rd party loyalty provider that they use.

 

[kpc]

It's an issue with the 3rd party loyalty provider that they use.

I hope other banks use them as well

 

[Pierre_a]

NAB really are a bundle of laughs with this offer.

My original complaint regarding lack of points within 2 days of statement date remains unresolved since 20th August and has now been escalated to the FOS.

I now have a new independent complaint related to breach of contract for failure to provide bonus points within 90 days of achieving qualifying spend.

Well I'll be damned.

This morning I have another letter informing me they are still looking into my original complaint and need more time to gather more information. I also have 125,000 points in my account from NAB - an amount that doesn't correspond to anything, but is gratefully received.

 

[Steve Lim]

Wh

Points finally all posted plus extra 45000

Why the extra 45k points?? The max they would offer me is 20k points

 

[Pcoder]

I'm wondering whether I should should call up nab again as I haven't got points for the last two months or should File a FOS complaint? I've had multiple contacts with nab over the last couple of months regarding their many issues and last time I called earlier this month they promised me the points would be there by the 16th.

 

[ragingsheep]

Still no pts after getting my annual fee refunded (twice) and promised that it would be here with this month's statement.

 

[Dr Ralph]

I'm wondering whether I should should call up nab again as I haven't got points for the last two months or should File a FOS complaint? I've had multiple contacts with nab over the last couple of months regarding their many issues and last time I called earlier this month they promised me the points would be there by the 16th.

If you've already contacted NAB and it's been a few weeks and nothing has changed then it's time for FOS or is it AFCA now?

 

[rcn]

A FOS compliant takes several minutes to do. I had my issue resolved within 2 days of lodging the compliant with FOS. In comparison, directly dealing with NAB took over 4 months, without success. Outcome was 115k bonus points posted together with the earned points, with $500 compensation.

 

[Anto7]

Where can I log a FOS complaint? Thanks

 

[Steve Lim]

Same

Still no pts after getting my annual fee refunded (twice) and promised that it would be here with this month's statement.

Same still 0 point on my 5th statement although they did a manual post of the points previously and refunded annual fee + decent compensation... had to call them again