1.1 million QFF points not credited to account - how to escalate.

[legseleven]

In May 2017, our bank sent over 1.1 million QFF points to Qantas, my partner has still not had these points credited to his account. Can anyone please point me in the right direction of who to contact to escalate the claiming of these points further?

Here's a timeline of events:

May 2017 - bank releases points to Qantas.
August 2017 - partner asks our bank relationship manager to query where the points are.
November 2017 - relationship manager sends an email to my partner with a screenshot showing date and time of points sent to Qantas. Please note April and June points of around 3k were credited without a hitch.
November 2017 - partner sends a Facebook message to Qantas who replies saying to contact QFF centre.
December 2017 - partner emails QFF centre, forwarding bank email showing screenshot, Qantas replies saying to call 13 11 31.
December 2017 - partner calls 13 11 31, Qantas promises to investigate and will call him back.
February 2018 - no call back after 8 weeks.
21 February - now I call on behalf of my partner, speak to a lovely girl called Mary who provides her employee number to me and promises to call back within 3-5 business days as it is now a "case management issue".
28 February - Mary calls and leaves a voicemail message saying that as the case is ongoing, it will be a further 3-5 business days before she gets back to me.
7 March - no phone call.
14 March - I call 13 11 31 again, another lovely lady called Rio says it will be another 3-5 business days and that my case is now "a high priority"
21 March - no phone call.

Frustration would be an understatement, I've continued to be courteous but our patience is running very thin.

Is there an ombudsman to contact? Or another governing body?

Any advice would be most appreciated.

 

[Blackswan]

I've been in a similar situation, but with less points. Bank said there was nothing else they could do. Lodged a complaint with the Financial Ombudsman Service. The issue was escalated to the resolutions team, who worked with the airline (Virgin) to sort it out.

 

[Boca68]

I would follow blackswan's approach. Contact the Financial Services Ombudsman and at the same time inform QF that you have escalated it to them. Might be surprised with the quick action then. As it seems on the surface , its a QF problem. But don't discount the bank either, despite the screenshot.

If still no action after contact with the ombudsman, go to Court of Administive Appeals (Tribunal in Vic, not sure in other states). Its usually free, unless you lose, of course. Which would be extremely unlikely

 

[Pushka]

Do you have a Qantas Aquire (now Qantas Business) account? We found a stash of points deposited there from an Amex promotion.

 

[Danger]

Keeping accurate records of all your attempts, as it appears you have, is very important in circumstances like this, in my opinion.

I also think that while the issue would appear to be a QF one, your beef is with the bank as that's who promsied you the points. The bank is the one that needs to deliver.

 

[serfty]

There's also the www.airlinecustomeradvocate.com.au ...

But the Financial Services Ombudsman may have more clout.

 

[odysseus]

I wonder if the problem is the high amount in a single transaction (i.e. 7 digits), since the other transfers before and after went through.

Still a case to raise in line with recommendations above, but there may be a technical hitch causing the delay.

 

[Pushka]

With my issue with AMEX they advised the date it was transferred to Qantas, checked my number etc and told me it was a Qantas credit issue. I rang Qantas and told them the situation and had no idea. No sign. They were going to escalate and call me back. I never heard back. I was about to call again then randomly I had a look at Qantas Business Direct for another issue and there were all my points. I suspect Qantas have popped them ‘somewhere’.

 

[serfty]

... I had a look at Qantas Business Direct for another issue and there were all my points. I suspect Qantas have popped them ‘somewhere’.

Late last year, Qantas changed most of their co-branded business Amex products to credit to Business Direct. We received new cards (same numbers), but I was aware of the change to crediting - the onus was on us to ensure we had a QBD account (we had in any case).

Back to the OP, @legseleven does not indicate the Bank, the product that the points were transferred from nor how the transfer was initiated.

 

[Pushka]

Late last year, Qantas changed most of their co-branded business Amex products to credit to Business Direct. We received new cards (same numbers), but I was aware of the change to crediting - the onus was on us to ensure we had a QBD account (we had in any case).

Back to the OP, @legseleven does not indicate the Bank, the product that the points were transferred from nor how the transfer was initiated.

I only got my card in December. That’s interesting. Neither Amex nor Qantas suggested that was where the points had gone.

 

[sumthinfornuthin]

I would follow blackswan's approach. Contact the Financial Services Ombudsman and at the same time inform QF that you have escalated it to them. Might be surprised with the quick action then. As it seems on the surface , its a QF problem. But don't discount the bank either, despite the screenshot.

If still no action after contact with the ombudsman, go to Court of Administive Appeals (Tribunal in Vic, not sure in other states). Its usually free, unless you lose, of course. Which would be extremely unlikely

I would suggest the FOS path, there is a substantial dollar cost imposed on either Qantas or the Bank if it gets that far

 

[equus]

on either Qantas or the Bank

It won't be on Qantas if you go via FOS - they can only charge organisations which are members - so a bank. If the bank is not actually at fault, then there will be nothing FOS can directly do to get Qantas to do anything - all they can do is pressure the bank to pressure Qantas.

 

[legseleven]

Thanks for your replies everyone, after numerous phone calls to the QFF Service Centre, they have finally emailed my husband to say that we need to contact our bank's loyalty/rewards department, so I've forwarded this email to our relationship manager asking him to escalate this, and if no success, then we'll be contacting the Financial Services Ombudsman.

Thanks so much for your help.

 

[legseleven]

Update - our bank has finally awarded us the 1.1 million QFF points as a “gesture of goodwill”....anyway, I have a holiday to plan! Thanks for your advice all.

 

[blackcat20]

Update - our bank has finally awarded us the 1.1 million QFF points as a “gesture of goodwill”....anyway, I have a holiday to plan! Thanks for your advice all.

I hate when they call doing the right thing a 'gesture of goodwill', maybe it makes them feel better about stuffing up

 

[LadyC]

Glad to hear you finally got your points!

 

[Danger]

I hate when they call doing the right thing a 'gesture of goodwill', maybe it makes them feel better about stuffing up

I completely agree. I had a bank try that one on with me once in a letter following a complaint to the FOS. I said the letter's fine except that part about what you're doing being a goodwill gesture. The bank took the text out and reissued the letter and I confirmed with the FOS that the correct letter had been filed with them.

 

[serfty]

It makes me think the original points were siphoned somewhere "else" and could not be retrieved.

Of course neither the bank or the ailine are going to readily admit that.