2 payments taken, no tickets

[robinsparkles]

I'm in such a dilemma and posting for reassurance or advice or even just to vent.
Booked tickets on 25th April for international travel in August, QF73 & QF74 paid cash 1 way and classic rewards on the return leg (2 adults, 1 infant)
I stupidly (in hindsight) used Poli to pay, I've never previously had an issue. It seemed to work but something did glitch at end of transaction. Checked my ANZ bank account and funds deducted and flight showing up in my Qantasapp. Waited a few days for email tickets, I was and still can 'manage' flight on the app so I selected seats.
1st call and agent told me that the payment was marked pending but she can see it come through and will push through to ticketing.

3 calls later including promises of a call back and needing to reprocess payment, 2 days ago (11/5) an agent took a credit card payment over the phone stating that was the only way to keep my original booking dates and prices. I had to forego the classic rewards portion as she is unable to do it over the phone but I can pay for the whole trip with cash. At this point I said fine. She also said I have to follow up with ANZ to request a refund as the Poli payment never processed on Qantas side.
72 hours later still no ticket and ANZ have said that the funds were taken by Qantas and since I used Poli they can't guarantee recovery of funds.
On hold again right now stating 1-2 hour hold time. Silver points club member.

Every agent has been so incompetent and if the fare hadn't increased and the rewards seats showing as unavailable in a new search I would just cancel original booking and rebook myself. I have no idea what else to do at this stage...

 

[offshore171]

Were these international or domestic? And is there a partner airline involved?

I made a recent QF booking that involved JAL sectors, and it took quite a while for ticketing, at least a week.

 

[robinsparkles]

International flights, QF73 & QF74. I too thought it was just a ticketing delay until after the first 2 calls they said it was a payment issue but then have been unable to assist me effectively in paying again.

 

[TheInsider]

Please put in APIS details in manage your booking - probably waiting for 'secure flight' data.

If not then POLI is the issue somewhere.

 

[robinsparkles]

My infant hasn't got her passport yet so it won't let me complete the form. I agree that the initial payment seems to have glitched hence why I paid again on the phone for what the agent is saying is the same booking minus the rewards seats but still no confirmation.

 

[TheInsider]

My infant hasn't got her passport yet so it won't let me complete the form. I agree that the initial payment seems to have glitched hence why I paid again on the phone for what the agent is saying is the same booking minus the rewards seats but still no confirmation.

Just put in a fake passport number (1234567), but add DOB and gender at the minimum.

 

[justinbrett]

If they are solely QF flights, and there's payment recorded against it but not ticketed - I wouldn't have thought QF would cancel them? Obviously at some point it would need to be sorted out - but not quite as imperative as when you have partner award seats unticketed.