Earth Plat.. what the! Points don't add up

[futago flyer]

Hi,

I just got an Earth Plat card and was signed up to the 3 Qantas FF points for $1 spent on the Amex.

So I never touched the MasterCard attached.

I just got points credited to my Qantas account, which don't add up. I had a spend of $3059, which should of meant 9177 points... but I got 6119 credited?

I called Earth plat number, they advised that the outstanding points "might" be allocated soon... They also said I needed to call Qantas, but I noted their terms and conditions said to call them re: any missing points.

So, questions:
As I'm new to the card, is it common to get the points credited to Qantas Account in more than one lot?

If you've had points missing how have you resolved it?

 

[KateMayo]

Hi Futago Flyer,

I'm in the same position as you - new Earth Platinum card, only the Amex card used and yet points transferred across to QFF were two points per dollar instead of the promised three.

This has nothing to do with Qantas – it’s a problem with the card issuer and they, therefore, have to fix it.

On speaking to the call centre, I was asked whether I had any proof of my entitlement to the introductory three points per dollar – it’s in BOLDED CAPITAL LETTERS on the bottom of my statement!

My loss of points is currently being investigated – and hopefully fixed.

 

[milesandmore]

Same for me. Only Double points instead of triple. Called Earth. I have been advised, that I would get the normal points at the moment, but the additional points within 6 weeks.
Seems not not work properly, as normal points are 1,5.
Might cancel the card anyway, sa soon as the promotion is over.

 

[oz_mark]

Double points is the gold offer. Sounds as though they have not set the plat promotion up correctly

(and if they need proof, the triple points offer is on the earth website as an introductory offer for the plat card)

 

[lovetravellingoz]

Double points is the gold offer. Sounds as though they have not set the plat promotion up correctly

(and if they need proof, the triple points offer is on the earth website as an introductory offer for the plat card)

The Plat offer is actually double...it is just the base points rate for the Plat Card is 1.5.....so it ends up 3 (or 4 for QF spend).

Earn 3 Qantas Frequent Flyer points per $1 spent on purchases5 using your Earth Platinum American Express® card until 31 Mar 09 (from 1 Apr 09 earn 1.5 Qantas Frequent Flyer points) to accelerate your points earning power1

 

[lovetravellingoz]

Just had my first lot of points post on my new Earth Plat Card.....and like those earlier it is at the wrong rate of 2.

 

[oz_mark]

The Plat offer is actually double...it is just the base points rate for the Plat Card is 1.5.....so it ends up 3 (or 4 for QF spend).

Earn 3 Qantas Frequent Flyer points per $1 spent on purchases5 using your Earth Platinum American Express® card until 31 Mar 09 (from 1 Apr 09 earn 1.5 Qantas Frequent Flyer points) to accelerate your points earning power1

Just to make it clear then

• 3 points per dollar is the plat offer
• 2 points per dollar is the gold offer

It seems they are giving the gold offer (or the 1.5 base is not being applied!)

 

[medhead]

Seems I have this as well. I saw that the points were a bit short but they were roughly 3 times what I spent up to 30 Oct. Assumed they did the points based on the end of month balance. But checked now and it's twice the full statement amount and 60 points short of the end of Oct amount.

Another warning to all, check your annual fee. I was charged the full $250. 5 minute job on the phone to get a credit for $125 as per the offer. And the first CSR was able to do it without any hassles. Just "checked a few things". I assume they checked that I was a new customer. The credit due to come through tonight.

 

[Mox_Fulder]

As a new holder of the Earth Plat card as well, I noticed their monthly statement does not even give you a points summary of the purchases. At least with the Qantas Amex card, they provide a points summary for that billing cycle.

I have a feeling the Points cycle (when the transfer to Qantas) is different to the billing cycle of the card. Makes it hard to determine if they have transferred the appropriate amount of points earned.

I'd expected a better level of service for the Plat card but I guess, its just another credit card to the bank.

 

[medhead]

Ok, This is just a total banking classic.
(nb banking is a double entendre with substitution of 3 letters)

Just been on the blower with Westpac. It took 3 calls. Apparently, they have a range of different call centers. Rang the Platinum service number that's on the card, they put me onto the Earth Sales team (1300 132 431). Earth sales team claimed they are only there to put FF numbers onto accounts. They put me onto the earth service center (1300 762 284). This CSR then contacted the points crediting people - a senior person.

The story is that the gold crediting rate has been applied across both the earth gold and platinum cards for the promotional period. Hence we get 2 points now. Then, after the promotional period ends, they will go back across the accounts and recalculate the extra point for platinum cards. These will then be credited to FFP along with the 20,000 bonus. I kid you not, that is basically the answer I got.

I also checked the T&C and they only allow 6 months to claim missing points. For me 6 months works out at just about the first week of April. So if I have no extra points, I'll have to lodge a claim pretty quick after the end of the promotion.

I also asked about the points crediting cycle and they seemed to imply that it matches the statement cycle.

I didn't bother questioning about the 20 000 bonus because that is supposed to be credited in 6 weeks, so I'll wait and see.

 

[Mox_Fulder]

The story is that the gold crediting rate has been applied across both the earth gold and platinum cards for the promotional period. Hence we get 2 points now. Then, after the promotional period ends, they will go back across the accounts and recalculate the extra point for platinum cards. These will then be credited to FFP along with the 20,000 bonus. I kid you not, that is basically the answer I got.

It'd be nice if they spelt this all out in their promotional blurb before one applies for the card. We also now have to rely on them to do the right thing in early Apr 09 to credit the bonus points which we ought to have gotten.

Just seems to me they are making things hard on themselves.

Oh well.

 

[straitman]

Sounds like Westpac are doing their own version of the AMEX fiasco :!:

 

[medhead]

If I was cynical, I would think it is a ploy to lessen the cost of the promotion on the hope that people will not check or not claim the missing points within the six months.

But then there is also the rule of thumb that in the case of stuff ups, blame incompetence rather than malicious intent.

 

[lovetravellingoz]

I didn't bother questioning about the 20 000 bonus because that is supposed to be credited in 6 weeks, so I'll wait and see.

T&C
2. Extra 20,000 points on new Earth Platinum, extra 10,000 points on new Earth Gold and extra 5,000 points on new Earth cards. Your extra Qantas Frequent Flyer points will usually be allocated to your valid Qantas Frequent Flyer membership within 6 weeks of your third purchase. Customers who switch from existing Westpac credit cards to an Earth product are excluded from the extra 20,000, 10,000 or 5,000 points.

 

[Kazda]

.

I have a feeling the Points cycle (when the transfer to Qantas) is different to the billing cycle of the card. Makes it hard to determine if they have transferred the appropriate amount of points earned.

I've had a Earth card for a year now, and I can confirm that the points cycle is exactly the same as the billing cycle, with the points being applied to my QFF account the day after the statement end date.

I've also just applied for and received the Earth Platnium card, so I will eagerly await my 1st lot of points to see if the 3pts per $ spend is being applied for all the Amex purchases.

 

[straitman]

T&C
2. Extra 20,000 points on new Earth Platinum, extra 10,000 points on new Earth Gold and extra 5,000 points on new Earth cards. Your extra Qantas Frequent Flyer points will usually be allocated to your valid Qantas Frequent Flyer membership within 6 weeks of your third purchase. Customers who switch from existing Westpac credit cards to an Earth product are excluded from the extra 20,000, 10,000 or 5,000 points.

Pretty simple really though I'm sure some people won't quite grasp the concept and will argue the point.

 

[medhead]

T&C
2. Extra 20,000 points on new Earth Platinum, extra 10,000 points on new Earth Gold and extra 5,000 points on new Earth cards. Your extra Qantas Frequent Flyer points will usually be allocated to your valid Qantas Frequent Flyer membership within 6 weeks of your third purchase. Customers who switch from existing Westpac credit cards to an Earth product are excluded from the extra 20,000, 10,000 or 5,000 points.

Are you trying to say I got something wrong? Perhaps I wasn't clear. As you would have noticed many people are only getting 2 points per dollar on the platinum. When I rang and queried this I was told that I would get the extra 1 point per dollar and the 20 000 bonus points after the end of the promotion period in April 2009. That is 5 months away, slightly longer than 6 weeks.

As I stated, I didn't bother to question this because i am still within the 6 week period. Hence I will wait to see what happens. If I don't get the 20,000 bonus points after 6 weeks then I will ring back and lodge a claim.

Pretty simple really though I'm sure some people won't quite grasp the concept and will argue the point.

Yes, it is rather simple and I really do feel that if my whole post was read then it would be understood that I do grasp the concept of 6 weeks.

Or perhaps there is a double misunderstanding here. Are you suggesting that 6 weeks means I should be waiting until the end of the promotional period, which would be close to 6 months after my 3rd purchase.

 

[lovetravellingoz]

Sorry this helps how?

Are you trying to say I got something wrong?

No..not at all.

Perhaps I wasn't clear. As you would have noticed many people are only getting 2 points per dollar on the platinum.

Yes if you read above again you will also perhaps notice that the "many" people includes me.

Yes, it is rather simple and I really do feel that if my whole post was read then it would be understood that I do grasp the concept of 6 weeks.

Or perhaps there is a double misunderstanding here. Are you suggesting that 6 weeks means I should be waiting until the end of the promotional period, which would be close to 6 months after my 3rd purchase.

You are reading way too many things into my post.


I was simply confirming the six weeks by posting the relevant T&C.

 

[medhead]

You are reading way too many things into my post.

Yes, sorry. That wasn't about your post. I'm reading to many things into Straitman's post.

I still don't know who these many people are who can't grasp the concept of what you highlighted

 

[futago flyer]

Thanks for the useful posts.

I called again today and was told I get two points per dollar spent and then I get the third point per dollar at the end of the month when the next statement is issued.

We'll see...