Email from QFF [FF Account suspended]

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christopherc

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Apr 4, 2010
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Hi everyone

I just received an email from QFF, i was very disappointing, i am QFF since 17 years and more than 10 years metal. ANY HELP will be appreciated

"Dear Mr xx_xx_X,

I’m writing to you about your membership of the Qantas Frequent Flyer Program.

Following an audit of your earning and redemption activity, it has come to our attention that you may have received Qantas Points via the family transfer benefit from persons who are not eligible family members. This is in breach of the Qantas Frequent Flyer Terms and Conditions.

Eligible family members are listed under Definitions in the Qantas Frequent Flyer Terms and Conditions. The names of the members involved are

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As a result, we have suspended your account while this matter is under review. Full details of the Terms and Conditions can be found at:

Frequent Flyer - Discover and Join - Terms and Conditions

During the suspension period, you will not be able to earn or redeem Qantas Points, or make any amendments/changes to award bookings.

Please provide us with documentary evidence, within 21 days, that the person listed is an eligible family member. If this evidence is not satisfactory or if we do not receive a response from you within this time, your account may be terminated and any issued points and award bookings cancelled.


Yours sincerely


Jennifer
Fraud Specialist
Qantas Frequent Flyer Service Centre"
 
Were they eligible family members? If so you got nothing to worry about.
 
So are they family according to the very generous description allowed by Qantas?

'Eligible Family Member' of a Member means any person the Member can demonstrate, to the reasonable satisfaction of Qantas, as being related to that Member in any of the ways described below:

  • Husband/Wife
  • Parent/Step-parent
  • Domestic Partner/De Facto
  • Child, including foster and step-child
  • Brother/Sister
  • Half Brother/Sister
  • Grandparent
  • Grandchild
  • Son/Daughter-in-law
  • Brother/Sister-in-law
  • Father/Mother-in-law
  • Uncle/Aunt
  • Nephew/Niece
  • First cousin

If so provide the relevant data and see how you go. If not.. well they've warned you of the potential consequences. One thing to be aware of, just tell the truth and beg for mercy if required. If you lie you're more likely to suffer serious consequences.
 
What help are you after? As others have mentioned if the person who transferred the points meets the definition of eligible family member what is there to be worried about? If not, what can you be disappointed about?
 
Make sure it is a real email. Though don't know why someone would do a spam on that type
I wonder how the heck they would be able to audit you and say not family members
With divorces..second marriages..blended families
 
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As others have eluded to, if you've bought or sold points to/from someone else, this email would be because Qantas knows about it. I'm certainly not accusing you of anything but just laying out what generally happens. You may have transacted with someone recently or even some time ago who has then gone on to make other transfers, and QFF now walk through each of these transfers and send a please explain to every transfer(er/ee).

It may also be entirely in error but the general context in which I've seen these emails is when someone's transacted with another person who has subsequently been caught out buying or selling points elsewhere.
 
Log in and see if it still works?

Have you had a lot of points transfers?

More info required.
points bought online (maybe 100K or 200K i really don't remember) and points transfered from my daughter in law (5000points)and from a friend (no money transaction as it was a gift 15000points)
i didn't know it was not allowed to buy or give points to people as many airlines are intelligent (you can do it on many airlines) and i didn't use it to buy any award ticket or to retain a status.
 
Sounds like an abject apology and begging for mercy may be best. And, maybe offer to give up the purchased points. Can you still log in to check what that amount of points was?

Wondering about 'proof'. My cousin from the UK visited and transferred his 6K QF points gained in Aus. Not sure how I'd prove he is my cousin. Would a sat dec do? I have a photo of us when we were 5 and 8. ;)
 
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i didn't know it was not allowed to buy or give points to people as many airlines are intelligent (you can do it on many airlines) and i didn't use it to buy any award ticket or to retain a status.

Looking at this from a distance, it does look as though you redacted 6 names from that email (which is a lot and probably why you're being asked to explain), and that you're obviously fairly fired up about this, but both Virgin and Qantas are very clear about family transfers and it sounds to me like you're on a collision course here if you're going to put the blame on QF.

I would not take a fighting stance on this one. I don't think what you suggest about points transfer with other airlines is true (there's a general industry wide avoidance of allowing points to become a general currency, it does not help the airlines in any way) and you'll lose any empathy from the airline if you're blasting them for you not following the rules.
 
points bought online (maybe 100K or 200K i really don't remember) and points transfered from my daughter in law (5000points)and from a friend (no money transaction as it was a gift 15000points)
i didn't know it was not allowed to buy or give points to people as many airlines are intelligent (you can do it on many airlines) and i didn't use it to buy any award ticket or to retain a status.

You might need to consider how to phrase the 'I didn't know' angle. On the transfer page you cannot complete a transfer without selecting the relationship you have to the transferee. If you have given points to people in the past you would have had to selected one of these options. (If you have never transferred points previously this may work in your favour.)

Your account summary will show how many points you purchased (and presumably you checked at the time to make sure the transaction went through). Claiming you 'don't remember' may not aid your case.
 
You might need to consider how to phrase the 'I didn't know' angle. On the transfer page you cannot complete a transfer without selecting the relationship you have to the transferee. If you have given points to people in the past you would have had to selected one of these options. (If you have never transferred points previously this may work in your favour.)

Your account summary will show how many points you purchased (and presumably you checked at the time to make sure the transaction went through). Claiming you 'don't remember' may not aid your case.
Might be relevant how long ago this happened.
 
Might be relevant how long ago this happened.

True. The length of the history is 12 months on the QF site? (or is it more?) I guess it depends when QF identified the original seller of points. The investigation may have been going longer than a year.... but it would be in QF's interests to act on this before the points were transferred and used (so fairly quickly).

Buying and selling points isn't illegal. Just a breach of the terms and conditons. QF would have to take contractual action if they wanted to get the money for the points.
 
I wonder why you bought the points but haven’t actually used them because it does seem as if it was a while ago.
 
Tell them you belong to a polygamous religious sect and you will sue them for religious discrimination if they won't recognise your relationship?

This is from the other thread i must say good thinking Sherlock
 
points bought online (maybe 100K or 200K i really don't remember) and points transfered from my daughter in law (5000points)and from a friend (no money transaction as it was a gift 15000points)
i didn't know it was not allowed to buy or give points to people as many airlines are intelligent (you can do it on many airlines) and i didn't use it to buy any award ticket or to retain a status.
The points bought online will be the death of you there. Well, maybe not death but it's time to fess up and give a 'sorry, won't do it again'. It's probably not a great start by popping online to a forum to express your 'disappointment'. These guys do keep something of an eye on social media to see if there's some dodgy business going on.
 
Tell them you belong to a polygamous religious sect and you will sue them for religious discrimination if they won't recognise your relationship?

That's a bold move, Cotton. Not sure I'd be relying on an admission of committing the crime of bigamy to save my QFF points myself but I'd love every minute of reading the story of the maverick that gives it a go :)
 
Wondering about 'proof'. My cousin from the UK visited and transferred his 6K QF points gained in Aus. Not sure how I'd prove he is my cousin. Would a sat dec do? I have a photo of us when we were 5 and 8.

Generally, Qantas requires a stat dec for QFF account issues. I recall some wine didn't turn up from epiQure once and it required a stat dec before a new case was sent.

points bought online (maybe 100K or 200K i really don't remember) and points transfered from my daughter in law (5000points)and from a friend (no money transaction as it was a gift 15000points)

As below, this may work in your favour somewhat, as while you did receive points bought online and from a friend, they were the ones who needed to choose your relationship to them. So while you may have technically still broken the terms and conditions of the program, it was the sender who explicitly broke the rules by lying about the relationship. That said, it still comes down to how you word your response.

As for the points you received from your daughter-in-law... those are allowed, and it may further help your case if you can get a stat dec to 'prove' it was a valid transfer. Luckily with it being Christmas, everyone should be around to make this happen fairly quickly.

You might need to consider how to phrase the 'I didn't know' angle. On the transfer page you cannot complete a transfer without selecting the relationship you have to the transferee. If you have given points to people in the past you would have had to selected one of these options. (If you have never transferred points previously this may work in your favour.)

My emphasis for the above comment.

Not sure I'd be relying on an admission of committing the crime of bigamy to save my QFF points myself but I'd love every minute of reading the story of the maverick that gives it a go

Totally off-topic here, but if you were based in Salt Lake City you might have a chance there, otherwise... I don't think we'll be reading about that tale for a while.
 
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