Keep getting different stories about points refund?

[Lawlass]

I screwed up when booking a QFF reward flight - I thought I had more points than I really had, because the site hadn't updated to take account of another flight I'd booked. Nonetheless the QFF site allowed me to book a reward for 2 people.

I realised my error very shortly after and did one of those online chats - the CS person told me that the booking was fine and had in fact gone through because I had enough points. I told them what happened and that I did NOT have enough points, but they assured me I had a valid booking.

When the site updated, sure enough I didn't have enough points, so I immediately cancelled the booking over the phone. I was told then that the points would be refunded in a couple of days. After a couple of days I called again and was told it would normally take two weeks. Two weeks later, I was told they don't get re-credited for 28 days. It's frustrating to talk to three people and get three different stories and I'm beginning to doubt that they will get refunded at 28 days either.

Does anyone know what the real story is? I need those points to book another reward flight before availability disappears

 

[fairbasa]

Keep ringing them until they action it. Ring during business hours, I've found that way they'll often put you on hold and ring the appropriate department to refund the points immediately.

 

[JohnK]

I cancelled one of my reward bookings and the refund did not come through as expected. Called up and the cancellation was stuck in the manual processing queue. I requested that they process it ASAP and was processed on the spot and the refund of points appeared in my account shortly after.

 

[Pushka]

I had to rebook an award flight (Dubai - Doha) and the points were back within a day. This happened just last week.

 

[jetpack]

I had the same problem and was only successful on the third attempt. Keep ringing. Odds are that you'll eventually speak to someone who knows what they are doing.

 

[Lawlass]

Thanks for the replies. After another call, 52 minutes on hold, and a polite insistence that it actually be looked at, points have been recredited. It was definitely not going to just magically happen though!