Points Top Up Not Applied - Anyone had this before?

[ajobbins]

I was a few points short for putting in an upgrade request on an upcoming flight for my parents, so decided to purchase a block of points to get enough. I need to request ASAP as their flight is in less than a week.

The transaction went through OK, and I can see the points update in my Activity Statement, but my points balance didn't update. Have logged out and in again a number of times but no joy.

The upgrade page still says I don't have enough points, however if I go to the Points Transfer page, it has the correct number of points showing as available for transfer. This is the only page I seem to be able to see the correct points balance.

Has anyone else experienced this, and if so, did it resolve itself (quickly), or did you need to call? I'm hoping I don't need to call given current wait times.

 

[Joy6328]

Does it show any different in the app?

 

[ajobbins]

Does it show any different in the app?

No, same as web. Points balance doesn't include the top up, but can see it in the recent activity list

 

[Joy6328]

Mine have always been instant so I’d say it’s a call to customer service

 

[ajobbins]

*sobs to the sound of hold music*

 

[ajobbins]

An hour and a bit later and it's finally updated

 

[oz_mark]

I've seen it before, but it usually fixes itself.

(Makes me think we actually view a copy of the data that is not always consistent)

 

[Ewing]

I suspect there might be a reconciliation process that updates the balance based on activity (similar to a pending transaction on your bank statement being finalised).

I've had some recent upgrade deductions appear on the activity statement but take an hour or more to update the balance.