Qantas refund missing

[Flyfrequently]

I kept a record of what I went through to get to this point between July and now.
I called Qantas a total of 7 times, each call would have been at least 30 mins going through various call centres.
I called ANZ a total of 5 times, each call was about 45 mins.
I have logged 5 separate online support requests with Qantas.
I received 3 separate letters in the mail from ANZ.

Within 3 hours of logging a complaint with Airline Customer Advocate I was contacted by Qantas to offer me the full refund and confirm new bank account details.

Well done with persevering @garol

 

[PaulyB]

Within 3 hours of logging a complaint with Airline Customer Advocate I was contacted by Qantas to offer me the full refund and confirm new bank account details.

Ye gods. The unfortunate thing is that you probably had to go through (at least) some of that for them to take action.

I am gobsmacked that they don't even send a confirmation email that the cancellation has been received. Although I have no card expiry issues I am waiting for an Emirates reward (thought Qantas) cancelled about 3 weeks ago. I might be following in some of your footsteps soon!

 

[clifford]

I am gobsmacked that they don't even send a confirmation email that the cancellation has been received.

Yes, I agree that's very poor, but neither does VA. However, VA processes the refunds straight away. Qantas just wants to hang on to your money for as long as possible (or longer if they can). AJ's ghost still lingers.

 

[justinbrett]

Yes, I agree that's very poor, but neither does VA. However, VA processes the refunds straight away. Qantas just wants to hang on to your money for as long as possible (or longer if they can). AJ's ghost still lingers.

I’ve found sometimes QF cancels straight away and refund is very quick (points within hours) and other times it can take weeks. The difference is whether it requires a manual review.

 

[PaulyB]

I’ve found sometimes QF cancels straight away and refund is very quick (points within hours) and other times it can take weeks. The difference is whether it requires a manual review.

Yes - in my case it is 2 J pax on 2 flights using Emirates out of Bengaluru so there are probably a few moving parts. Nevertheless even the lack of basic communication is very poor customer service

 

[garol]

So it's deja vu for me. I had to cancel another reward booking I made with a credit card that had since been closed. This time I called the call centre to cancel the booking so that I could provide new payment details to refund the taxes to. I successfully provided the new details and was assured the refund would be processed to this new card. Fast forward two weeks, the points were refunded and I got the standard email saying the taxes were refunded to the payment card. I decided to call Qantas to check it was processed to the new card details, but it seems they 'forgot' to do this and it went to the original card. They have logged a case with the finance department to investigate.

My theory is that the refund is an automated system and they dont have a process to update the payment details. Why is Qantas so efficient at taking our money but so inept at refunding it. No need to answer that question...