QFF Transfer Problem - Where are my points?

[Dougo]

I think all banks are as bad as each other - just what level of customer service do they think they are providing when they have trained monkeys reading from a screen???

At least Citibank customers don't have to listen to the recorded message from Westpac that goes on and on and on about some award they won and then says "I will put you through to an expert on earth"!!! Are they kidding???? Expert!!! What a joke.

I'd already rung Qantas about some missing points and they referred me to Westpac. Before I had a chance to ring Westpac, I received a letter from Westpac saying they didn't have my Qantas FF number, so I rang them.

W'pac - "We need your FF number"

Me - "you have it and have had it from when the account was opened"

W'pac -"We don't have it"

Me - "OK here it is again.... what happens to the transactions that have been processed without my FF number?"

W'pac -"they've already gone to Qantas"

Me - "They are not recorded against my QFF acount as I checked yesterday. You said you didn't have my FF number, which you did, so where have my FF points gone?"

W'pac -"Qantas - we can't see them on our system so you have to ring Qantas".

So far, the points - quite a few of them - have not showed up on Qantas and Westpac can't see them - they are not on their system so they aren't responsible.

So much for being an expert on Earth - they are on a planet, but it's just not this one.

Any thoughts as to how I can get my points ????

 

[Jorja Brown]

Re: Citibank - Why are they so difficult to deal with?

Dougo, with the Earth points you are wondering about, they may be nowhere if Westpac didn't have your FF membership number within four months of card approval. (conditions of use 15.6 (a) and (b) P46).

 

[serfty]

Created this thread from posts here:

http://www.frequentflyer.com.au/com...k-why-they-so-difficult-16794.html#post226381

 

[futago flyer]

Dougo - I found that a compliant via the Westpac website (there is an online form) resolved some of my missing points. When Earth started its promo 3 points per $1 of the amex plat I found that the points were being credited all over the place. The compliant was lodged, followed up with a phone call and resolved in 24 hours. I provided them with information from my statement (amount spent) and how many points I was missing - it all came through.

I don't know if this is everyone's experience, but I found them to act rather quickly.

I should mention they had my FF number and points were slowly coming through - so it could be different for you.

 

[Dougo]

Thanks for your advice - I'll head down that path in a week or so if my points haven't shown up.

I did speak to our W'pac Branch today and they suggested calling Qantas again so that if I was fobbed off again, I could at least say that I've just spoken to them.

I rang Qantas this afternoon and they said that it takes 6 weeks from the date of the first transaction for the points to show up on my statement. They suggested I wait a few more days to see if it shows up before contacting either party again.

In the meantime, I guess I have my Westpac statement that shows I spent $$ so it's some consolation that that part can't be disputed.

 

[Bundy Bear]

Thanks for the post Dougo; About 2 months ago I upgraded my Westpac credit card to the Earth one; at least I am not the only one wondering when my points will show up.

 

[Dougo]

Will post the outcome soon - I hope - but I'm not holding my breath.

 

[Bundy Bear]

Just spoke to Earth; for some reason the phone number that was written on the letter is not the one to use when discussing points. :shock:

The number I had was 1300 762 284; and they suggested to use 1300 132 431.

The call got transferred through and they said there seemed to be a problem as there was no number listed. I know when I filled the form out I had a Qantas number listed. After giving them the number they said it should take about 3 days.

I will report back in a few days as my Qantas Frequent Flyer account is looking a bit sick at the moment.

 

[Bundy Bear]

The points posted, I didn't seem to have any bonus points but its better than nothing.

 

[Dougo]

Yippee !! Got my points through at last. They included my sign on (bonus "paid" on three spends prior to 31 March) and the points for my "normal spends", but not the extra bonus points per spend. I was advised that these will be allocated "once the promotion has finished" and that I could expect to get them in late April. Well at least I now know that they haven't been lost forever in the ethernet.