Reduction in Transfer Rates to Velocity/Krisflyer

[shan1983]

Pretty poor form from Citi and just when I was going to take up the Signature Card after receiving a promotion at work!
After being burned by them reducing the Emirates Skyward mile earn rates a few years ago on that Mastercard, I shouldn't have even begun to look at the again.

So if I am looking at a non QF or AMEX earning card that I can warehouse points, where should I be looking? I prefer having the option to select which airline my points transfer over to. Hopefully this (the Signature) still isn't the best card in that regard.....

 

[VAG newbie]

What is the best email address to send complaint to? I tried the online feedback and my Message function of my account, it won't send, keeps on saying no special characters. I've deleted all column, brackets, hyphens, but still refuse to send. The only other "special character" that is left are the punctuations.

 

[doctau]

What is the best email address to send complaint to? I tried the online feedback and my Message function of my account, it won't send, keeps on saying no special characters. I've deleted all column, brackets, hyphens, but still refuse to send. The only other "special character" that is left are the punctuations.

Parenthesis and quotes will do it. I had to remove everything except period and commas.

 

[doctau]

I just got off a call with them. They said that there was notification in our electronic statements, and when I said that I did not see any, they assured me there were (which we all know is wrong). They said they would look into it and get back to me. I also sent them a message in the online tool, with more detail about the T&Cs.

 

[lmere12]

I called this morning and the lady checked and said no notification was sent to me. And I have 5 million points warehoused with them and 20 years with them. Not happy

 

[yohy?!]

I just got off a call with them. They said that there was notification in our electronic statements, and when I said that I did not see any, they assured me there were (which we all know is wrong). They said they would look into it and get back to me. I also sent them a message in the online tool, with more detail about the T&Cs.

The only notification in the last 3 months is a change to terms and conditions that take effect from 1 December - nothing that relates to rewards in there either.

 

[Alanslegal]

I called this morning and the lady checked and said no notification was sent to me. And I have 5 million points warehoused with them and 20 years with them. Not happy

5 million ? I am impressed.

However am not impressed at the no-notice from ****tyBank.

 

[Plutonus]

FYI for those looking to complain about losses and gain reward points to offset those, having recently been through this with Citigroup and FOS, it's important to note FOS will generally only rule on incurred losses and they will not award points as compensation. This means you need to have a demonstrable financial loss.

For example the sudden points devaluing without notice resulted in you needing 100k extra points, which you purchased at $1,000 to buy a flight. Your loss as a result of Citi's conduct would therefore be $1,000.

However, if you only intended to purchase the flight, but didn't, you have incurred no loss, and FOS will not award compensation for speculative losses.

 

[lmere12]

5 million ? I am impressed.

However am not impressed at the no-notice from ****tyBank.

Yes almost Pretty peeved, just rang again and the lady pretended to not know what was going on then said notification was sent. I said bullocks as the lady this morning and quoted her employer ID checked and said NONE was given. Hung up

 

[Spizz]

I just notified David from AUSBT about the situation and he replied back that he will have a news article up about this tomorrow. The more people that know the better.

 

[LordGarlic]

Citibank Complaints policy.
I would probably give them a call using teh number listed on their policy
http://www.citibank.com.au/global_docs/pdf/citi_complaint_resolution_policy.pdf

 

[edman]

I just notified David from AUSBT about the situation and he replied back that he will have a news article up about this tomorrow. The more people that know the better.

True that. One of the questions I got asked by the CSR yesterday was where I found out about this from. Must have thought that by sneaking it in no one would notice for a while.

 

[lmere12]

The Customer Advocacy Unit can be contacted in 4 ways:
Phone 1300 308 935 or + 61 2 8225 0615 (if outside Australia)
Visit our website at www.citibank.com.au/contact us & click on ‘Email Us’ and select ‘Online Feedback’’ Fax to +61 2 8225 513
aust.customeradvocacyunit@citi.com.

Just spoke to Customer Advocacy, she is forwarding the complaint and will give me a case ID but basically said they don't have to tell us too bad so sad.

 

[yohy?!]

FYI for those looking to complain about losses and gain reward points to offset those, having recently been through this with Citigroup and FOS, it's important to note FOS will generally only rule on incurred losses and they will not award points as compensation. This means you need to have a demonstrable financial loss.

For example the sudden points devaluing without notice resulted in you needing 100k extra points, which you purchased at $1,000 to buy a flight. Your loss as a result of Citi's conduct would therefore be $1,000.

However, if you only intended to purchase the flight, but didn't, you have incurred no loss, and FOS will not award compensation for speculative losses.

This is good to know - KF Buy Miles @ $40SGD/1,000 so surely it makes sense for them just honour the rate at their wholesale cost!

 

[lmere12]

Hi guys,

If it helps anyone, I'm including a copy of the message I just sent to Citibank through secure messaging. I have read the terms and conditions and my reading is that Citibank is in breach of contract.


...

Hi daveozsydney, I've made my formal complaint and have a case ID . the lady basically said they don't have to notify of any changes, very sorry nothing we can do. I have almost 5 mil in that account which means substantial loss as points were only used for SQ redemptions. Any further advise from you is appreciated. cheers.

 

[LordGarlic]

Hi daveozsydney, I've made my formal complaint and have a case ID . the lady basically said they don't have to notify of any changes, very sorry nothing we can do. I have almost 5 mil in that account which means substantial loss as points were only used for SQ redemptions. Any further advise from you is appreciated. cheers.

Have you tried the consumer advocacy unit???

 

[N860CR]

About the level of customer care one could expect from Citi. If anything, the offshore staff are better as they seem to want to actually fix things. The people in Australia have a major attitude problem.

 

[hummel]

Hi, Adam. We regularly review the rewards program and the cost of rewards made available in the program. From 1 Nov 2015, transfers to Velocity or Krisflyer programs have been changed based on recent review. We have notified our customers on our rewards website at the time you redeem your Reward. For further details, you can contact us on 13 24 84 at any time. For T&Cs, please see clause 6.2, point 3: http://spr.ly/6182BPwHA.

This is what the they told me via Facebook.

 

[lmere12]

Have you tried the consumer advocacy unit???

yes that's who I rang. They put the complaint through but said sorry, didn't have to tell you.

 

[daveozsydney]

Hey arrow29, worth looking into the business accelerator card - all you need is an ABN. Gives huge point earn on amex upto 100K points. Better than the plat charge. I use plat edge for supermarkets and fuel and velocity plat (supp on my wife's as you can only have two primary amex cards) for restaurants (amazed at how much i spend on it!). High street black cards like Westpac Altitude are good for 1.5 per dollar (can't remember what the krisflyer earn is however)