Westpac Black Altitude Bonus points.

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woodyren said:
Just got off the phone again to Westpac about my first lot of 20,000 points not arriving within the 8 weeks as stated in the T&C's. Despite promising a call back in 2-3 days it never happened but the phone rep told me that there is a LARGE backlog of points claims that have to be sent out manually due to what she stated was a "human error". I explained to her that if I make a human error and forget to pay a payment on time that I am certain Westpac would not just let go of any fees I incurred for the late payment.

Said it would take possibly another week and that even when they arrived they would not transfer to Qantas until Dec 6th due to the points missing my (cycle).

I have their customer complaints number 1300130206 and will be speaking to them tomorrow. She told me that they do NOT have an email contact when I asked.

I can feel an annual fee reimbursement AND some bonus points are on the way.

Anyone else caught up in this should pursue them strongly for appropriate compensation.
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Write a letter. It achieves several things:

1) Saves you the time of waiting on hold and then having to recall and repeat the same story to different customer service agents.
2) It means there is a permanent record of your situation. This is handy if you need to take your complain to the FOS at a later stage.
3) It forces them to respond. The longer they take to respond the greater your compensation.
4) Banks hate having to respond to letters. It will take up a LOT of time for them

I have this card and have spent the $5000. May be I should start drafting my letter of complain now :)
 
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They called me back today to confirm that the 20k points have still been delayed again but my annual fee waiver had been approved.
 
I am currently in letter writing mode after two different departments agreed that them saying sorry is fair compensation.
 
Dr Ralph said:
You need to be assertive. If they have broken the terms of the contract you need to repeat the phrase 'You have breached the conditions of the contract between us. I require damages to be paid'. I'd also mention that you will take the matter to the FOS. That will get them very interested!
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What is the email address you use?
 
woodyren said:
[email protected]

I sent my request last night and asked for an email AND written reply.

I received a call this afternoon but was busy at work and requested they call me tomorrow.
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Pleasantly pleased to see that my promised refund was more than my annual fee. 100k QFF for nothing but some pointed calls and childcare prepayment. I suggest you give them hell over the phone and try to get in touch with the customer experience team. Letters are such a hassle.
 
We are overdue the full bonus on one card and the 20,000 bonus on the other card. I have sent two emails to westpac tonight. Will see what they say!
 
Customer experience (who have been disarmingly competent compared to the likes of Citi, Latitude and NAB) confirmed I would get my 20k points in my next (mid Dec) cycle and then the 80k three months after my min spend, so mid Jan. I need the points for a birthday booking for March 2019 that I'll make a year ahead, so fairly happy with the result, assuming there's no further mess ups.

How did everyone else get on?
 
Received confirmation that annual fee will be reimbursed. Don't settle for anything less.
 
So I applied for this card probably late september, got the card in October, and spent about 5k on it - when I look at the available balance, it clearly has spent over 5k - and that is first month alone. Just today I checked my activity statement, and there is 23k points + some change from Westpac Altitude Qantas. I'm guessing the 3k + some change in points was up to the moment of the statement, plus 20k bonus (maybe) ?
I'm guessing the additional 80k will come in the next statement, once its ticked over the 5k threshold ? Is that similar to what others are seeing? Annual fee of $195 has been charged. I also just made a booking with QF last week, and missed the point about having to register with Westpac for the Qantas lounge pass, prior to making the QF spend. I registered today nevertheless - any ideas if the passes will come, or are they likely to say that the spend was not eligible ?
 
Can sadly advise I ordered this card in June, met the spend criteria within second month, (August), and have just had my November points post - but no 80k bonus. I will call them tomorrow to blast them and see what they say - I don't care about an annual fee re-imbursement - that was charged months ago and and at half price - I just want my damn bonus points!
 
Demonoid said:
Can sadly advise I ordered this card in June, met the spend criteria within second month, (August), and have just had my November points post - but no 80k bonus. I will call them tomorrow to blast them and see what they say - I don't care about an annual fee re-imbursement - that was charged months ago and and at half price - I just want my damn bonus points!
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So you don't want the $195 annual fee that you paid reimbursed back. We all care about the points and you will get them eventually but they will also give you your fee back if you bother to follow it up. It can be done at the same time as chasing up your points so it's zero extra effort.
 
woodyren said:
So you don't want the $195 annual fee that you paid reimbursed back. We all care about the points and you will get them eventually but they will also give you your fee back if you bother to follow it up. It can be done at the same time as chasing up your points so it's zero extra effort.
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Sure you wouldn't like the fee reimbursed - I just thought its been almost 6 months since they charged it and I have been using the card all the time since then - maybe I did not want to bite of more than I could chew I don't know. But I suppose it can't hurt to ask.
 
The normal customer rep can chase up points but cant authorise compensation. Read earlier in the thread for the customer experience email and demand compensation for their breach of T&C's. Ask for their reply in both email and letter if they won't reimburse you AF so that you can then take the matter up with the FSO. Had my fee returned within 2 days.
 
Bilton said:
<sigh>

That is precisely what I did.....
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Wow. very surprising. I have had three different cards now who have strayed outside their T&C's.

Nab Velocity....Points credited outside period. Agreed to refund my AF of $150. Refunded me $250.

St George Qantas FF. Had an issue with their wording on what I could spend on to meet minimum spend. Agreed to give me my bonus points without meeting minimum spend.

This card. First 20000 BP's credited outside 8 weeks as per T&C's. Refund of AF.

I just keep asking for a supervisor or asking for a written response so I can take it up with the FSO but have never needed to get that far.

Keep up the fight if you think its worth the effort. My guess is that a LOT of people are affected by this system fault on this card.
 
woodyren said:
Keep up the fight if you think its worth the effort. My guess is that a LOT of people are affected by this system fault on this card.
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Once I actually have the points in my QFF account, I do intend to have another discussion with Westpac customer experience about the breach of terms.
 
BettyB said:
Is there anyway on the Westpac online banking site to see the points you've earned for this card like you can do on the ANZ site?
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I was wondering that and it appears not. My first chunk of points (20,000 + spend + bonus QF spend) have landed in my QFF account so that appears to be the only way to monitor points, apart from the statement, but I have yet to receive my first statement.
 
Wow, reading the other posts on getting the bonus points makes me glad I only recently signed up for this card. It looks as though Westpac have sorted their systems out now because, as per post above, my initial 20k points have credited to my QFF account inside of 4 weeks of account opening.
 
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