Westpac Earth points ripoff and shocking customer service

[N860CR]

I'm pretty disappointed with Westpac at the moment. Something didn't look quite right with my Earth points for the month so I added them up and found a few issues:

1) the points stipulated on my statement were about 1000 points less than those allocated to my QFF account.

2) Qantas bonus points were only awarded on flights booked through the .au site, not the NZ site.

Finding this a bit odd, I emailed Westpac for an explanation and got a number of generally unhelpful emails back. The jist of it,

1) not our problem if the wrong number of points credited, take it up with Qantas

2) bonus points are only awarded on flights made via .au. We know it's not in the terms as conditions, but that's just how it is. They again said it was Qantas' problem, not theirs.

I asked why it's not in the T&Cs and was told "it's just not" and to call the ombudsman.

Pretty poor all around from Westpac (especially given ALL of my money, property loans are with them). Very disappointing that they admit they're working outside of the T&Cs but clearly don't care.

 

[wxxnxs]

Did you use your card to Bpay some bills, if you did, then you don't get points for those transactions.

 

[N860CR]

No, purchases only. The problem with the incorrectly allocated points is a strange one. The statement clearly says xx_ amount of points to be allocated, however a different amount has actually been processed.

Westpac's attitude is what's pissed me off the most. They've always impressed me in the past.

 

[wxxnxs]

Time to change?

 

[N860CR]

Yep if I don't get an acceptable response (via the Ombusdman as that's where I've been told to go), I'll swap it all over. Pain in the backside, but service is important to me.

 

[hummel]

Time to change?

On that note, I'm ready to cancel my westpac earth card...annual fee not due to November, what are my chances of getting a pro-rata refund on the annual fee?

 

[KateMayo]

On that note, I'm ready to cancel my westpac earth card...annual fee not due to November, what are my chances of getting a pro-rata refund on the annual fee?

I'd say good... got mine pro-rata refunded last year when I cancelled

 

[N860CR]

An update on this one. I've just been basically abused down the phone by a "manager" at Westpac (FYI, that title basically gets given to everyone) who has said that everyone I've dealt with has failed to do their job properly but, in aabsence of other words, "stiff". Aparently Qantas FF points should be paid on ALL Qantas earth bookings as per the T&Cs and if you've not received these points i'd suggest you contact Westpac right away.

Customer Service at the bank is a total joke and some person has attempted to explain their structure to me but couldn't even understand it herself! They'll be losing all my business tomorrow (after nearly 10 years)

 

[mannej]

An update on this one. I've just been basically abused down the phone by a "manager" at Westpac (FYI, that title basically gets given to everyone) who has said that everyone I've dealt with has failed to do their job properly but, in aabsence of other words, "stiff". Aparently Qantas FF points should be paid on ALL Qantas earth bookings as per the T&Cs and if you've not received these points i'd suggest you contact Westpac right away.

Customer Service at the bank is a total joke and some person has attempted to explain their structure to me but couldn't even understand it herself! They'll be losing all my business tomorrow (after nearly 10 years)

It does really make a mockery of the 9 and 10 star service marketing that is all over their branches. I have had some of the best service from the branch I frequent, but some of the others have been terrible.

I guess with banks it is a case of voting with your feet if you are getting the raw end of the deal.

 

[N860CR]

It certainly does. What disappoints me more than anything is that I've stuck with Westpac over the years because I always got good service, but with this stuff up and another recent one with one of their ATM's eating my card (and apparently that's the hardest thing in the world to deal with, FYI), I'm just in total shock as to how bad it's gotten.

Vote with my feet I shall.