I thought I would share an interesting story after spending 1hr and 2 minutes on the phone with Westpac.
For the past 12 months or so we have been using auto-redemption which Westpac ceased in August, converting to a direct earning of velocity points at an improved rate.
Fine.
Our VFF points normally arrived around 3rd or 4th of the month. This month, the first with the new system, they didn't.
We waited until the 10th before trying to find out why.
Looking at the relevant section of our statement added to the intrigue.
Firstly, the number of points earned didn't look right - about 500 short.
Secondly, the Westpac statement was showing our QFF number instead of our VFF number which they had been successfully using up until they changed the system.
Apparently, we're not the only ones with these problems. One suspects that the "upgrade" to the new system wasn't properly tested.
Westpac confirmed that they did have the correct VFF number and showing the QFF number was a "system issue". Presumably that also explains why the points haven't been credited if they have been sent to VFF with the wrong membership number.
As for the points discrepancy it appears that there was some sort of black hole for a couple of days at the start of the new system where points were not converted to Velocity points but instead remained as Altitude points but not shown on the statement. We have been assured they will be "auto redeemed" as previous.
The bottom line is, if you have the Westpac CC ~VFF link then you should check your statements very carefully.
For the past 12 months or so we have been using auto-redemption which Westpac ceased in August, converting to a direct earning of velocity points at an improved rate.
Fine.
Our VFF points normally arrived around 3rd or 4th of the month. This month, the first with the new system, they didn't.
We waited until the 10th before trying to find out why.
Looking at the relevant section of our statement added to the intrigue.
Firstly, the number of points earned didn't look right - about 500 short.
Secondly, the Westpac statement was showing our QFF number instead of our VFF number which they had been successfully using up until they changed the system.
Apparently, we're not the only ones with these problems. One suspects that the "upgrade" to the new system wasn't properly tested.
Westpac confirmed that they did have the correct VFF number and showing the QFF number was a "system issue". Presumably that also explains why the points haven't been credited if they have been sent to VFF with the wrong membership number.
As for the points discrepancy it appears that there was some sort of black hole for a couple of days at the start of the new system where points were not converted to Velocity points but instead remained as Altitude points but not shown on the statement. We have been assured they will be "auto redeemed" as previous.
The bottom line is, if you have the Westpac CC ~VFF link then you should check your statements very carefully.
