Earth Plat.. what the! Points don't add up
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Discuss Earth Plat.. what the! Points don't add up, on the Other Credit Card Rewards forum of FrequentFlyer.com.au, the home of frequent flyers.
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I called again today and was told I get two points per dollar spent and then I get the third point per dollar at the end of the month when the next statement is issued.
We'll see...
Excellent. That's much better than waiting until April next year. They might have fixed the mistake.
Thanks for the info.
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I called Westpac about this as well today. Spoke to Platinum Service and the woman was unhelpful. I think she suggested that she had spoken to other people who had made the same complaint. She then said she would have to transfer me. I thought she was telling me that I would have to be transferred to a section that dealt with Qantas FF points. What she was actually telling me was that she was transferring me to Qantas.
I called the Earth No that I saw somebody else post (1300 762 284). I spoke to one person, was told I would have to be transferred to somebody else, spoke to somebody else who was not in the Earth section but who said that I was the third call they had taken today about the 2 rather than 3 point issue, was then transferred back to Earth (and had to go through the automated system at the beginning again) spoke to somebody else who told me they had never heard of this issue before, was transferred to another person who also repeated that this was the first time they had ever heard of this issue and my special case would have to be investigated and so they would put me through to complaints. I sat on hold for about five minutes and then my secretary and I performed a comical game of phone line tag that ended with Earth accidentally being hung up on.
So I tried again through the Earth No. Was put through to somebody "senior" who was quite helpful. He said he would need to log it as a complaint for investigation. I asked if this was a common problem. A bit of mumbling and I suggested that this was being reported online and if it was just something that was a general problem that Westpac would fix in due course I didn't see the need to go through the complaints process. He indicated that there had been other complaints but that it was not happening to everybody and therefore my case would need to be investigated by complaints to work out why points weren't going through for me. He told me I would have a response in five days (I think that was business days).
I'm not sure whether I believe that this is not a general problem. I'll report back on the response I get.
Excellent. That's much better than waiting until April next year. They might have fixed the mistake.
Thanks for the info.
medhead,
I believe that this post highlights what I was trying to get at. Whilst my comment was not aimed at anyone in particular I'm still constantly amazed when people believe the seemingly random comments from the AMEX phone reps over what is written in the T&C.
I believe that this post highlights what I was trying to get at. Whilst my comment was not aimed at anyone in particular I'm still constantly amazed when people believe the seemingly random comments from the AMEX phone reps over what is written in the T&C.
Well maybe that is a probalem and I'm certainly amazed at the number of people on forums such as whirlpool who appear to be completely ignorant of telecommunications T&C.
However, there seems to be >95% T&C awareness on AFF. In this thread in particular, no one seems to have believed random claims by CSR, despite passing on the info that CSRs have provided. In particular I didn't challenge the random claims because I knew that I still hadn't passed the 6 weeks.
In any case, due to all the great info here the first steps seems to be to wait for the next statement and then claim the missing points if they don't turn up.
BTW I think most of us are dealing with Earth or westpac call centers not amex. Or do amex run the earth call center.
Last edited by medhead; 15th November 2008 at 12:07 AM.
Reason: spelling grammer
I called the Earth No that I saw somebody else post (1300 762 284). I spoke to one person, was told I would have to be transferred to somebody else, spoke to somebody else who was not in the Earth section but who said that I was the third call they had taken today about the 2 rather than 3 point issue, was then transferred back to Earth (and had to go through the automated system at the beginning again) spoke to somebody else who told me they had never heard of this issue before, was transferred to another person who also repeated that this was the first time they had ever heard of this issue and my special case would have to be investigated and so they would put me through to complaints. I sat on hold for about five minutes and then my secretary and I performed a comical game of phone line tag that ended with Earth accidentally being hung up on.
Hmmm...what ever happened to Westpac's Ask Once policy ?
Will certainly be keeping an eye on next month's statements to see if the missing points turn up...
Earlier this year when I was gong through the Westpac hoops trying to get them to credit the bonus points at that time I ended up going through their 'complaints' process. It seems that the complaints process put me in contact with people in Westpac (I think EDS operated their call centres at that time). Still took a few more times for ME to read to THEM their own T&Cs.
Earlier this year when I was gong through the Westpac hoops trying to get them to credit the bonus points at that time I ended up going through their 'complaints' process. It seems that the complaints process put me in contact with people in Westpac (I think EDS operated their call centres at that time). Still took a few more times for ME to read to THEM their own T&Cs.
I thionk you may be right that the complaints process gets to someone in Westpac. I have always been able to resolve a problem within a week or so once into the compalints process.
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It worked like a treat....and truly great service from Westpac. So Westpac take a bow
They rang me today...and then sent a confirming email:
Dear Mr Xxxxxxxx
Our Reference Number XXXXXXX
I refer to your concern raised regarding your Earth Credit Card and the missing points from your Qantas account.
Firstly, please accept our apologies for the inconvenience caused. Thank you for taking the time to inform us of your concerns.
As you had taken up the Earth Platinum card during a period where there had been an offer of 3 points per dollar, you have since found that the points which you have received only add up to two points per dollar.
For the duration of the promotion you will find that you will receive two allocations of points per month.The first allocation of points will equate to 2 points per dollar for the American Express card spend and the second allocation of points will be at the end of each month where you will receive the remaining points balance, this being one point per dollar.
I trust I have addressed your concerns, should you have any problems with this matter, I can be contacted from 8:30am to 5:00pm Monday to Friday 1300 130 206 extension 14034.
Yours sincerely
They also confirmed on the phone that I would get the extra points within two weeks.
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