ANZ Is Not Awarding QFF Points after spending $7500 in required time

Ash-Say on 05/02/2016 - 19:10
Last edited 05/02/2016 - 19:11

Background

I have home loan with ANZ and I got it with Breakfree Package. To make use of breakfree package where I pay annual fee of $375, I applied for Qantas Frequent Flyer card (zero annual fee for life of loan) via branch manager at the time of signing loan documents. It was verbally advised by the manager that if I spend $7,500 in three months then I would receive 75,000 QFF points. The credit assessment team rang me next day to ask couple of questions and approved credit card over the phone. I asked for QFF points and they confirmed that I should get points after I have met my spending eligibility. I happened to spend required money within 2 months and when I rang customer service team about points, they confirmed that I would receive points but I need to wait for next billing cycle.

The next billing cycle comes and still no points allocated so I rang customer service team again to be advised that I was not eligible because my card was linked with breakfree package. They asked me to lodge formal complaints and after 2 weeks of wait, I received a response advising that the manager never told me about getting points and they claimed that I would not receive anything due to my card being linked with breakfree package.

I was advised to lodge complaint with ANZ customer advocate team who also provided the same response after 1 month of wait. They also added that there is no record of my call with customer service team (3rd person to confirm my eligibility) though I provided their name and time of call.

My concern

1) I was advised by different departments of ANZ rhat I would receive 75,000 QFF points;
2) Due to this information, I was prompted by ANZ to spend $7,500 within 3 months to receive points which I would not have spent otherwise;
3) Branch Manager has backed out of his works and now claiming that he never advised me about bonus points. This is deceptive conduct;

My thoughts

1) Lodge complaint with FOS however I am not sure if they have power to enforce anything;
2) Lodge complaint with NSW Administration and Civil Tribunal which would cost me $40 and I have no idea what would happen there.

What is your advise to do in this case?

Is there any possibility that ANZ could cancel my home loan if I take them to Tribunal (just a weird concern in my mind)?

Financial

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Comments

  • boonanza on 05/02/2016 - 20:04
    +1

    Always read the fine print & don't go by anything verbally advised as the truth

  • qwerty on 05/02/2016 - 20:09

    https://www.anz.com.au/personal/credit-cards/offers/

    this might have the offer?

  • npc on 05/02/2016 - 20:14

    T&Cs #13 bonus Qantas Points will be credited to your ANZ account within three months of the eligible spend criteria being met.

    • Ash-Say on 05/02/2016 - 20:27

      Yeah but they are making excuse of breakfree package and the eligibility was verbally confirmed by three different individuals.

      • npc on 05/02/2016 - 20:36
        +1

        I mean you can't really complain to any external organisation until you wait for 3 month as per T&Cs. Doesn't matter what you've been verbally told, only what's been written on the paper is important.

  • SnoozeAndLose on 05/02/2016 - 20:27

    FOS is so powerful and they have power to pursuit on your behave if they have to.

    I have issue with CBA for refund of a travel card which worth only $10 but their attitude is they dont care, i asked about a time frame for response, CBA told me they have no idea but that is their department, then lodge complanit to FOS and within a week without FOS step in and they refunded me $100.

  • CheapandUsed on 05/02/2016 - 21:23

    I went through a similar thing with ANZ to get the bonus points. They did come through after the 3 months but I get the impression their systems don't show anything so the 'customer service' can't really help in the mean time.

    I did go through the same steps as you with the escalations, so maybe wait the 3 months, then if no points raise it with FOS.

    It's also likely ANZ will drop the earn rate on this card soon, they have dropped it on all their others it seems: http://www.pointhacks.com.au/credit-cards/anz-rewards-credit…

    However if they do reduce the points earn that will be my excuse to cancel the card before the first annual fee :)

    • Ash-Say on 05/02/2016 - 21:29

      It's been 5 months since 1 received card and 3 months since met the spending criteria.

    • Multiverse on 05/02/2016 - 23:57

      Don't cancel it. Just ring them and ask them about cancelling. 9/10 they will waive the annual fee, winning.

  • donbot on 05/02/2016 - 21:45

    Have you taken a balance transfer promo on the card?

  • frondono on 06/02/2016 - 04:06

    Is there a relevant financial ombudsman that deals with this sort of stuff?

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