Warning - Westpac Removed Rewards Portal Access for Closed Credit Cards

tunzafun001 on 16/11/2021 - 13:19
Last edited 16/11/2021 - 13:32

Just a quick warning to Westpac Rewards card holders (I had an Altitude Black).

Upon closing my card I was told (on two seperate occasions), I still have access to redeem my points through the Rewards portal for:
1 agent said 30 days, the other said 90 days (this way you ensure every single point has come across from all statements).

10 days later I can't access the portal…

I called up via the app service (they couldn't help me at all). Gave me the rewards number.

I called the rewards dept direct. The rewards portal is now closed on card closure (new system in place) and could only do a transfer manually (but i have no idea what's available…I thought I had 30 -90 days). Tried the manual option, the phone disconnected after 10 mins. Did this twice. A totally new person just answers with no idea whats going on. After 2 hrs of this I had enough. Asked for a supervisor…sure sir…line drops out.

Next call asked them to call me back if the line drops out. Sorry sir, we only have incoming lines. Asked for an employee number, or the supervisors number on duty (which is required for an AFCA report to show you tried to reach a resolution). They refused to provide either "no sorry sir", I can only put you through to complaints.

I got transferred to the complaints department. They said there is nothing they can do, only a manual transfer (which I pointed out doesn't work). Couldn't reactivate my card, as apparently that is now a result of the banking royal commission, and said there is no way to regain access to the rewards portal. I asked to look over the T&C's regarding access to my rewards points post card closure (which is not achievable). She then started giving me sass!

The real kicker is the only option to get an outward email receipt of this issue is to accept the complaint is "resolved".

So heads up to anyone who might be thinking of closing a card. I just wasted half of my day off and got nowhere.

I've lodged this complaint with AFCA and emailed the State Manager of Westpac direct. But my real concern is really the attitude of Westpac. I just want to access my points. Why are they giving me attitude?

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Comments

  • Muzeeb on 16/11/2021 - 13:22
    +4

    I'm surprised this is even an option after you close a card.

    TIL

    • tunzafun001 on 16/11/2021 - 13:39

      Yeah, I have always done it this way to ensure all points and bonuses come over (ANZ, AMEX, Westpac, Bank SA etc etc). Cashed out once, then another 2000 points came in later from a spend bonus, and I couldn't do anything with that amount and just lost them.

      But this is the first time a bank has removed access straight away.

      They are obviously claiming the T&Cs are met by leaving call up manual access. But then 'accidentally' have a system that drops, or randomly calls the next agent, and hope a customer then forgets. Just plain dodgey.

      Leave the customer with full rewards access for 30 days..simple as that.

      • deme on 16/11/2021 - 15:10
        +1

        bank
        simple

        HAHAHAHAHA

  • DJR9000 on 16/11/2021 - 13:50
    +2

    Nothing Westpac does surprises me at all. They were the worst banking experience for me ever.

    • tunzafun001 on 16/11/2021 - 20:54

      Sadly, It's becoming the norm. They take away features without notifying staff. So the staff are all grumpy from dealing with irate customers, and know the system 'used to work' but can now do bugger all to help.

      This is very much where ANZ is at the moment. I changed over to ANZ Black ..what a shit show. I sat in a branch with the branch manager and he called their "customer service" line and was without speech how crap it was. He tried his old contacts, but they were all disconnected. All he could do was send an email to the same contact I had. After 4 days and constant emails cc'd in from him, he was pretty angry and someone high up called me back..all sorted..for now. So I'd advise taking this approach. Westpac will be getting a visit.

  • rektrading on 16/11/2021 - 14:47

    Legacy banks ngmi.

    • deme on 16/11/2021 - 15:08

      Legacy banks ngmi.

      I sure hope they don't.

      Westpac ordered to pay $1.3 billion penalty

      • tunzafun001 on 16/11/2021 - 20:58

        I filed an AFCA report..so maybe another $300 cost to them..hahaha! As for laundering… all banks.

        I'm also convinced "The Block" is a big laundering scam. Some sketchy bloke pays twice the market rate and bids weird numbers..Then gives to charity and gets a swag of cash back as a Tax deduction…Nothing strange about that.

        • deme on 17/11/2021 - 11:40

          The Block? The TV show?

          • tunzafun001 on 17/11/2021 - 14:48

            @deme: Yes. Market value was 2mill, yet they recently paid in the 4 mills (red flag 1).

            It's painted and some of it built by rookie Muppets (so it's not high end quality) and we've seen how that looks a few years down the track (peeling everywhere)…so double market value isn't justified.

            Then look at the big bidders every year. One is the sketchiest looking bloke ever who has no regard for prices (he raised it 1 mill agaisnt his own bid..red flag 2).

            Then the rest are 'unseen' buyers, with an agent bidding. (red flag 3).

            • deme on 17/11/2021 - 18:15

              @tunzafun001: If you write a book I will buy it

              • tunzafun001 on 17/11/2021 - 21:14

                @deme: Ha! It's been done already. Just watch "Ozark".. same same.

  • GourmetFoodie on 16/11/2021 - 15:52
    +2

    Good luck. I’d never close an account before redeeming everything.

    • popsiee on 16/11/2021 - 21:07
      +1

      That is standard common sense that some people are obviously lacking .

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