Does Flybuys Have a Formal Complaints Process?

No on 29/12/2023 - 12:00
Last edited 29/12/2023 - 12:22 by 1 other user

Hi there,

In October, I attempted to redeem 10,000 points at Coles via Flypay but encountered an error. After a second unsuccessful attempt, I managed to place the order on a different device but realised I was missing 20,000 points.

I emailed and was initially told the points would return in 3 weeks but they didn't. I've followed up multiple times, provided screenshots but there's been no resolution.

I've asked for their complaint process but received a similar "we are investigating and will get back to you" response.

In my mind they should give the points back and then they can take as long as they like to investigate.

Do you know if Flybuys falls under the category of financial businesses required by law to have a formal complaints process?

Thank you.

Food & Grocery

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Comments

  • Neoika on 29/12/2023 - 12:03

    FlyPay error versus EDPay error

  • MS Paint on 29/12/2023 - 12:11
    +1

    @mapax

    ADARSHS

    • mapax on 29/12/2023 - 14:17
      +1

      Approved!

  • [Deactivated] on 29/12/2023 - 12:33
    +2

    call up…wait in queue for 45 minutes.
    wait until disconnected
    call up…wait 39 minutes
    speak to operator…they tell you to email
    send email
    wait 2 weeks…no email reply
    call up….wait in queue for 45 minutes
    wait until disconnected
    call up etc…..

  • sam-1966 on 29/12/2023 - 12:48
    +2

    Just post it on their social media. That gets their attention fast.

    • No on 29/12/2023 - 13:05
      +3

      I don't have any social media. They seem to only have a presence on facebook and $100 isn't enough for me to make an account.

  • Ryk on 29/12/2023 - 12:48
    +3

    Do you know if Flybuys falls under the category of financial businesses required by law to have a formal complaints process?

    no, they are not.

    flybuys is basically a game you're playing, collecting points and earning rewards in exchange for your purchasing data.

    • No on 29/12/2023 - 13:02

      Ok thank you, that's the info I was after.

      Before this I have always had really good service from flybuys.

      I'll be thinking twice before converting my credit card points into flybuys points in the future.

  • altomic on 29/12/2023 - 14:02
    +2

    They have an informal complaints process

  • AndyC1 on 29/12/2023 - 15:24
    -1

    Did you do a google search?
    Does the flybuys site have any info about complaints?

  • Buyer0fBargains on 26/05/2024 - 20:02
    -1

    I’m not sure if to have taken any action on this but I encourage you to file a complaint with the ACCC. They have investigated Flybuys before but unless people file complaint about their misconduct, they will keep getting away with it.
    I’ve had similar issues multiple times and I’ve finally filed a report. Maybe nothing comes of it but at least I’ve shared and should enough people do the same, something could change.

    • No on 28/05/2024 - 09:41
      +2

      They did eventually give me my points back after I said I'd be contacting the coles ceo.

      I won't use flypay anymore, it's a mess.

  • Allwentmarching on 01/06/2024 - 23:15

    flybuys are scam merchants. Fail to reward you with points you earned.

  • roddy84 on 05/08/2025 - 13:47

    I had one of those spend xx 4 weeks in a row offers. I did it but in my 4th week they cancelled a ton of stuff last minute so I didn't make the spend in the final week.

    I emailed them their offer and a copy of the invoice for the final week showing I did it.

    They replied and requested a ton of private information. The invoice i'd sent already had a lot of the information but things like my dob I don't think should be required as I'm not requesting any information just that they action the invoice I provided.

    They have replied and upped their ID requests now demanding I send photo id etc. Basically enough for someone to steal my id and more information than is needed to even set up an account so I've got no idea how they think they will validated my photo id.

    I also requested to escalate this or for complaints contacts but they ignored this.

    • Yola on 05/08/2025 - 19:17
      +1

      That is very frustrating. I shopped exclusively online during COVID, and had the same thing happen to me frequently. I sent similar emails to them many times and was not asked this sort of information. I usually just sent SC of my activating the offer and the invoice showing that items were out of order. I always received the points. It sounds like they think you may have multiple accounts. I would also be wary of providing all this information. This is why I prefer to shop in the store

      • roddy84 on 06/08/2025 - 11:20
        +1

        I find with a lot of the offers the points rarely end up in my account due to out of stock items or some other reasons so i frequently email them.

        Usually they just make the correction because I have the process streamlined and provide all the supporting documents required. It's like this time though I initially got a lazy person who didn't look at the documents I provided because the first request was for a lot of information I'd already provided on the invoices and in response to my privacy complaint they increased their demand to full photo id.

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