My partner got an ANZ credit card for QF bonus points recently and spent like $8k in 2 months. ANZ she didn't meet the minimum spend criteria because her DEFT payment (for body corp) was a government charge.
Sounded ridiculous to me as when I looked up the definition, it saying "including but not limited to payment to local, state or federal government". And DEFT is not one of those.
Anyone else have experience with this? I don't have to pay body corp so am unsure
They seem flustered and said they would defer to the consensus of opinion of Australia’s foremost bargains sharing community.
lol
They're waiting on the link to be forwarded to them with the adjudicated outcome
This is ANZ - we got the link, but there was no poll, so we are unable to comment at this time.
Yes, but they were deft to my concern.
She's been in a chat with them yesterday. I told her to give me authorisation to have a chat with them as she tends to avoid verbal confrontation.
I told her to send a complaint to AFCA to help escalate since that would cost ANZ for dealing with the complaint via AFCA
Seem to be on pretty safe ground as far as convincing them (or anyone) this was not a government charge.
I wouldn't be surprised if they excluded DEFT payments generally on other grounds. That they are not "eligible purchases".
Excluded purchases include, for example, fees, cash advances, cash equivalent transactions, balances transfers, premiums paid for ANZ credit card insurance, transactions for gambling or gaming purposes or reversed or refunded transactions, and will not qualify.
I also wouldn't be surprised if, despite this, they relented as soon as you went to AFCA. Smart companies know there is a value on time and pissing off customers, pisses off customers.
It's what I keep trying to explain to [airline not Qantas] as we probably enter the 30th hour of my customer dispute which, by VCAT's own timelines, can keep running until 2040. Presumably when most of the call centre staff that have fought me on it have left the company. I mean people could wind up dedicating a quarter of their life to fighting [airline not Qantas] over $100 - it's insane.
Yeah and the thing with AFCA complaints are that it starts to cost the banks money for dealing complaints via AFCA - AFCA literally charges them like $1000 for external dispute resolution.
It's stupid.
I hope your issue gets resolved soon though. Also sounds ridiculous
@DevlicK: Be careful. An AFCA complaint will stay on your bank file. The bank might reject a future loan application because of this.
I can help you meet the minimum spend criteria. I just need the name on the card, card number, expiry date and the 3 digit number on the back of the card.
That'll be a lot of bargains.
Plus any changes you may make to your account in the following hour. Thank you.
@OzANZStaff
got an ANZ credit card for QF bonus points
usually for new card, the criteria to get bonus points sometimes are different from just earning regular normal points. make sure read the t and c in full, confirm and reconfirm (with 2-3 different staffs take record, etc.) and record how much you have made. close to deadline, contact them to check if you have met/ not.
yes hard work, right?? nothing is free nowadays.
as i remember most of them will exclude bpay or bill payment. how did your partner made that payment? maybe the anz staffs got it wrong the issue is bpay not because deft - yes i know they said deft but that staff could be a stupid one. try different agent. of maybe they classify deft as bill payment. there you go. anyway, you can try argue body corp is not gov and see what their responses. they could change and say but its a bill payment. etc etc
Agree. The phone agent may have just said DEFT to make you go away but the real reason could be something else.
It was bizarre because last month ANZ confirmed she only had ~$250 remaining to meet the minimum spend (DEFT payment was made in the last statement, not this month - Naturally you would think they counted the DEFT payment to the minimum spend critera).
When she got her statement this month, it said she didn't make minimum spend so made an inquiry. They said it looks like there's some transactions that related to Government Charge in the past 2 months and therefore did not meet the minimum spend - one of them being the DEFT payment. So it sounds like the agent are taking different views or they changed their position. She definitely spent more than $250 this month to meet the minimum spend that wasn't to the Government.
All her payments were made via CC transactions not via bpay.
hmmm well no idea as i said different agent may have different say… especially if they are just offshore agents…. talk with local if you can.
Do they record calls?
If so I would ask them to listen to the audio from the call where they said she was $250 away from meeting the spend and then give credit her the points
This was all in a chat within the app. And the chat history is still there when you scroll up. She even reminded them but they came back saying DEFT = gov
Do the T&C exclude DEFT payments? Link us to the PDS.
It's just excluding Government Charges
https://www.anz.com.au/content/dam/anzcomau/documents/pdf/an…
They need reminding that DEFT stands for Dynamic Error Free Transmission and not stand for Department of Defence
I initially confused it with DFAT. (maybe ANZ did too…?)
DEFT is used for many government payments
So while it was used for body corp it’s a service used by some government charges (many councils use DEFT for rates etc) therefore ANZ is technically right as they have no way of knowing what you are paying and simply see DEFT as a government payment.
Then they're just making an assumption and not actually complying with their PDS.
Government charges include payments to local, state or federal government. DEFT is not any of those nor is the actual transaction.
Do you have a tax invoice/receipt for the payment? If so, provide it to ANZ to prove the payment was for body corp and not government body
Yeah that was one of the options I was considering
This needs more upvotes, because this is exactly what I think is the cause.
Wouldn't that logic apply to other payments like BPay too?
Yes.
I wouldn't be surprised if it is also a competitive thing - DEFT looks to be a product of Macquarie Bank, whereas BPay is/was a product of the Big 4 (going by the members of their board: ANZ, CBA, NAB and Westpac are all there).
Sounds like an ANZ problem. TBH I'd never heard of DEFT before, but as it seems it's a payment method not a recipient if ANZ can't differentiate and wants to blanket exclude then they should have said so in the T&Cs. If the reason is as ANZ states, then OP should just need to show that the recipient wasn't government otherwise they are breaking their own T&Cs.
Make a complaint to AFCA. Will probably work.
I have suggested that to her
Just out of interest, did she earn normal/monthly points on the DEFT purchase/s?
I'm unsure. She did say she was getting monthly points from each statement but will need to check if she got it for the DEFT transaction. Should be easy to find given it was about $2000
Just confirmed she did indeed earn regular QF points in her monthly statement. So more reason to include to minimum spend!
Yeah something is off, obviously if she earned normal points for the same spend, it should count towards to bonus spend.
Maybe they don't know why it wasn't credited yet and are just clutching at straws. I would suggest trying to have it escalated, and it that doesn't work, go to AFCA.
I cannot find anywhere that states deft payments are government charges.
Step 1 - ask them what is a deft payment
Step 2 - ask why a deft payment is considered a government charge
Step 3 - make sure you get their name or identification details
Step 4 - make an afca complaint with the required info.
My strata uses DEFT payments too. I pay with Citi mastercard and get 0 points everytime.
Last month I paid an insurance invoice through DEFT to clear a bonus with NAB, and it counted and points are already in my account.
Very weird why different banks would treat differently.
This is why you should always just buy a stack of supermarket gift cards if the goal is to qualify for the bonus points.
Play your cards at the right time and you can get 20x EDR points at woolies or bonus Flybuys at Coles
Did she call ANZ to discuss/argue it with them?