ANZ Denying Velocity Points

Lbdubba on 02/02/2017 - 10:33

I applied for this card (https://www.ozbargain.com.au/node/287907) two weeks ago.

After a week of not hearing anything, I rang them up, it took quite a while but eventually the representative on the phone looked into my application and said it wasn't going to work because I had used the shorthand version of my name on my application and my payslip had my full name. He said to make a new application and call back 2 hours afterwards to try and get it pushed through. Being a financial institution, strict laws etc. I understood that it might be a problem, however taking a week before I called (how long if I didn't call?) is ridiculous when the website makes it out to be a 60 second approval process.

After 2 hours I rang back, and they linked up all of my documents and said I was good to go, I should receive an email soon.
After 48 hours without an email, I rang back again and the representative let me know that my application had not even been looked at yet. He was very apologetic and said he would get it approved right away as my profile was great. This representative stuck to his word and a couple of hours later I received an email saying it had been approved.

Eventually I received my Welcome Pack, I then went to an ANZ branch for my identification verification where there was 1 other person waiting to be seen, there were 3 staff all doing things on the computer and I was waiting for 45 minutes before being seen by one of the staff that was previously on the computer. They then said I have to come back into the branch after I have activated my cards to set my PIN, as I was a new customer there was no other way for me to do it (????).

a couple of days later, I realised that no materials I received said anything about the 60k Velocity Bonus that was offered as part of the campaign (and the main reason I signed up), so I rang ANZ to enquire. After 40 minutes on the phone they let me know that the department I needed to talk to is now closed for the day and they can not do anything further.

So, I rang up the next day, and after another 45 minutes on the phone they are now saying that I am not eligible for the points, as the link I used to sign up is targeted and only for exisiting customers (even though it says new customers only) or people referred to by one of their partners (they declined to tell me what partners).

I asked for the case to be escalated, and they have let me know that I will not receive a response for at least 48 hours.

When I signed up for a similar card with NAB the process was absolutely painless. Has anyone else had such a bad experience with ANZ? Does anyone have any guidance on what I can do? I feel like it's very misleading to allow someone to sign up under false pretences, no matter how much they cover themselves legally.

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Comments

  • [Deactivated] on 02/02/2017 - 11:25
    +2

    https://www.fos.org.au/

    • bdubba on 02/02/2017 - 12:01

      I finally got through to a different department today (who a representative had told me previously "not to bother calling as they can't help") who were actually a fantastic help and confirmed that the campaign is active on my account and there are no issues with it.

      I'm still not 100% convinced though so I will be keeping a close eye on it, thanks for linking the Financial Ombudsman, I didn't realise that they dealt with small matters like this :)

      • donbot on 02/02/2017 - 16:46
        +1

        Before the FOS - escalate it with ANZ complaints team. I had an issue with the ANZ Black Qantas card nearly 2 years ago…. they didnt issue me with the 50,000 bonus points for some reason which was utter crap.

        I asked to lodge a complaint and they routed me through to their complaint guys. He was awesome - dealt with him and he was responsible for fixing the issue. Next statement the points landed in my account and a follow up call to make sure I was satisfied with the outcome.

        …better yet, about 6months later another 50,000 hit my statement for the same card. Winning!

  • Fexofenadine on 02/02/2017 - 13:36

    That's pretty poor customer service mate, glad it seems that it might be sorted. Keep us updated on the result.

  • Franconian on 02/02/2017 - 17:51

    I applied for the same card early November 2016 and was supposed to receive 60,000 Velocity points. No Velocity points have been credited. I fulfilled the required spend of $500.00 within a week, linked my Velocity card to the Account as soon as I received my cards.

    I have called the ANZ Rewards Team many times without success. The last time I was transferred to a different Department as apparently this promotion is not done by the Rewards Team. I was promised that this would be escalated to the highest level and that I would receive a call back within 48 hours.
    I never received a call back, this was 3 weeks ago…

    Last week I lodged a dispute with the FOS. A few days later ANZ tried to call me while I was at work. They left a voice message to call them back in order to credit my points. I have been unable to reach them (on hold for an hour) and given up for now.

    Not impressed with their service. I hope they receive a fine from FOS!

  • danyool on 03/02/2017 - 18:59

    I applied for the Platinum card with Qantas points and got dicked around. I got the initial preapproval when applying online, then sent in my payslips. After about a week I hadn't heard anything, so I called up to see what was going on and they were like "oh, we need your tax return info too", um, ok, when were u planning to tell me?

    So I immediately sent in my tax info, and it wasn't till several days later they contacted me (at least they called) to say the scan wasn't clear enough (was pretty clear) and to resend. I resent straight away.

    Another week later, and still nothing so I had to call again - almost on the cusp of telling them to f-off, but wanting to claim the 50k points I persisted and finally figured out they were using my net pay amount after my salary packg deductions - which is still my money - not using my gross income (clearly stated on payslips) Was very tedious, as if I was the first person they have seen who salary sacrifices? Finally was approved.

    I'm yet to meet the spend criteria, but will be soon (still got 2 months for this one), so hopefully I get the points.

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