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