Marriott has expired my reward points which earned in Mar 2022 with no communication. I tried contacting their customer service through call and emails, only response I got was T&C copy paste. This was not resolved even after multiple follow-ups and customer service not even ready to involve their superior.
Did anyone face similar issue and if it is not resolved by Marriott, which Authority (like ACCC, ACFA etc.) we can involve to resolve such disputes?
Fair Trading/Consumer Affairs but doubt they'd be interested much in loyalty scheme issues. ACCC clearly state they don't investigate individual complaints.
The T&Cs you will have agreed to do state that they…
…may be changed by the Company at any time without notice.
Also, if your rewards points were gifted or transferred then they do not count towards the 24-month active policy.
They are not the gifted or transferred points.
Reward programs is purely a benefit to customers and/or members from the business/company so an external body will most likely not help you, only escalating the matter internally with Marriott themselves:
Section 1.7 Other Conditions of Enrollment state:
"The Company may cancel a Member’s accumulated Points …… at any time with immediate effect and without written notice, for any reason and in the Company's sole discretion including, without limitation, if the Company believes the Member has:"
Pretty much this section state the company can cancel anyone's points at any time without reason and at anytime. Most rewards have this clause and I'll be surprise any company that doesn't have this clause.
You need Pointless. 1800 POINT LESS.
Leave reviews everywhere of this untoward activity
Once you are on meth, comrades love you.
Tried complaining about it on Twitter? Although it's not like the old days where every company was so worried about social media backlash they fell over backwards helping people on there.
Try Consumer Affairs Victoria then maybe even a complaint via VCAT for breach of contract - https://www.vcat.vic.gov.au/case-types/goods-and-services/ap…
It's not a breach of contract if the T&C say points can be cancelled at any time.
The T&Cs don't say that though. Read 1.7.a.ii, it lists the reasons they will cancel points. They are extremely broad and require no notification, but there has to be a reason.
That said, OP mentioned a T&C copy and paste was sent to them, so maybe that was the reason.
Thank you all for your responses, I got my points reinstated after the agent has involved the manager in the discussion.
National Points Authority.
You can lodge a claim, and eventually take them to POINTCAT.