Qantas Money

Complaints

I used my Qantas Money card on the 31st May 2024 at The Apache Hotel (Binions) Las Vegas to leave a $100 deposit for my room. The hotel had already been prepaid. On the 4th of August I checked out and asked about the deposit. The kind lady at the desk said your $100 will be released today and then it’s up to your banking institution. I called Qantas Money from the USA over a week after checking out and was advised that it should be released “soon”. She also advised that they do not recommend using this card for security deposits…..well thanks for the heads up now! You should have a warning banner on the website. On returning to Australia I rung again only to be told that Binions had not released the money and did I have a receipt…..? I said no it is right there on my account as pending. They said they would contact Binions to confirm they don’t need the money. I called again, as nothing seemed to be happening, only to be told that Binions had not responded to an email. I said “so I have to wait in perpetuity until they respond?” I said “why don’t you call them? She asked for the number……honestly. I gave her the number. She called me back and said they weren’t cooperating with the request…..At this point I thought I was on candid camera. She then called Binions and we spoke, on a three way call, to them. I had sent an email also to Binions and the lady said she was in the process of responding to my email. I received an email confirming that Binions had released the money on the 4th of June. I sent this email to Qantas Money only to get a response saying they were waiting for an email from Binions. I mean this was getting ridiculous. Today I called to see where it was up to and the lady at Qantas Money said the money had been released and it would take up to 30 days! What nonsense! I said that yesterday you were blaming the merchant and now you are saying you will repay me in 30 days? It’s 2024 and I have had banks remove Pending transactions over the phone straight away! I asked to speak with a supervisor but they were busy and would call me back. I am back in Australia, 10 days after the money WAS released to YOU, and am relying on that money until my next pay but I have nothing! This is unacceptable. I need that money! I have stopped flying Qantas internationally because of the debacle I had to deal with when one of my flights was cancelled two years ago. It seems whenever you use a Qantas service you end up on the phone trying to fix things all the time. My Delta flight home from USA was cancelled and guess what? Their customer service was second to none. They fixed me on another flight immediately with another airline. Maybe you need to look at Delta’s customer service and try harder. I don’t know where this is going to end up but I shouldn’t have to chase up my own money. Such a shame that this airline has become a shadow of itself. Give me my money back and I promise I will leave you alone to annoy your other poor unsuspecting clients.

I reset my pin and it is approved. When i go into Qantas money it will not upload . I am unable to use the card for transactions in excess of $200. I require a pin number that will work.

Screen shot as per my email to which I have sent 3 times and which has not been acknowledged to; chargeback@premier.qantasmoney.com Several phone calls with a total investment over over 1.5 hours to there only offered number 1300 992700 has been fruitless. J.Zang, With respect to your correspondence, I make the following points clearly; Your letter dated 20 December 2023 was deliverd by the postman on the 3 January 2023. (equal date to this email) 1. At the time of paying, and in my due diligence, I investigated the bill and found that; a. I had in fact several bills outstanding bills with Ventra IP all for varying values of up to $280.00 b. I understood that the bills sending email address (see attached) is the parent company of Ventra IP. My bad in not knowing that the parent company’s email address is simply .com. and not .com.au 2. No, a security code was not sent to my phone, I had no reason at that point to be concerned however took a screen shot (See attached image) which I took as I was concerned that I received no code, I even hit the resend button. Also note that it shows an amount of $14.75 3. I then received an email from you, see attached. This immediately concerned me because; a. The payee was neither on the names I was dealing with. b. The amount was in Euro dollars. c. The amount that was being asked for and that I authorised to be paid was in AUD and $170.00 d. I have an issue getting a verification code 4. I immediately and in accordance with your email instructions, and this was with 15 minutes of the transaction, contacted you and reported this issue as fraudulent. I was told; a. My card would immediately be cancelled and a new one issued. b. That the funds would return to my account and to allow several days. c. I have a reference number for this conversation recorded at my office if this is required. 5. I contacted my supplier Ventra IP and advised them of this issues. They told me they had a huge problem which they were trying to contain and for me to immediately make a chargeback claim, and which I had already done. Your verification SMS was not received, I even clicked the link to resend the code and, and no doubt should I have received it I probably would have entered it. I keep all my SMS messages and to this moment I can’t see that I received a code. I responded in accordance with your email and reported this in a very timely manner as being fraudulent. Please pursue the charge back on the matter and advise ASAP

I have tried MULTIPLE time to contact them by telephone.<br />They asked for my Account and Card numbers then asked me to punch in a Code which they Texted to me.<br />They refused to accept the Code even though it WAS THE CODE which I received.<br />It is extremely frustrating to not have an email address for them