Points that are never credited to a credit card are claimed from the card issuer, not from the airline. The claim runs up a fixed ladder. The issuer’s internal dispute process first, then the Australian Financial Complaints Authority (AFCA) if the issuer does not resolve it. Before the first call, most missing points cases can be traced to a short list of causes worth ruling out. Here is where card points go missing and which claims belong somewhere else. We cover the dispute process inside the bank and when the free external body takes over.
Why credit card points go missing from eligible spend
Most missing card points trace back to spending that the program never counted. An excluded transaction type, a refund that reversed the earn, a purchase coded to a non-earning category, or a sign-up bonus whose conditions were not met. The pattern holds across American Express, ANZ, CommBank, NAB and Westpac alike. The details vary card by card, but the common reasons for missing points are broadly the same.
The exclusions account for many of the cases. A cash advance, a cash withdrawal or a cash-like transaction on a credit card earns no points on most programs and attracts interest immediately. Interest charges and most bank fees sit outside earning, and payments to government bodies earn at a reduced rate or not at all on several programs. Each card’s rewards terms list the exclusions. Checking those terms against the missing transaction can resolve many claims before you contact the issuer. Refunds work in reverse. A refunded purchase claws back the points it earned. So a statement with returns on it can show a smaller points credit than the spending suggested.
Sign-up bonuses have their own failure points. A sign-up bonus is the introductory points offer on a new card, unlocked by a minimum spend inside a set window. A bonus that never lands usually means the spend fell short, landed outside the window, or included transactions that do not count. Our credit card minimum spend guide explains which transactions qualify. Several issuers also apply eligibility windows that exclude recent cardholders from a new bonus. Those terms apply even when the card itself is approved.
When card points should appear and which claims belong elsewhere
Most bank programs credit points when the statement closes, while others post them within days of each transaction. The card’s rewards terms state which applies, so the first check on a missing balance is whether the statement cycle has finished. Points that have posted to the bank program but are on their way to an airline are a transfer matter rather than a missing points claim. The mechanics of moving bank points are covered in our guides to transferring points into Velocity and transferring Membership Rewards points to airlines.
The other lane that looks similar and is not is points missing from flying or from a program’s own partners. Those claims go to the frequent flyer program, not to any bank. Qantas accepts claims for missing points on flights taken within the past 12 months. Our guide to claiming missing points from flights explains where to make an airline claim. Program partners such as shops and hotels are covered in our guide to claiming missing points from non-airline partners. This article covers the remaining lane. If points from card spending never reach the card’s reward program, contact the issuer.
How to raise a missing points dispute with your card issuer
The claim starts with the issuer’s internal complaints process, using the bank’s own complaints channel. AFCA states that it generally expects a financial firm to respond to a complaint within 30 days. Credit providers generally must belong to a recognised external dispute resolution scheme to participate in credit reporting. For Australian card issuers, that scheme is AFCA, so the internal step is the required first rung rather than a dead end.
The claim itself is strongest when it is specific:
- Gather the statement showing the transactions, the card’s rewards terms, and the points activity record from the program
- Lodge the complaint in writing through the bank’s complaints channel and ask for a reference number
- State the transactions in question, the points the terms say they should have earned, and the shortfall
- Keep the issuer’s written response, because AFCA’s escalation timeframe starts from that response
A chargeback is the reversal of a card transaction through the card scheme. This is a different tool for a different problem. Chargebacks involve goods or services that were paid for but not provided. A points shortfall is a rewards issue with the issuer and stays within the complaints process.
When and how to escalate a points complaint to AFCA
The Australian Financial Complaints Authority takes the complaint when the issuer’s response does not resolve it. AFCA describes itself as a free, fair and independent service for consumers. Its published time limits are 2 years from the issuer’s final internal dispute response or 6 years from when you first became aware of the loss, or whichever comes first. Complaints are lodged through the AFCA complaint process online, by phone on 1800 931 678, or by email. AFCA states the online form usually takes 30 to 50 minutes.
AFCA’s published scope covers complaints about credit and card products, including charges applied incorrectly and errors in banking transactions. Its process runs from negotiation through conciliation to a determination. If you accept a determination in your favour, the financial firm is required to comply with it. A documented points shortfall that the issuer’s own process has not fixed can then be taken to AFCA. Bring evidence you gathered during the internal complaints process. This includes the statement, the terms and the issuer’s written response, with the full process timeline published on AFCA’s site.
Frequently asked questions
Fees, rates and figures quoted are correct at the time of publication and should be verified directly with each provider before acting on them.
This article is general in nature and does not constitute personal financial advice. Consider your own financial situation before applying for any credit product. Point Hacks may receive a commission from card issuers for applications made through this site.
