Westpac Altitude Black

If I specifically designed a bank application process to be as difficult and confusing as possible, it would look a lot like the application for this Westpac card. Applied online, uploaded my documents, Westpac helpfully confirmed my ID was verified… and then few days later asked me to verify it again online. Dutifully did so. Then Westpac asked… Read more

me to go to a branch and get the branch to verify my ID in person and ask them to call someone at Westpac to confirm that Westpac had, in fact, verified my ID. Again I complied. At the branch, the Westpac staff called one call center team at Westpac, got redirected to another, and a 30 minute wait. Told someone would call me back instead. Two hours later, I got that call… from a team who said they couldn’t actually help and that all looked ok on their end and to speak with another team. Cue another hour on hold, and a very confused conversation about verifying my ID. By this point, it felt like Westpac was deliberately trolling me. They still keep sending emails saying “Your application requires action” and to attend a branch to verify ID and ask Westpac to speak to Westpac.

I’m not concerned about the outcome, I’m just following the steps I’m being asked to take and getting given the total runaround.

Never getting a credit card with them once I cancel this. App is garbage, won’t give you an option to set up a PIN. You call up and they have no idea why. All your transactions are pending for days on end. Processing of payments is so slow compared to other banks. Their reward system isn’t the best. They sometimes flag legit transactions as fraud… Read more

when it’s not, i.e bookings, so have to make that purchase again and the price may have gone up. You have to call every time to fix their own st*pid mistakes which is entirely their fault! Who has time???

Over the past ten years I have submitted three travel insurance claims via the Westpac Altitude Black complementary travel insurance where all have been fully compentated with no delay and with high efficiency. My latest claim was due to the the… Read more

Air Canada flight attendents strike in August 2025 where I needed to book alternate flights. Well done Westpac and Alliance!

Positive experience – I use my Altitude Black for business and travel. It's very easy to use the points with Qantas Classic Rewards. And I had cause to use the travel insurance and it was pretty straight-forward. There was an excess, but that's ok. I was in Montenegro when I became ill and the Altitude representative was helpful on the phone, advising on what to do. Fortunately, I didn't need to change flights and claiming the cost of the medical attention was easy.

Getting free gift cards for simply using my credit card is a no-brainer – Not a rewards program expert, but to me it seems like a great deal - I regularly get gift cards which I purchase with points that far exceeds my yearly card fee! I've never had any issues using the card and Westpac are always very helpful when I need anything including fraudulent use of the card.

Applied and was rejected . I am 75 , retired ,very wealthy and a westpac customer of 40+ years. I checked my credit rating as a result of the rejection , it is "950 excellent". Lodged a complaint with the westpac complaints department. A complete waste of time. The complaints department's mission statement must be to make customers who complain go… Read more

away , as they are more trouble than they are worth. They refused to tell me why I was rejected and were extremely difficult to contact . I tried at least 15 times to ring the person handling my complaint . Her phone always went straight to message bank and she never answered my messages. Strangely enough I applied for the corresponding products in NAB and ANZ and was approved both times. Good luck moving forward westpac , you are going to need it.

An absolutely useless card, totally incapable (typical of Westpac) in processing transactions. Your pending list accumulates until they get off their butt and action them. Have found smaller institutions to be a lot more efficient. It certainly DOES NOT represent a value for money proposition at $375 per year fee. Show details

Exhausting and does not worth it – Regretting my decision to take on this card. There is always 3-4 run around when you call the Rewards services for the information.I had paid the full amount within the statement due date despite that Interest was charged. When I finally managed on call, they are like "did you pay the about in full ?, if so was charged incorrectly". Don't you see… Read more

the record in your systems? I dont have an energy keep on going back and forth to request to rectify their error rather decided to close the account. Additionally, each officer I speak, all of them either given me different information or contact number. Today, was a luck day, I managed to get 4 different contact number and wasted my 2 hours playing misual chair. I accidentally submitted an application to Altitude Qantas Black instead of Altitude Rewards Black. Before card was issued and activated, I informed about then by going to the Bank. I also made an enquiry about the my eligibility to get annual fee reduced. I was informed in person by bank representative after discussing with Reward officer that it will be refund into your card once you meet the criteria. Today, I called the Rewards services why the annual fee has not been reduced despite being meeting the criteria? To my surprise, after 90 days, I was suddenly not eligible a reduced 1st year card fee. Very happy without come.

Westpac is Ratpac – Appallingly incompetent service. Every phone call elicits incorrect answers. Complain about the service, and expect to have the call hung up. Staff poorly trained and can’t answer any questions. Put through to a wrong number. Put back. Call cut off. 2 ½ hours on the phone the other day to their so-called dedicated Altitude Black line. Hopeless.… Read more

Completely hopeless. Got through to a supervisor. He was just as bad. Clueless. Also provided incorrect answers. Now subject to 2 AFCA complaints and a 2 Westpac complaints. Tried to get through to a supervisor. He refused to take the call. Tried to get through to the Customer Advocate. They refused to put me through. Westpac are woefully incompetent and this card is not worth the hassle let alone the cost.

Pathetic card application process , causing unnecessary adverse credit rating for customer – Been with Westpac for 14 year, and despite high credit , high assets , high income and exceptional conduct of all my personal & business accounts & products over this time, they choose to treat my like dirt and thorough sheer arrogance and incompetence on their part have caused me to get a negative credit rating, only because they wouid not listen… Read more

to me and details surrounding the replacement of my longstanding credit card.

Horrible , rude , uncaring people to deal with. No sense of loyalty or valuing of long-standing customers . I will be moving all my accounts , and recommend everyone else to do so too. They no longer know the meaning of customer service or any personal attention, have no interest in helping people, just want to push to “online services “ only , not understanding that in certain circumstances , a personal direct approach is required to help a customer .

As this matter is rather serious and I believe they have broken the law , I will be taking this matter up further with the ACCC and the Financial Ombudsman .

Terrible bank! Stay away, there are better options out there !

Scam. Don’t get this card – I travel a few times a year so I mainly got this card for the free travel insurance. Checked that it was valid on the Allianz site and followed the prompts and was still charged. Allianz have stopped replying and Westpac are just giving me the run around. Clearly just scamming people out of their money. Show details

Multiple bad experiences – Experience #1: Made a hotel booking using 180,000 points, had to change last minute due to hospitalisation. Refused to refund the points even though the hotel's policy had a medical clause. I sent them medical letters etc. but no one has done anything about it. Experience #2: Lost over 200,000 points due to points expiring after they changed… Read more

products and cancelled the American Express bundle - I was never told about points expiring but they are all gone now.

0/10 experience. Never again.

Horrible throughout – Nothing worked from a digital perspective. Couldn't verify my 100ID points. Couldn't activate the card. Couldn't add to Google wallet. Had to go to the branch multiple times. Avoid! Show details

Redemption of rewards – On December 2022, I attempted to redeem a Iphone on points, after numerous attempts to follow up I was advised that this was to be dispatched 31st Jan 2023. On 2nd February I followed up again and was advised that this was out of stock, however vendor showed plenty of stock on website. Westpac advised they were going to refund points and to redeem Iphone via vouchers. Westpac Altitude this process should not be so difficult and frustrating

DO NOT APPLY FOR THIS CARD IF AN EXISTING WESTPAC CUSTOMER! – Absolutely appalling service from Westpac & FALSE & MISLEADING ADVERTISING! When recently researching Qantas frequent flyer rewards programs (as planning a European holiday), I tossed up between two major banks. As a long term WPC customer, I decided to apply through them - that is where I made a BIG mistake. To start off with, the application… Read more

process, though advertised as quick & easy, was far from. Their system lets you get all the way through the process & then says "no, you'll have to call us". After many calls & conversations, it was determined that the Altitude Black Card was approved. As we had read all T&C's, we knew that as an existing customer, we were only eligible if we had not had one of their Altitude cards in the past 12mnths (which we hadn't). We confirmed such with the multiple staff we spoke with (we did have an old low rate mastercard that we did not use but it was not one of the listed cards that excluded us from the 90,000 bonus points). As per the T&C's, we met the minimum spend requirements & as such, upon a phone call to the dedicated Black Card team, were advised the 90,000 points should be in our Qantas F/Flyer account within days. That is where Westpac Bank have shown their true colours. By their own admission (when speaking to one of their Supervisors after 3wks of following this up), their advertising & T&C's are misleading. Whilst we did not have one of the former credit cards listed, we did have a card with them that unfortunately, we should have been advised to "close" it before the application process (despite there being nothing owing on the card & the card being inactive for a lengthy period of time). If I was Qantas, I would definitely be revisiting affiliating with Westpac - they don't look after long-term customers & their marketing is false & misleading (look out for the "Switches, upgrades or Westpac group staff are ineligible" - apparently ours was considered a "switch" despite not being listed as one of the cards that excludes you from the bonus).

Ridiculous charges - watch out! – A travel card charge $10 to supply. I purchased the card and Westpac said its a Credit card to Credit card transaction and charge me cash advance fees. I square off the bills early in the month but their statement is slower. One month I squared off expenses on the same day the statement came out. I paid $10.40 lesser. They charge me $15 for… Read more

missing payment for that month, despite having made payment earlier. on the second month they charge me $30.50 on interest on the $10.40 unpaid (again which was paid earlier).

essentially I get penalised for squaring off debt earlier than they can issue their statement. I have had many credit cards and nothing like it.

have a look at the other poor reviews on this site - steer away from it.

I implore you, do not get this card – If you are reading this review and wondering whether a Westpac Altitude card is the right choice, I sincerely implore you not to get one. If anything ever goes wrong for whatever reason on the card and you need to contact Westpac you will receive customer service far worse than any other bank or institution I have ever experienced in my life. … Read more

I'm talking 5-6 hours on the phone, only for the line to be hung up before you speak with someone. Going around in infinite loops and weeks later still have no resolution.

Regardless of the points available and sign up offers, trust me when I say this is a headache you do not want in in your life.

Pick any other bank.

The credit card points system is roughly a scam! – Don't expect any customer service once you close your card. Support staff are totally useless and you don't get much options to use your points. It's an utter scam that you accumulate so many points only to have such extreme difficulty in redeeming. It's like they try every trick in the book to prevent you from getting what they promise! Show details

Total scam card! Worst customer service – This westpac card should be investigated by the relevant authorities. Altitude rewards centre customer care cannot even resolve my missing bonus points claim and send me proof why I was not given the 90,000 bonus points for $ 4000 purchase. Waited more than an hour on a call to get the terms I signed which can be tallied with my purchases I made… Read more

so that they can tell me that this purchase was not a valid one. When the customer care agent read out the terms there were no purchases I made that were not part of the eligible purchases. When asked for a written confirmation they said they cannot provide one that they are looking into this for me. I have had three other Qantas rewards cards before this from other Big 4 banks with similar purchases and never had any issues getting bonus points.

Under trained customer service agents with very little product understanding – Each time you'll speak with a consultant they will utter something very different. Bonus points qualification takes ages, plus they have no idea which offer you signed up to. Really bad customer service. Show details

Terrible service! – Ordered the Samsung smart tv back in November 2021. I have never received a phone call or email to state that there is a delay with this product. After ringing a few times I received a letter to state expected delivery would be 25/2/22. Today (1/3/22) I phoned to see where it’s at & simply got told my order has been canceled & points will be returned. No communication whatsoever. Waiting over three months with no outcome. Poor service! Show details

Cancelled my card - not a premium card – I have held Platinum Amex’s overseas and enjoyed the service. Ordered this card to achieve an alternative to my AMEX but the customer service was farcical. Cancelled card as was so un-satisfied. Not a premium card and not worth it Show details

Black altitude travel insurance claim – Westpac Black altitude complimentary travel insurance is all scam. They will find some excuses and say no to you when you try to claim the insurance. They are very inconsiderable. Show details

Don't sign up - they have descended into rubbish – Don’t sign up for this card – it is no longer a priority service. As a Westpac Black MasterCard customer, I naïvely assume I will get priority. In the past week, I have called the Westpac Altitude Travel Rewards Centre on 1300 887 820, the phone number on the Altitude Rewards site. There is a disclaimer for about 1 minute, followed by the… Read more

option to input a card number. Then the options are to select OPTION 1 for Rewards. I do so. The call then states ‘You will be transferred to the first available consultant’ or similar, then the wait music starts. The wait is 20 minutes with no feedback about progress nor an option to receive a call-back, so I assume something is wrong with the call and I will need to try again. I hung up. Realizing my mistake of ringing the basic rewards number, I rang the priority card service number on the back of my credit card. Only to find I am put into the exact same system and continue to wait for an extended period again. There is no priority treatment for Black MasterCard customers, yet the fee is $250 per year. The reason I was calling is that I redeemed 282,000 points for a $1000 cashback redemption on my credit card payment. After four weeks nothing had been received, whereas the rewards site states it will be done within 10 days. The call is answered after 7 minutes on the 4th attempt. I am told it will take several days to sort the problem as it must be referred to some special team. I asked for a case number. As a Westpac customer of 40 years, I will be using the rest of my points in another way, stopping the card and moving to another bank. Don’t risk it.

Poor over the phone service with broken telephony system – In the past 6 weeks I have called the ''Westpac Altitude Travel Rewards Centre on 1300 887 820'' being the phone number in the recent travel rewards emails. When I call that number, there is a disclaimer for about 1 minute, followed by the option to input a card number. After that the telephone system options are to select OPTION 1 for Rewards or… Read more

OPTION 2 for Travel Rewards. I select option 2. After this a consultant answers, I ask to make a travel booking, the consultant tells me they need to transfer me to a travel rewards consultant. They put me back in the queue, then sometimes I get a travel consultant or end up with another General Rewards consultant where this frustrating loop happens again. Each time I have called, I tell the consultants this issue, and they say they will tell someone about it. Now, being about 6 weeks later, it is still happening, and each consultant does not make an attempt to go "above and beyond" to fix it. Each of the consultants in the rewards team I spoke to had an "I don't care" tone and wanted to quickly move me along and did not offer any interest to actively resolve with a customer service commitment. The result of this looping process is waiting on average 25 minutes to be spoken with and that's after I've already looped through once or twice because someone else's call gets ahead in the queue. I spoke to another consultant, and I took a different approach and told him about the issue - I explained how frustrating it is very time I call. He also tried to palm me off back to the same queue I came from, however this time I asked if I could speak to someone who can take my complaint, after some back and forward discussion, he said he will do that and out me on hold and didn't return for about 20 minutes to tell me his "manager must be in a meeting".

Dodgy Price Guarantee – Allianz (the insurer) has worded the policy so that only printed catalogues advertising a price drop is guaranteed. Stores advertise via email and online now, this isn't taken into account. Show details

The worse customer support – I have redeemed a gift card for $100 dollars from them which was never delivered. I have reached Customer Service and I was told that the collection period had expired and they can no longer deliver it. Had no idea there was a collection step in the process, I thought it was simply sitting in my account. I asked Customer Service to clarify where should I have read about the collection rules, however I never heard back

Ridiculous frustrating application process via Manila Call Centre – Absolute frustration dealing with Westpac credit card application,- Incompetence from both Manila Call Centre, incompetence & lack of initiative from "verification Centre" which I'm told is in Sydney. Repeated requests for substantiation documents. Repeated requests for 'Loan closure" letters from WPC verifcations... that CBA tell me do not exist… Read more

as they only send out a LOAN CLOSURE STATEMENT. More than 40 pieces of verification information sent to "applications" and 3 weeks later they still ask for same info.- payslips requested numerous times. rental docs, loan statements, etc.... All this & its just a credit card application . I notice other applicants also experience the same level of frustration. The customer service deserves a big RATING ZERO

The lack of understanding this WPC "verification team" has, their lack of initiative in reading or understanding documentation leaves alot to be desired.

The frustration with the Manila Call centre , the wasted time ( 63mins today to Manila) plus hours of other wasted phone calls since 19Feb 2020 leaves such a bad taste in my mouth. I feel incredibly "insulted" by the whole experience. I applied last week for the Qantas Premier Mastercard, its approved & my card is on the way with 120,000 qf Freq flyer points. Do yourself a favour,,,look at options other than WPC. The freq flyer points arent worth the anxst ... Apply elsewhere..

Awful customer support - Just terrible – I redeemed a gift card for $50.00 however they sent it to my old address despite me changing my address prior to purchase/redemption. Furthermore, this was supposed to be an online Gift card, as in they send the Gift card to my email NOT physical address.. When I called to see what was happening, the person I spoke with noted my address… Read more

incorrectly by one digit which has cause other issues..

What really takes the cake though is the copy and paste answer from their complaints team (all of three lines) advising 'Rules were the rules' and there is nothing that can be done.

It's like they didn't even read the issue prior to sending the three sentence garbage response.