What options do I have to escalate if Westpac is unable to add Virgin lounge or seat upgrades as advertised benefits?

Anyone else in this situation? After meeting the spend criteria, Westpac are unable to add lounge passes or seat upgrades to my Velocity account. They keep sending apologies and making promises but the benefits just never eventuate. I have low hopes for my signup bonus now. :disappointed:

What can a customer do when a Bank doesn’t provide advertised benefits?

A warning to prospective customers that Westpac seem to be in a state of disarray from application process to rewards allocation.

@MarkMelbourne You can lodge a compliant with AFCA if the bank cannot deliver on the advertised benefits. Also, make sure to get a confirmation from the bank that you have fulfilled all the requirements to be eligible for these benefits before you lodge a complaint.

https://www.afca.org.au/