Readers raise issues such as delay in obtaining a clearance letter and enormous telecom bills, with companies.

One reader had a problem with redeeming his voucher, the other was charged an extra fee and another had been awaiting a loan clearance letter for two months.

Voucher invalid?

Ihave a credit card with Mashreq Bank. During a credit card spending promotion by the bank, I received two Rixos The Palm Dubai vouchers for Dh400 as dining credit. It was an open voucher without any cut-off date mentioned on it. I received this during a promotion in 2015. I used one in 2016 and kept the other voucher for use as and when convenient. When I later approached the venue as per my dining reservation, they said the voucher was invalid. Now, even Mashreq is claiming it is not valid. When I asked them why there was no cut-off date mentioned, they didn’t have an answer. Despite repeatedly approaching them, they are telling me the same thing, without providing any solution. Because of such vague information, customers are losing out on their vouchers, despite being eligible as per the promotion information.

I seek Gulf News’ intervention and assistance in resolving this with the bank as they are not responding to the matter.

From Mr Venkata Pavan Kumar Tangirla

Dubai

The management of Mashreq responds:

Thank you for sharing Mr Tangirla’s concern with us.

We have reviewed the concerns raised by Mr Tangirla regarding the dining voucher issued in 2015.

Our investigation reveals that Mr Tangirla was issued two such dining vouchers in 2015 under a promotion and it has expired as it should have been redeemed within the calendar year 2015.

The terms and conditions of the offer were available on our website at the time of promotion.

Mr Tangirla had approached us with the same request in 2016 and in 2017 but has been unfortunately declined previously, except once, when we allowed him to use expired vouchers under an exceptional gesture.

We all know that all tactical promotions and reward vouchers have a validity and cannot be open ended for an infinite period, hence it is important for every customer to read the terms and conditions.

We have contacted Mr Tangirla and advised him regarding the voucher validity and also shared a copy of the T&Cs with him.

Unfortunately this voucher, which was issued in 2015 cannot be redeemed in 2018.

We take this opportunity to thank Gulf News once again for bringing this issue to our notice.

(Process initiation: March 18. Response from organisation: March 20. Process completion: March 26.)

Unwelcome fee

Ihave a credit card from Emirates NBD. In December 2017, I applied for a loan of Dh6,000 with instalments for six months, and there was a charge of Dh180 as processing fee. So the total outstanding was Dh6,180 at the time of processing my loan. The person who processed it informed me that all the other services, like credit shield and insurance, had been removed and he confirmed the same.

But in my first statement, I found an extra amount of Dh61.18. I informed the bank’s call centre and they said that in the next statement, they would reverse the amount.

But since the past four months, I have been calling them regarding the extra amount, which has still not been reversed. Each time, they say my issue has been solved. But when I ask for a clarification, they don’t have any idea about the issue and put me on hold for more than half an hour and again advise me to wait for my next statement.

Recently, I called them again and warned them that I would complain regarding the incorrect statement, but I haven’t received any call from them.

I know the difference in amount is not much, but I wonder why they informed me the issue was resolved, without reversing the amount. I urge everyone to be aware of such matters, and to check their statements every time. From Mr Mohammad Rafique

Sharjah

The management of Emirates NBD responds:

We are pleased to inform you that our Group Customer Experience team has been in touch with Mr Rafique and the matter has been resolved.

We have offered Mr Rafique our sincere apologies for any inconvenience caused. Emirates NBD appreciates its customers’ feedback and will take every opportunity to further review and enhance any internal processes that require attention.

We would like to reiterate our commitment to providing superior service to our customers and thank you for your

continuous support in providing us with the opportunity to resolve their issues.

Mr Rafique responds:

Thank you Gulf News, for the support and help to solve my issue. Yes, I received calls from Emirates NBD and they promised me to reverse the amount in my next statement.

(Process initiation: April 17. Response from organisation: April 23. Process completion: April 24.)

Waiting for clearance

I have had a credit card from First Abu Dhabi Bank (FAB) since 2015. Recently, I decided to close the credit card and paid the entire amount, as shown on the liability letter. I did it due to a take-over from another bank. I submitted all the documents at FAB’s Mirdif branch in Dubai, including a guarantee letter and manager’s cheque, on January 31. The money was credited to FAB on the same day.

After a few days, I asked for a clearance letter. The bank replied that they had lost my guarantee letter while sending it to their Abu Dhabi branch. I visited the branch many times and met the branch manager but they didn’t pay any attention to my case.

Meanwhile, the other bank already started taking equated monthly instalments (EMI) over a period of two months. FAB put me in a terrible financial situation and I raised many complaints through their customer care centre, but they did not take any action. I humbly request Gulf News to get involved in my case.

From Mr Mohammad Noufal Rasheed

Dubai

The management of FAB responds:

FAB supports the growth ambitions of its stakeholders and goes beyond financial products and services, and as such, we are grateful for all customer feedback as we strive to consistently deliver the highest standards of service. The bank has been in contact with Mr Rasheed, and the matter has been resolved to the customer’s satisfaction.

Mr Rasheed responds:

On April 16, I received a call from FAB saying the letter was ready.

I have been chasing FAB for more than two months regarding this matter. Thanks for the support.

(Process initiation: April 5. Response from organisation: April 17. Process completion: April 17.)

Editor’s note: Do you have similar issues that you would like to raise with us? You can write to us at readers@ gulfnews.com.

When I later approached the venue as per my dining reservation, they said the voucher was invalid. Now, even the bank is claiming it is not valid. When I asked them why there was no cut-off date mentioned, they didn’t have an answer.”

Venkata Tangirla |

Dubai

After a few days, I asked for a clearance letter. The bank replied that they had lost my guarantee letter while sending it to their Abu Dhabi branch. I visited the branch many times and met the branch manager but they didn’t pay any attention to my case.”

Mohammad Noufal Rasheed |

Dubai