Readers raise their complaints with companies concerned, and get their grievances resolved.
One customer did not receive rewards for a promotion, another was compensated over promotion on jewellery and the third customer sought a refund on a fraud case with bank
Where are my rewards?
Iam a Najm Voyager Signature card and Najm Blue card holder. I wish to raise a complaint against Majid Al Futtaim (MAF) Finance Credit Card promotion. I was supposed to receive a mall gift voucher of Dh500 on my spends of more than Dh15,000 during the promotion period of June 1 to June 30, 2017. I enrolled by sending an SMS on June 5 and received a confirmation message from Najm on the same day.
After enrolling and getting the confirmation from Najm, I proceeded to spend more than Dh15,000 during the period, June 5 to June 30, 2017. Now, they are not fulfilling their commitment, citing the reason that I was not one of the first 1,000 customers to register.
The terms and conditions on their website did not have the clause of 1,000 customers when checked on June 3, 2017. They added this clause later. Also, the SMS confirmed to me that I am enrolled in a “contract” between Najm and me, and that I will be eligible for the mall voucher for Dh500 on spending over Dh15,000. If I was not enrolled, I should be getting the message: “Your enrolment has failed as you are not part of our first 1,000 customers.”
Also, I need to raise another complaint. I was supposed to receive Dh500 cashback on my international spend during the promotion period, July 1 to August 31, 2017. I enrolled by sending an SMS on July 31 and received a confirmation message from Najm on the same day. I chose the option for a 10 per cent cashback. After that, I spent more than Dh5,000 non-UAE dirham spends online during the promotion.
When I checked with MAF Finance, they gave me many excuses, and said some of my spends were not valid. However, in their terms and conditions, there is no mention of the specific spend or any clause about it!
For all the campaigns, they don’t have any record. They should have a surveillance system to keep a track of customers who are valued and reward them on time. This campaign should give the voucher and cashback within 45 days after the promotion ends, but 10 months later, I still haven’t got anything. All other campaigns they promised are not rewarded on time. After I get the rewards, I think I will cancel all of my Najm cards.
From Mr Xu Kong
Dubai
The management of Najm responds:
Please be advised that Mr Kong has been contacted and his issue is resolved on an exceptional basis. Mr Kong was not eligible for the said campaign and his enrolment message was not received in the system. As such he was not part of the winners’ list. Yet, being a valued Najm member, he is getting compensated as a gesture of goodwill.
Mr Kong responds:
The Najm customer manager called me and apologised and said this was due to a technical issue. I have received a gift card similar to the amount of the cashback.
(Process initiation: May 7. Response from organisation: May 10. Reader confirmation: May 24.)
Cashback offer issue
As per Abu Dhabi Commercial Bank’s (ADCB) offer email, I purchased gold jewellery at Al Ain’s Town Centre for Dh12,000 on April 17.
After purchasing, the merchant and I called ADCB customer care to claim the offer of zero per cent interest and five per cent cashback. The bank’s customer care asked to raise a complaint. The same complaint was cancelled by ADCB without resolving and without my knowledge.
I raised another complaint on April 23. Unfortunately, that complaint also was not resolved, and a customer care executive talked to me in a rude manner, saying: “This offer is not eligible for you!” He told me I should have called the bank’s customer care before the purchase, to confirm if there was even an offer available.
I am not satisfied with his answer and my question is — if they are sending emails about these offers, why should I confirm with customer care?
From Mr Albert Anand
Al Ain
The management of ADCB responds:
Thank you for your cooperation and communication with us in the endeavour to best serve our customers and resolve their issues.
Customer satisfaction is at the very top of our agenda, which is why we have an established Service Quality Unit that is dedicated to handling all customer enquiries and complaints. While we cannot comment on specific customer cases, we do take finding a solution for our customers very seriously and approach every situation with the best interest of the customer in mind.
With reference to Mr Anand’s issue, please be advised that our Service Quality Unit has investigated the matter and confirmed that the customer made a transaction of Dh12,000 at Damas for gold purchases and has asked to convert it into zero per cent Installment Payment Plan (IPP) and get five per cent cash back. However, as per the terms and conditions (T&C) of the promotion, the customer can avail the offer only for diamond purchases not gold, hence, the customer is not eligible for the offer. Moreover, all ADCB communications direct customers to check T&C, specifically indicating that the offer is available for diamond jewellery only. The case is closed accordingly.
We continually urge all customers to contact our Service Quality Unit 24/7 by phone, email or web, should they need any further clarification regarding their issues. We would like to thank you for bringing this issue to our attention and hence giving us the opportunity to further our servicing to our valued customers.
Mr Anand responds:
Thanks a lot Gulf News, for the timely help. ADCB promised to offer me 20,000 ADCB points.
(Process initiation: April 30. Response from organisation: May 10. Reader confirmation: May 13.)
Unauthorised transactions
Iam facing issues regarding a fraud case with Emirates Islamic Bank (EIB). I was charged five fraudulent transactions without a secure One-Time Password (OTP) and notified through SMS. It amounted to Dh8,272.82 on my Emirates Islamic Bank e-shopper card on December 13, 2017.
I informed the bank as I discovered the debit messages on the same morning, and requested to block both cards (including primary). I raised an official complaint with the call centre and physically at the branch. It appears three transactions were not billed and therefore didn’t appear in the statement. Two transactions were processed despite my claim. These appeared in my statement after more than 100 days.
I am told it is bank policy to have pending investigations that can last six months or 180 working days. I don’t understand why the bank is holding me hostage/guilty until their investigations are over? I did not even receive any OTP in the first place (I have records of that day), so why should I pay finance charges? This is an unfair bank relationship policy. A six-month investigation for a fairly clear-cut case?
I am concerned how the bank (as custodian of my personal and financial data), was unable to protect me against blatant online breach. I wonder if fraudsters also got away with other personal/ financial information. I seek a full refund and official letter from the bank as to how this has happened.
I hope Gulf News is able to pursue EIB for further action/comment.
From Mr Mohammad Reza Dehquanpur
Dubai
The management of Emirates Islamic responds:
Thank you for bringing Mr Dehquanpur’s concerns to our attention.
Our customer service team has been in touch with the customer and as an exception, we will provide the customer temporary credit till the matter is resolved with the merchants. We would like to take this opportunity to reiterate that customer experience remains our key commitment at Emirates Islamic.
Mr Dehquanpur responds:
I would like to thank Gulf News for your efforts raising my case with Emirates Islamic management. Much appreciated.
(Process initiation: May 7. Response from organisation: May 15. Process completion: May 21.)
When I checked with them, they gave me many excuses, and said some of my spends were not valid. However, in their terms and conditions, there is no mention of the specific spend or any clause about it!”
Xu Kong |
Reader