Banks help resolve customers’ grievances

One customer says cash-back rewards on his credit card were revised without any intimation, while another says his end-of-service benefits were frozen despite him having no liabilities with the bank

Cash-back rewards

Iwas approached by Najm sales staff to apply for Najm One card in April this year. The staff informed me there are a lot of benefits, features of having this card and one of the unique features is cash 10 per cent (maximum cap is Dh500 every month) if we do the 26 transactions of Dh50 and above every month.

However, there is an annual fee of Dh300. He said just calculate, you will receive Dh500 cash back every month, therefore Dh500x 12 = Dh6,000 cash back every year and the fee for one year is Dh300. I got convinced and signed the application, received the card and have been using it since April 2018. Cash back was honoured by Majid Al Futtaim Finance (MAF) for three months only.

Recently when I called MAF call centre to know my statement details (outstanding and cash back) I was shocked to hear from staff that cash back offer has been revised from 26 transactions of Dh50 to 51 transactions of Dh75 with effect from August 1, 2018, which MAF has not intimated us till date.

What about the cash back Dh500 against all the 26 transactions I made during August 2018? How can MAF revise the cash bank offer without intimating their customers?

As an MAF customer, when I paid for credit card annual subscription fee then MAF should honour all the features/offers for one year. I hope Gulf News will address this issue.

From Mr Manoj Kumar Aswani

Dubai

The management of MAF responds:

While we understand the frustration of some customers in response to the recent changes to our products, these changes were made from a business sustainability perspective and all of our Najm One cardholders were informed of the changes in their statements, which are sent every month. Customers can still earn an increasing percentage back from their purchases and are able to reach the maximum Dh500 with a higher overall spend on their cards each month.

We have contacted Mr Aswani, listened to his feedback, and explained to him the changes in our loyalty programme. He not only qualified for the maximum, Dh500 cash back, on his last statement with the new changes, but has also earned another Dh1,000 for an additional offer we have this month, which rewards him for using his card on school fees. Mr Aswani is satisfied that his feedback was heard, shared with management and addressed in a timely manner.

Mr Aswani responds:

Thanks Gulf News for taking up this issue with MAF, even their staff called me and explained the changes although these changes are not in the interest of credit card holders but still their cash back rewards feature is better compared to other banks’ credit cards. I am satisfied with their response. Once again I am thankful to Gulf News.

(Process initiation: September 12. Response from organisation: September 17. Reader confirms: September 18.)

Frozen funds

Irecently left the UAE after five years of service, and I received my gratuity in my salary account at First Abu Dhabi Bank (FAB). Despite having no liabilities with the bank, my end of service (EOS) pay was frozen and I’m not able to access it. I have been sent around in circles.

I received my end-of-service pay from my company on December 10, 2017.

When I received the EOS in my account, the bank froze the amount. They have not released the amount. On contacting the call centre, they mentioned that I had liabilities with them. I highlighted the fact that they provided me with the clearance certificate stating I have no liabilities with them. Thereafter, they told me they will call me back. No one did.

It is also evident from the system I have no credit cards or loans. My branch manager confirmed this with me and she has continually been emailing the head office enquiring when the money will be released. There has been no response from them about why or when my money will be released.

From Mr Toqeer Hussain

London, UK

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 Toqeer Hussain, and the matter has been resolved to the satisfaction of the customer.

Mr Hussain responds:

The customer service was the worst I’ve ever experienced. I contacted them for five weeks everyday as I wasn’t able to access my funds and I was falling into debt. Not once in those five weeks did they contact me or give me an update. The total losses were above Dh5,000 for me. I requested the management to contact me when the issue was resolved so I could give feedback but to this date no one has contacted me.

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 unable to reach Mr Hussain directly, however the funds have been released and FAB has contacted the customer via email.

(Process initiation: January 27, 2018. Response from organisation: January 31, 2018. Reader confirms: November 3, 2018.)

■ 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

As a customer, when I paid for credit card annual subscription, then all features/ offers for one year should be honoured.”

From Mr Manoj Kumar Aswani | Dubai