UAE | Complaints

Reader complaints: Cash back validity, refund request

Readers’ concerns are raised with service organisations

  • By Manuel Almario, Community Journalist
  • Published: 00:00 June 17, 2012
  • Gulf News

Cash back validity

RAKBANK has a credit card that gives cash back, due to which it has gained huge popularity and has a huge customer base.

I cancelled all other credit cards and switched to this one due to the Cashback offer. I was happy that I had collected more than Dh4,000 on my Cashback and was planning a nice treat for myself with this money.

To my dismay, I got my credit card statement saying that Dh2,000 has expired! I called the bank and was told the expiration date is mentioned below the Cashback box. On observing, I saw in the fine print a statement saying the cash back offer was redeemable up until the 15th month. Now my questions are:

When the amount is accrued over the various dates, how can Dh2,000 expire in one day? And how is the 15-month expiration period determined?

Why didn’t they warn us that the accrued cash will be expiring soon?

How can cash expire?

They also didn’t inform us when the expiration changed from 24 months to 15 months.

I feel cheated. I spent a lot on this card and for the Cashback and to see it go down the drain is disappointing. I would appreciate it if Gulf News can sort this out and get some answers for us.

From Ms Lumanari Shrestha
Abu Dhabi

 

Mr Ian Hodges, Head of Personal Banking, RAKBANK, responds:

Thank you for giving us an opportunity to justify our stance on the issues raised by Ms Lumanari Shrestha, RAKBANK customer.

RAKBANK’s Cashback Anywhere Programme allows eligible RAKBANK credit card holders to accumulate Cashback on qualifying transactions incurred on their RAKBANK credit cards during the billing month as per the minimum and maximum amount set by the bank from time to time.

The bank advised its customers about a revision of the Cashback validity to 15 months through emails and credit card statement inserts in November and December 2011. The information has also been updated on our website www.rakbank.ae.

We have been in touch with the customer to clarify the matter and have resolved her concerns.

 

Ms Shrestha responds:

I would like to thank Gulf News for taking up my issue and acting promptly on it. They called me and reimbursed my Dh2,000, which is a huge relief. I appreciate your help and I am grateful.

 

Refund request

I have an e-Vision account, which included a pay-to-watch movie channel called e-View. The e-View channel has been discontinued by e-Vision and the credit that was in my e-View account is not being refunded or adjusted to my e-Vision account as per their statement: “Thank you for your e-mail. Kindly be informed that e-View movies is discontinued from the e-Vision platform ... balance of the e-View token cannot be refunded or adjusted against bills.” As a customer, I have paid for a service that has been discontinued and I am told that the money I paid cannot be refunded/adjusted. Is there a way Gulf News can help in this matter?

From Mr Tanveer Al Hassan
Dubai

 

The management of etisalat responds:

Kindly be informed that Mr Tanveer Al Hassan’s issue has been resolved and Dh100 was credited to his e-Vision account.

 

Undue charges

Recently, Abu Dhabi Commercial Bank (ADCB) has taken over the retail banking business of the Royal Bank of Scotland (RBS). As per the deal, I received a new ADCB credit card in December 2011. Since I was already holding another ADCB card, I didn’t want to activate this one and by January, I enquired through customer care and cleared the due amount in the RBS card account through an exchange house. The calls from the bank on every alternate day made me activate the card on February 19, 2012 and I came to know that I had an overdue amount of more than Dh200, which includes a late payment fee of Dh199, the exchange house charge and an insurance I had with RBS. Previously, I was told that there would not be any extra charges levied on us by RBS. For the other ADCB card, I was always notified through SMS in case of an outstanding balance to be paid, whereas there was never any statement or message for this card, and I feel cheated.

After several attempts to register a complaint, one was sent through on February 27 and was rejected. By March 4, I cleared all my dues for the other cards. Being a victim of inter-banking deals, I am worried about continuing my business with ADCB. My previous dealings with the bank were clean and it will be evident from my bank history. I hope Gulf News will help me resolve my issue amicably.

From Mr Madhava Panicker Vidyodaya Kumar
Abu Dhabi

 

The management of ADCB responds:

Thank you for your constant cooperation and communication with us in the endeavour to best serve our customers and resolve their issues.

It is important to note that 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.

All ADCB customers can contact this unit 24/7 on 800 2030; or call collect +97126210090 from outside UAE; alternatively they can visit our website (www.adcb.com) from where they will be able to log their complaints, recommendations or suggestions.

Please be advised that we have directly communicated our feedback to the customer and this case has been closed from our end.Mr Kumar responds:

I would like to thank Gulf News for its timely intervention in this matter. Keep it up! I have been contacted by ADCB and my matter has been addressed amicably.

 

Editor’s note: If you have similar consumer complaints and wish to raise them with the newspaper, contact us via e-mail at readers@gulfnews.com.

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