Big loss
I was holding a credit card and applied for a higher version of the credit card in September 2013 based on sales follow-up and offers from Majid Al Futtaim (MAF) Finance (Najm VISA Gold Card).
During the sales promotion for the VISA Gold Card, I was informed with assurance that I would be getting a few Magic Planet vouchers, which don’t have any expiry date, if I apply for the Gold Card.
I received my credit card and vouchers in September 2013. When I visited Magic Planet, which is also owned by MAF group, some time in December 2013, they informed me that they had discontinued accepting vouchers from the end of September.
As a customer, I was neither informed about this by MAF Finance nor by Magic Planet through any mode (telephone, email or SMS).
This is a clear breach of trust. I had a very embarrassing situation as I had gone with my relatives and then had to spend Dh200 for use at Magic Planet. I am having a total of about 15 vouchers worth Dh100 each. This is a big loss for me. I was also holding four vouchers to replace an expired Carrefour voucher, which was delayed when it was sent to me for my redemption of rewards point.
I tried to contact consumer rights and they informed that I had to contact Central Bank. However, I did not receive any response in this regard and the issue still remains unresolved.
I request your intervention and favourable resolution at the earliest.
From Ms Shital Sheth
Dubai
The management of Majid Al Futtaim Finance responds:
Thank you very much for your note.
Please be advised that after running our investigation, we have acknowledged Mr Sheth’s entitlement of a compensation for the unfortunate incident that happened to him, with regrets, during a transitional stage of cancelling the Magic planet offer from the Najm benefits, and after reviewing the customer’s records, It came to our knowledge, that the operational team member who was handling his case did not clarify to him his compensation rights in such scenarios, which was a mistake on our side. Mr Sheth is the only case so far we are facing since the cancellation of the offer. We have contacted him already and he will be compensated.
It is worth mentioning that the Magic Planet voucher was a Najm benefit, only offered to new and upgraded customers and the offer is no longer available or valid. Mr Sheth also is no longer a Najm member since he cancelled his Najm card.
We hope the provided information clarifies everything. Thank you again for your valuable support.
Mr Sheth responds:
I received my Magic Planet cards, loaded with the amount as replacement. Thank you for your efforts, Gulf News. I also appreciate the efforts and resolution by MAF Finance.
(Process initiation: September 5. Response from organisation: September 18. Reader confirmation: October 1.)
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