Expired Cashback
Please help me recover Dh180 from RAK Bank Credit Cards, which the bank has “expired”.
RAK Bank Credit Card runs a promotion, which entitles the user to earn Dirhams, based on the card usage, which can be adjusted in the monthly statement. However, these have to be redeemed within 15 months.
In my case I have lost Dh180, as per the last statement, for which I request Gulf News’ intervention to recover this amount for me. Besides helping me recover this amount, I have a few observations: Why does the statement not show the Cash that is going to expire? Has it been done on purpose, so if a customer forgets to redeem on time, the bank does not have to pay out. I do hope this is not the case.
The Cash can be used only as Credit in the monthly statement, so why does the Bank not credit the statement at the end of 15 months, instead of “expiring” them. This will go a long way in creating goodwill with the customers.
The Cashback scheme by the Bank is to keep the customer engaged, but if the Bank “expires” the money earned by the customer, do they expect the customer to continue using the card and be a loyal customer of the bank?
From Mr Haresh Thawani
Dubai
Mr Ian Hodges, Head of Personal Banking, RAK Bank responds:
Thank you for giving us an opportunity to justify on the issues raised by Mr Haresh Thawani, RAK Bank customer, before you decide whether to proceed with publication.
The concerns raised by Mr Thawani have been reviewed and we understand that the customer is contesting the Cashback expired on his July 2014 Credit Card statement. This was expired by the Bank since we were not in receipt of a redemption request from the customer prior to the expiry date of the Cashback.
Cashback is a feature provided to our Credit Card customers, terms of which are provided to them in the published Credit Card Agreement. As per the agreement, Cashback not redeemed within 15 months from the month it was earned is expired and reduced from the accumulated Cashback balance reflected in the Credit Card statement.
Please note that our Credit Card statement notifies our customers of the Cashback earned, redeemed, expired, balance and the fact that Cashback earned can be redeem within 15 months from date of statement. Further, we also note that Mr Thawani has redeemed Cashback on his Credit Card previously and his expired Cashback was exceptionally reinstated in June 2012 as well.
Since receipt of your e-mail, we have contacted Mr Thawani and once again advised him of our inability to refund the expired Cashback on his Credit Card account.
(Process initiation: August 2. Response from organisation: August 3.)
Wrongly billed
Please help me to resolve this issue. I rented a flat in Sharjah Al Qasimia area and applied for etisalat Internet connection from Mega Mall’s etisalat branch, where I clearly mentioned that no router would be required as I already have one. On April 15, the technician came to my house and installed the connection including the modem as I was on duty and my family didn’t know anything about the router. The same day, I called 101 about this matter and was told to wait for the first bill. On April 23, I got a message stating that my complaint had been resolved. So, I called 101 again and was told to visit etisalat Business Centre. When I did that, they said that they can’t take the router, instead I should call 101 and a technician will come to collect the router. I got the bill after 15 days, which included the router charge and one month’s extra rent was also included on that bill
From Mr Mohammad Kuttiyil
Sharjah
The management of etisalat responds: Kindly note that the customer’s issue was resolved
Mr Kuttiyil responds: The technician came and collected the router, and I was told that the money would be added to the upcoming bill.
(Process initiation: July 25. Response from organisation: August 10. Reader confirmation: August 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.
