Letters: October 26, 2009

READER'S COMPLAINT

Bank clarifies on incentives

I would like to warn readers about Samba Bank's misleading advertisement which clearly mentions: "Get up to 5 per cent cash back on your card purchases."

However, the manner in which the cash-back system works is extremely misleading and never discussed. No other bank calculates the ‘cash back' offer in this manner! Based on the ad, you might expect to get a five per cent cash back if you spend above Dh15,000 in one month. However, you will actually get a cash back of only Dh282.50, or 1.87 per cent. Calculations are as shown (above)

I realised this when I spent over Dh10,000 using my credit card and received only Dh137, or about 1.3 per cent, instead of the promised cash back of three per cent! All credit card users must be aware of this. Additionally, a customer care representative informed me that the maximum cash-back possible in a year is Dh2,000. This is not mentioned in the ad either! Beware.

From Mr Parag Tikekar
Dubai

Mr Manbir Dhillon, Consumer Bank Head, Samba Financial Group — UAE, responds:

This is with reference to the complaint lodged by Mr Parag Tikekar — a Samba Financial Group (‘Samba') credit card holder since July 2008. We have investigated the matter and would like to highlight a few facts. At Samba, we endeavour to be completely transparent in our communications with new and existing customers. Hence, we ensure that the communication is sent to customers through adequate channels and that the same is available for the customer to view at his/her convenience. To this effect, the cash back programme is also communicated in the following ways:

Highlights of the programme are available in the Directory of Services which is sent to customers along with their credit card.
The details and mechanics of the programme are explained on our website www.samba.ae

These details cover the following areas regarding the cash back programme:

a. Programme features which include the criteria, programme workings and annual cap amount that can be earned.
b. Cash-back computation details.
c. Sample illustration that displays the cash-back earned against the spending on the Samba credit card.
d. Frequently asked questions.
e. Terms and conditions of the programme.

Additionally, in order to ensure that all customers are updated with the latest information, we send periodic SMS notifications and credit card statement messages, reminding them to visit the website for further details. In light of the above, the communications regarding the programme were sent to Mr Parag in the following months: October and December 2008 and then in April and June 2009. A perusal of our website by Mr Parag (as indicated in various communications) would have ensured that Mr Parag got a better and complete understanding of the mechanics of the programme or any of our other offers. We will be happy to furnish any of the above mentioned details on the programme should he require any further clarification. We reserve all our legal rights in the matter.

Mr Parag responds:

Thanks Gulf News. Good response from Samba! But my comments still hold: I found their cash-back computation to be extremely misleading.

Editor’s note: The management of Samba declined to provide any further comments.

Faith will see you through

Often, I would read about people's experiences with breast cancer ("Battling cancer: A warrior's journey," Gulf News, October 23). Never did I expect to find a lump in my right breast. I was scheduled to fly to India in two months and decided to get the mammography done there. The tests came back positive — I had cancer. The 1.2cm tumour was malignant and I needed to undergo surgery. The operation was successful and I recovered in a few weeks. However, the doctors advised a chemotherapy session coupled with radiation. Since this was very expensive, I decided to return to Dubai for further treatment. An oncologist advised that I undergo six cycles of chemotherapy and prepared me for the side effects. While the first cycle was okay, I remember screaming with pain during the second cycle. Soon, a team of doctors arrived to investigate what had gone wrong. Tests revealed that the portacath — a small device placed under the skin to facilitate chemotherapy — had dislocated, leaving me breathless and in a critical condition. I was vomiting, had fluid in my lungs and severe inflammation around my chest.

My immune system was very weak, too. It was a nightmare. Thereafter, I was completely bedridden and could not speak, sleep or eat. I received only two cycles of chemotherapy with extremely poor tolerance and soon the treatment was discontinued. Doctors could do nothing — I just had to wait patiently for my condition to improve. Normal food tasted like chemicals and I needed to go on a diet to control my diabetes. I lost a lot of weight in the process and often had no strength to even stand. It was very tough balancing family life and work, too.

I would be home with my family for a few days before returning to the hospital. I took a break from work for almost two months but thankfully, my colleagues and employer were quite supportive. Helpless, I used to pray to the Almighty to give me the strength to carry on. I wanted to live for the sake of my children. I needed to have faith. Many people prayed for me and my condition has started improving.

The chemotherapy has been discontinued for now, but I need to drive to Al Ain for four hours every day for my 33 fractions of radiotherapy. The doctors have advised hormonal treatment. I am not sure if it will work, but here I am, surviving on prayers and a positive attitude. I don't think I need medication — God has cured me. I thank Gulf News for its report on breast cancer. To all cancer patients, remember — with faith and a positive attitude, we can fight back.
From Ms M. D'Mello
Dubai

Follow routes, please
I study in a university located in Knowledge Village and use public transport to commute. There are various stops inside the aforementioned area, with buses that ply on different routes. Earlier, bus number X25, 8, and 8A used to stop at the main bus stop.

However, of late, these buses do not go inside the Knowledge Village area and instead take a detour toward Dubai Marina and other areas in Dubai. I have to walk to reach my study centre and have seen other students run to their colleges, to be on time for class.

Since evening classes are for working executives, these usually start at 6pm. If buses could continue plying on the same routes, it would be of great help. Additionally, it would be ideal if the authorities could build a waiting hub.

The area is deserted and very dimly-lit which makes it difficult to wait for long, especially in the evenings when the waiting period is no less than one hour, if at all buses leave as scheduled!
From Ms Bushra Salah Al Deen
Sharjah

What does the future hold?
As a Business teacher, I ensure I read Gulf News' "Working it out in the office" column, on a regular basis ("Watch for those office taboos," Gulf News, October 18). Usually, I find interesting and informative articles which I then use for discussion and debate in the classroom. Additionally, I thought the aforementioned report would be an excellent topic to prepare my students for their future at work.

Maybe I am very naive and old-fashioned but the article paints a very crude and disturbing picture. Is this what future business employees should expect?
From Ms Caitriona Halleman-Kearney
UAE

Danger lurking behind
I request the Roads and Transport Authority (RTA) to resolve the issue of slow moving cars — possibly of beginners or learners — in the Al Quoz Industrial Area of Dubai. Many buses, trucks and other heavy vehicles are often seen in the area, too.

At times, it's worrying to watch learners attempt to change lanes, with a huge truck speeding behind them. Why can't driving schools operate in a remote area or in neighbourhoods with less traffic? I am sure both the learners and heavy vehicle drivers would welcome this suggestion.

After all, it's a matter of safety. I truly hope the authorities concerned would look into this suggestion.
From Mr Shahbaz Faisal
Dubai