No redemption
I am an Abu Dhabi Commercial Bank (ADCB) Gold credit card customer for the past two years. I had bought three online tickets to go to Yas Water World on February 23 and March 7, using my ADCB Gold credit card, which has a 50 per cent weekend entertainment cashback offer.
I read the terms and conditions that were available to me for the weekend cashback offer and purchased these tickets after confirming details with the ADCB customer service agent on the same day over the phone, just before I made the purchase.
I have made sure that I maintain a minimum monthly transaction of Dh1,000, which is a mandatory requirement for this offer and I made this purchase for a weekend entry at Yas Waterworld.
I was astonished to see that there was no refund made to my account, contrary to their advertisement. The bank finally confirmed to me that my transaction is not eligible for the cashback, as the transaction date was February 23, although I bought the ticket for the weekend.
I strongly believe that this is an ill-poised implementation of the weekend cashback offer, with the sole intention of putting down my claim, considering the fact that I had purchased tickets to visit Yas Waterworld on a weekend. I kindly request Gulf News to look into this matter and help me resolve this issue with the bank.
If this is the bank’s strategy, than I am sure there are hundreds of people here who are deceived by this offer.
From Mr Anoop Sivasankaran
Sharjah
The management of Abu Dhabi Commercial Bank responds:
Thank you for your cooperation and communication with us in our 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 02-6210090 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 Sivasankaran responds:
The bank has now approved the cashback. Thank you for all your help in resolving this problem.
(Process initiation: April 2. Response from organisation: April 20. Reader confirmation: April 20.)
Back and forth
I created an online booking with Emirates airlines on November 28, 2013, and made the payment through my Emirates NBD (ENBD) credit card on December 1, 2013.
After a few minutes, I called Emirates airlines to get my itinerary, but was informed that my booking reference had been cancelled due to the 15-minute delay. They told me that they would not claim this amount from ENBD and that I would need to book my flight again and contact ENBD for the amount refund.
When I contacted my bank, they told me that this was a normal occurrence and I would need to wait for 15 days for the amount to be reversed. However, till date, the amount has not been credited back to my account, despite several follow-up calls and e-mails. I even sent the cancellation e-mail copy from Emirates airlines to the bank. But I keep getting only one response, saying that my complaint has been forwarded to the concerned department on an urgent basis and will be sorted out very soon.
On February 19, I got an e-mail from ENBD, saying that the payment had already been taken by Emirates airlines and I would need to contact the airline offices directly.
I then contacted Emirates and they told me that they did not claim this amount and would not do so until the itinerary details had been sent to the customer.
I request Gulf News to kindly take up this issue on my behalf, as I find it to be unfair.
From Mr Mohammad Asif Thottam
Dubai
The management of Emirates NBD responds:
We are pleased to inform you that our Group Customer Experience team has been in touch with Mr Thottam and resolved his complaint.
We wish to clarify that the transaction made by Mr Thottam on December 1, 2013, went through successfully to the merchant, while Mr Thottam was constantly informed by the merchant that the amount had not been credited to them. Upon receiving Mr Thottam’s complaint on December 15, 2013, our team has investigated the matter again with the merchant and they have confirmed to us that they indeed received the amount on December 2, 2013. At present, all matters related to refunding Mr Thottam have been clarified and he has been informed that merchant shall refund him shortly.
We would like to thank you for your efforts in providing us with the opportunity to further assist our customers.
Mr Thottam responds:
Thanks a lot for taking up my case and I am glad to inform Gulf News that the dispute has been resolved and the amount has been credited back to my account today by ENBD.
(Process initiation: April 2. Response from organisation: April 8. Reader response: April 20.)
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
