Full charge
I had used my Emirates NBD (ENBD) Platinum credit card on December 1, 2014, to book tickets online for the Mamma Mia show in Dubai. My total spend was Dh1,185.
There was a promotional offer from ENBD for this show and I was supposed to receive a 15 per cent discount on the overall amount for this, amounting to Dh177.75.
But I was surprised to note that I was fully charged for the above tickets. I logged a complaint with ENBD on December 3 and briefed them about the issue. After three weeks without a response from their end, I made a call again and they finally told me that since I had not keyed in the correct promotion code while booking the ticket, I would not get this discount.
I would just like to state few things:
• I have used an ENBD card for the tickets.
• I have booked the tickets within the offer validity date.
• My ENBD card is eligible for the discount.
• ENBD is promoting this show and there was an official offer for the same.
Then why is the bank dismissing my discount on such vague grounds?
From Mr Sabyasachi Gupta
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 Gupta and resolved the matter to his satisfaction.
Mr Gupta had purchased tickets for the Mamma Mia show but did not get a discount of 15 per cent as per the promotion. Upon investigating with our team, we were informed that the customer did not enter the promotion code to avail the discount at the time of performing the transaction online.
However, our team took the matter up with the concerned unit and requested for the discounted amount to be reversed. Considering the customer’s relationship with the bank and as a service gesture the Bank has reversed the amount into customer’s account on 14 January, 2015. He has also been informed to use the promotional code in the future to avail any such discount offers.
We would like to thank you for your continuous support in offering us the opportunity to further assist our valued customers.
Mr Gupta responds:
I really thank Gulf News for the wonderful support rendered to resolve this issue. Kindly treat this case as closed and resolved.
(Process initiation: January 13. Response from organisation: January 15. Reader response: February 3.)
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.
