I received a false promise of five per cent cashback on my First Abu Dhabi Bank (FAB) Visa Signature card, while buying the card. When talking to the FAB credit card’s sales agent, he said that the card benefits include five per cent cashback, 50 per cent off on all movie tickets and the card was free for life (no joining fees, no annual fees and no hidden charges).
I made Dh40,353 worth of transactions on this card in January and February. Although I should be eligible for Dh2,000 cashback, I found that I have received none, till date.
I started having some doubts, so I called the agent, but to no avail. When I called customer care, they said it would be three per cent cashback and that it would reflect in my bill by February 21. But nothing of the sort showed up in my account. Today, when I called FAB customer care, they told me I would only get Dh509 and not Dh2,000, as it works out to only cashback at 1.25 per cent until Dh9,000 and so on. This is unacceptable and I cannot find any other FAB employee to help me. I have also lodged a complaint with FAB customer care through the phone.
Please help me in this regard.
From Mr Jitender Puri
Dubai
The management of FAB responds:
FAB is grateful for all customer feedback to which we give careful consideration as we strive to consistently deliver the highest standards of service. We have informed the customer that no reversal is possible and explained the cashback system.
Mr Puri responds:
My issue is not resolved with FAB, as they did not inform me about their calculation of cashback before the transaction of Dh40,000. I was told about five per cent cash back by their sales agent when he was selling the card, and 20 days after the transaction, they told me about the three per cent cashback. Later, they asked me to wait as they were interacting internally to resolve the matter, which led to a call telling me that some cashback would be given at around 1.25 per cent.
The management of FAB responds:
FAB supports the growth ambitions of its stakeholders and goes beyond financial products and services, and as such, we are grateful for all customer feedback as we strive to consistently deliver the highest standards of service. The bank has been in contact with the customer to explain the cashback system, and informed him that a reversal is not possible.
(Process initiation: March 1. Response from organisation: March 14. Process completion: May 11.)
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