Points gone

I have a credit card with RAKBANK and I am a regular user. As with other credit cards, I earn points on my card, based on usage, and they are redeemable as cash against my balance. These points are lumped into one total on my statement. I called RAKBANK during the month of September 2014 to redeem the points, and at that time, I was told the system was not working and to call again later. I did not end up calling again.

On obtaining the statement of October 2014, I noticed that 1,200 points were deducted, as ‘expired’. I called RAKBANK to inquire and was told the amount was more than 15 months old and had therefore expired. I requested the details, as all credits were in one pool and complained I had not been notified about it and that it was not automatically adjusted against my balance, like with other banks.

The customer service agent rudely replied that it is not the bank’s responsibility to deal with this and refused to take any complaint on the matter. I requested to speak to a supervisor and the staff member told me this was not possible. I asked how is it that a complaint could not be logged, and the reply was that this is a bank rule.

I came to know that the same thing happened to my wife and she stopped using this bank.

I filed a complaint with Central Bank online and until now, I have obtained no reply. I want to ask — how can a bank take credit away, without advising a customer, and hide such information? What can be done?

I believe all calls are recorded and they can retrieve the conversation. Please help.

From Mr Asif Saif

Abu Dhabi

Mr Ian Hodges, Head of Retail Banking, RAKBANK, responds:

Thank you for giving us an opportunity to justify our stance on the issues raised by Mr Saif.

The concerns raised by Mr Saif have been reviewed and we understand that the customer is contesting the Cashback expired on his October 2014 Credit Card statement. As per the Credit Card 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.

We have contacted Mr Saif and exceptionally arranged to reinstate the expired Cashback on his Credit Card account. We will be glad to provide any further clarification as required.

(Process initiation: January 13. Response from organisation: January 15. Process completion: February 3.)

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