I spent Dh2,900, including Dh1,900 on a utility bill, but Standard Chartered Bank posted the transactions in my January statement and did not include the cashback points worth Dh220 in the monthly credit card statement, which was a promised benefit on this card.

When the statement was generated, I saw no cashback point. So, I called back and they told me there had been some technical issues and to check in with them after two to three days. I called their help line on January 26, but they said that I am not eligible and that the transaction was done on January 17 and even the statement date was January 19. They said I would get three per cent cash back on Dh1,000 and it would be credited in next month’s bill.

I felt this was ridiculous and tantamount to cheating the customers. I am sure if I had delayed the payment, they would have imposed finance charges or late payments in the same month, but chose to defer the cashback points to the next month’s statement.

In response to my inquiry, they refused to register a complaint. I would appreciate it if Gulf News could help with getting Standard Chartered Bank to fulfil its commitment to customers or cancel this cashback scheme instead of playing around with customers.

From Mr Ashwani Dhawan, Dubai

The management of Standard Chartered Bank responds: Upon receiving the complaint, Standard Chartered Customer Care Unit contacted the customer and explained the Cashback structure relating to this payment and its terms and conditions. The issue stands resolved from our end.

Mr Ashwani Dhawan responds: Thanks for the response, but I have gone through the Standard Chartered Bank’s website and the terms and conditions or user guide booklet and I could not find such terms and conditions. From my side, I am not satisfied with their reply.

Editor’s note: The management of Standard Chartered Bank responded that they stand by their initial response to the client that the terms and conditions are clear.

(Process initiation: February 18. Response from organisation: February 25. Process completion: March 16)

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