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Why block the card immediately?

Reader complains about the bank blocking her credit card without sufficient warning

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Gulf News

I have been a Mashreq credit card holder for the past 18 years.

On July 3, 2017, I received an SMS saying: “Dear customer, we regret to inform you that we are unable to service your card ending 1017. For a free upgrade to a premium card with an unbeatable offer please SMS UPGR to 4250.”

I was not informed that the card would be blocked immediately. The next evening, my card was declined when I tried to use it for purchases at a supermarket. Till date, nobody from Mashreq bank has called me regarding a replacement for the credit card. Worse, I am travelling in a few days’ time and was depending on the card for use abroad. Does Mashreq take into consideration the inconvenience they cause their customers by taking such drastic measures without sufficient warning?

From Ms Rekha Advani

Dubai

Ms Advani updates:

Mashreq did go that extra mile to ensure that I received the credit card before I left for my trip. Thanks Gulf News, for your help.

The management of Mashreq responds:

Thank you for sharing Ms Advani’s concern with us. We have investigated her concern and the findings are below:

Ms Advani was holding a Signature credit card, which was discontinued under periodic review on July 3, 2017. The SMS notification was sent on the same day with an option to apply for an upgrade to another card, which offers additional benefits. However, due to the huge base of customers who responded, there was a delay in contacting Ms Advani from our end.

Ms Advani is our valued customer and we do regret any inconvenience caused to her.

We have contacted Ms Advani and upgraded her card to platinum elite card, which has been delivered to her. We have communicated our response to Ms Advani who is much satisfied with the prompt resolution.

I take this opportunity to thank Gulf News once again for bringing a customer issue to our notice.

(Process initiation: July 24. Reader updates: July 25. Response from organisation: July 26.)

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.

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