‘I receive threatening e-mails and calls’

Policy on cash back

I have been using a Noor Islamic Bank (NIB) credit card since March 2013. In July, I was informed that for every purchase I make, I will be granted five per cent cash back. As I was planning to buy a car, I called up NIB’s customer service and asked if cash back policies applied if I were to purchase something and spend more than the credit limit. For example, if I put in advance money into my credit card and purchased something above my credit limit (above Dh100,000), would I get the five per cent back on the total amount? He confirmed that yes, no matter how much we spend, we would get five per cent as cash back. Later, I wanted to confirm how many loyalty points I had and they informed that I have loyalty points of the amount spent on Dh30,000 only. Anything spent above it is considered invalid due to a new policy. Can Gulf News help me solve this problem with the bank? I spent more than Dh116,000 in December. The bank will only give me five per cent cash back for the amount spent up to Dh30,000 and the extra amount I spent — Dh90,000 more in December — would not be considered due to the new policy. That’s what the customer service representative said to me recently, but what I was informed earlier was completely different.

From Mr Mohammad Ahmad Omary

Dubai

A representative from Noor Islamic Bank responds:

It is my understanding that this complaint has now been resolved to the satisfaction of Mr Omary. He has been credited with points for his full spend. This has been communicated to Mr Omary and he has said he is satisfied with the outcome. Thank you for bringing this matter to our attention.

Mr Omary responds:

Thank you Gulf News for the assistance. They did call me and say they will give me all of my points.

Over dues

After using du’s services for two years, I closed my account with them in February 2013, owing to shifting of residence. I paid all dues to my account, along with returning the decoder, at their Mall of the Emirates office. After several months, I started receiving calls and e-mails to pay Dh500 for not returning the decoder. I have spoken several times to their customer care about this issue and every time, I am given a complaint number and assurances that they will look into it, with no result.

For the past month, I have started to receive threatening e-mails and calls from a debt recovery centre about the said amount, which again, after explaining, they assured me of looking into the same. Although Dh500 is not a big amount, it is ethically not right for a company to cheat a customer and demand money for what is already paid.

From Mr Irfan Ul Islam

Dubai

A spokesperson from Du responds:

In response to the letter from Mr Islam, we can confirm that the issue is resolved to his satisfaction. We apologise for any inconvenience.

Mr Islam responds:

Thank you very much for your help. Your assistance has helped solve a year-old issue in a matter of days. I wish Gulf News team all the very best.

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