Readers' complaints addressed

Points redemption
I would like to voice my grievance against the lack of proper communication from Mashreq bank. I am holding a Visa Gold Credit Card with the bank. In April 2011, I requested for a redemption voucher against the points that I had accumulated against the card. I received the voucher issued on April 30, 2011 with the validity date as October 31, 2011.
On September 18, I received an SMS from Mashreq that the points can be redeemed at the outlets until February 29, 2011. So I went to the outlet on December 1 and was told to contact the bank and get a new voucher with a new validity date.
Then, I called the bank call centre and was informed by the representative to visit the nearest branch after the holidays and request for the voucher. I went to the branch in Ghusais on December 4 and put forward my request. There, I was advised by the bank representative that the information was entered into the system and to contact the call centre in the evening. I called the call centre and was advised by the agent and the shift supervisor that this is not possible as I had received incorrect information and that as per the bank's policy nothing could be done. I would appreciate if Gulf News could intervene and take this matter up with the bank so that this can be resolved amicably.
From Mr Anil D'souza
Dubai

The management of Mashreq responds: Thank you for sharing Mr Anil D'souza's concern with us.
Firstly, we would like to apologise for any inconvenience caused to Mr D'souza. Our investigation revealed that Mashreq Points redemption voucher was issued to Mr D'souza on April 30, 2011 valid until October 31, 2011. As Mr D'souza was travelling, he couldn't utilise the vouchers. The customer made attempts to replace the vouchers as he couldn't use them, however there was a delay in attending to his request.

We have communicated to Mr D'souza to visit one of our branches and meet a designated staff to process the new vouchers at the earliest.

Thank you for bringing this to our notice and for seeking clarification.

Mr D'souza responds: Thank you for your follow up in this regard.

I can confirm that I did receive a call from Customer Care representative at Mashreq. As requested by them I have handed over the original voucher and am waiting for the replacement voucher with a new validity. Thank you Gulf News for being the customers' voice.

Editor's note: This issue was closed in December 2011.

If you have similar consumer complaints, write to us at readers@gulfnews.com.