Bonus Etihad miles not credited

I am writing this complaint against Abu Dhabi Islamic bank to inform that even after three months, the Bonus Etihad miles due for me is not credited to my account. I have been following-up my request to credit the miles and so far no positive action has been taken.

The sales agent promised me while taking the card that the bonus miles of 35,000 will be credited to me as soon as I start using the card. Believing the agent, I started using the card and no bonus miles were credited to me after one month. I called the customer service and they found out that I was not using the main card, due to that reason they cannot credit the miles. So I started using the main card, with the promise from the customer service that bonus miles will be credited in the first week of November, 2012.

Since I did not get the bonus miles in the month of November, I made an official complaint on November 5 and they promised me to call back. After repeated calls to the customer service, they came with a new reason, which is I had an Etihad card a year ago that I received air miles and due to that reason they cannot give the bonus miles.

The whole purpose of me taking a card from ADIB and paying Dh1000 was the Etihad Miles. While applying and communicating with your sales agent or the customer service agent, nobody mentioned to me this condition. And nowhere on their website could I find that information. I do have an account with the bank and they are very well aware that I had a card before. I have provided full detailed information while applying for the new card.

For me this is cheating and I requested them to refund my annual fee, which they collected in the first month itself, and cancel my card. After frequent calls to the sales manager, he said nothing is possible.

Please help me to get this issue resolved as early as possible.

From Mr Joy C. Thomas

UAE

The management of ADIB responds:

We investigated the issue internally and according to our records, the customer applied for an ADIB Etihad Guest Gold Card and received 35,000 sign-up Etihad Guest Miles. This card was subsequently cancelled by him. The customer then applied for another ADIB Etihad Guest Gold Card expecting to receive another 35,000 sign-up Etihad Guest Miles.

Whilst the customer states that our sales agent confirmed to him that he would receive another 35,000 sign-up Etihad Guest Miles on the subsequent card, after our investigation, it is clear that our agent did not provide this information. Further, to date, we have never received a complaint of this nature before.

To avoid these specific situations of mis-use, Clause 17.2.4 of the Covered Card Terms and Conditions specifically and clearly state that a Cardholder will be eligible for sign-up Etihad Guest Miles on a one-time basis:

17.2.4 Subject to Condition 17.2.3, each Cardholder will be eligible for sign-up Etihad Guest Miles on one-time basis only. If a Cardholder cancels his/her Card and successfully re-applies for any ADIB Etihad Guest Card, he/she will not be eligible for additional sign up Etihad Guest Miles. If a Cardholder decides to upgrade from Classic to Gold or Platinum or from Gold to Platinum, the Cardholder will not be eligible to receive additional sign up Etihad Guest Miles for the new Card type. ADIB and Etihad may at their own discretion determine from time to time to modify the sign up Etihad Guest Miles including reducing or increasing the number of such sign up Etihad Guest Miles.

As per the customer’s request, ADIB will cancel the customer card, refund the annual fee and debit the Etihad Guest Miles that have been earned on this subsequent card.

We trust this background information is helpful.

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