I would like to raise a concern towards the nullification of cash back by Dubai First.
On December 10, 2013, a mail has been received updating the revised Terms and Conditions, to be put into effect from December 15, 2013. Quoting from their e-mail, “Terms & Conditions: Maximum cash back per billing cycle is capped at Dh750. Cash withdrawals, transactions at exchange houses, utility payments, government spend and retail purchases converted into 0 per cent interest Easy Purchase Plan will not qualify for cash back. The above program is effective from December 15, 2013. For detailed Terms and Conditions, please visit dubaifirst.com/TnC.”
I have applied on December 21, 2013, a redemption for cash back of Dh3,996 and been informed they need 15 working days to scrutinise the cash back generated. After following up on January 12, 2014, much to my utter shock and disappointment, I have been informed the cash back amount of Dh3,996 has been nullified.
On questioning the reason, I have been advised the scrutiny is a part of their new policy updated on December 10, 2013. How and why should the new set of rules affect the older cash back generated? And which institution applies the revised terms and conditions in five days? The bank representative had no answers.
All they have repeated over and over again is that it is our management’s decision. And the new terms and conditions are approved and endorsed by UAE Central Bank.
This is an unfair trade practice and they are absolutely disregarding the interests and rights of a customer by practice.
Having taken this up with Dubai First, I have not been able to get through to them to take up this matter on a logical discussion and expecting the customer to forego the cash back amount earned. But they insist on dictating terms and conditions.
I request mediation by Gulf News on this matter for the redemption of the cash back amount and also the reversal of the charges applied.
From Mr Kishore Mohandas Lakhyani
Dubai
The management of Dubai First responds: The change in our T&C is immaterial to this case, as it refers to typical personal transactions on Dubai First credit cards. The accumulated cash back on Mr Lakhyani’s account has been nullified due to misuse of Dubai First credit card for commercial purposes instead of personal use, where his business transactions make 72 per cent of his total usage. This has been done on the basis of clause 25.5.9. General Exclusions of the original Terms and Conditions governing the usage of Dubai First credit cards, which were introduced in 2007. The same Terms and Conditions, which were sent to the customer when he received his Dubai First credit card and are available on Dubai First website for reference at any time. Please refer to our T&C here www.dubaifirst.com/ckfinder/userfiles/files/Titanium_Life_Terms%26ConditionsUpdated.pdf
Mr Lakhyani responds: I wrote to Dubai First via their internet banking website. Thereafter, three calls had been received as Dubai First management had avoided communication in writing. Also the representatives were only trying to convince to accept their management’s decision. They were not allowed to answer questions relating to the mis-selling of the card and the fact that there was no advance warning from Dubai First for usage of the card for business transactions, while the sales representatives had sold the card based on accrual of cash back for business transactions.
In short, they clearly steered themselves away from any responsibility - ethical, legal or moral - by choosing to disregard the actions of people that were hired by Dubai First to enhance and increase business.
When Dubai First representative raised the question to verify with the sales representative, I suggested they check their employee roster. In all probability, the sales person would have left the institution in 2012. Again, to this, they had no comment.
Another example, till December 15, 2013, Dubai First was giving extra cash back for etisalat and du payments. After the change in TnC, when customers have applied for cash back, Dubai First Fraud Prevention Department have called customers and asked to provide bills for “due verification”.
The complaint raised here is to highlight the extreme decision taken by Dubai First management to nullify the cash back generated. The implementation of the new TnC, updated on December 10, 2013 and applied on December 15, 2013 - within five days does not allow the customer ample time to redeem the cash back. This step, by any measure is an attempt to avoid redeeming the cash back and violates a customer’s rights.
Dubai First responds: We again reiterate that the customer is mixing commercial and personal transactions. Mr Lakhyani holds a consumer card, which is not meant to be used for commercial/ business transactions. The credit card usage is subject to Terms and Conditions sent to the customer along with the card, in the part related to commercial use, have never changed. Should there have been any kind of disconnect between what our sales representative had promised and the Terms and Conditions regulating the usage of the credit card, the customer could have highlighted the same in timely fashion and returned the credit card when it was issued in February 2012.
The changes mentioned in Dubai First communication that the customer is referring to, concern personal transactions and came in force in January 2014 without affecting previously accumulated rewards.
The letter from Mr Lakhyani only testifies that we have done proper investigation as to what was the purpose of the credit card usage. Our decision is based on facts and not assumptions, and is final.
Process initiation: March 3. Response from the organisation: March 6. Process completion: March 15.
Refund my tax amount
I booked a ticket with Air India Express on November 21, 2013 to fly from Dubai to Chennai. Regrettably I was not able to fly on the scheduled time, so I approached Air India Express customer service to recompense my tax amount. As per their advise, I keep on sending mails requesting them to refund my tax amount; it has been more than three months but to no avail. Please help me to take my money back from Air India Express.
From Mr Syed Rafiudeen
Dubai
The management of Air India Express responds: This is to inform you that the amount has been refunded to his credit card on March 20, 2014. The amount will reflect in the credit card account within four to five working dates.
Mr Rafiudeen responds: I am very delighted to receive my refund from Air India Express management. On seeking Gulf News’ help, within a couple of days, action has been taken by Air India Express. I would like to give my heartfelt thanks to Gulf News for all the efforts.
(Process initiation: March 18. Response from organisation: March 23. Reader confirmation: March 29).
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
