I had 142 cashback points on my Mashreq credit card as of September 2016, but when I checked the status a few days ago, I found that most of the points had expired. The deduction was shown in the subsequent statements, but I received no prior alert, which other reward cards offer. Is there any option to recover expired points?
From Mr Abdul Shukkoor
Dubai
The management of Mashreq responds:
Thank you for sharing Mr Shukkoor’s concern with us. We have investigated his concern and the findings are below:
Mr Shukkoor had earned cashback based on his spends on his smart saver card.
The earned cash expires 18 months from the date of earning, if it has not been redeemed by the customer. The expiry of cashback is explicitly communicated on our website under terms and conditions and is applicable to all our customers. Our records also indicate that Mr Shukkoor was receiving his card statement every month, which shows the expiry of the cashback in the particular month, however we never received any query from his end about the validity of the cash back.
Mr Shukkoor is our valued customer and we do regret any inconvenience caused to him. We have contacted Mr Shukkoor, explained the terms and conditions of cashback in detail and resolved the issue. He is satisfied with our resolution.
We take this opportunity to thank Gulf News once again for bringing a customer issue to our notice.
Mr Shukkoor responds:
Thank you Gulf News, for helping me out with my concerns. Mashreq contacted me and confirmed that they would reinstate the expired cash points. Once again, I convey my heartfelt thanks to the newspaper and Mashreq for resolving my complaint.
(Process initiation: May 30. Response from organisation: July 4. Reader confirmation: July 5.)
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.
