I have been having an issue with my Lulu points redemption from my bank, Abu Dhabi Commercial Bank (ADCB). I lodged a complaint with them on March 26, but there has still been no resolution.

I have been a regular client of ADCB for almost nine years. I realised when look at my account summary, that I had gathered approximately 1,221,669 Lulu points. However, when I checked with Lulu, I could only redeem 107,713 points.

So, I contacted the bank on the April 5 for the balance of the points but they did not transfer the remaining points to me.

I kept calling and have also sent my summary as requested by them. However, they keep asking me for my old statements, which the bank never sent to me.

Shouldn’t the bank have a record of all my statements? I don’t even have my old Gold credit card statements, as the bank never sent them regularly. But, I do have the account summaries, which I sent to them as proof.

From Ms Sharon Dawson


The management of ADCB responds:

Thank you for your cooperation and communication with us in the endeavour to best serve our customers and resolve their issues.

Customer satisfaction is at the very top of our agenda, which is why we have an established Service Quality Unit that is dedicated to handling all customer enquiries and complaints. While we cannot comment on specific customer cases, we do take finding a solution for our customers very seriously and approach every situation with the best interest of the customer in mind.

With reference to Ms Dawson’s issue, please be advised that our Service Quality Unit has investigated the matter and confirmed that the customer had received a consolidated statement with Lulu points of 1,221,669 as on February 28, 2017. However, earned Lulu Points were only 117,114.

This was attributed to an error by our vendor, due to which the Lulu points were reflecting incorrectly in the consolidated statement of account. However the credit card statement showed the correct Lulu points. The issue is being fixed currently by our vendor in cooperation with our IT team.

In compensation to inconvenience caused to the customer, the bank has exceptionally credited 1,104,555 Lulu points in the customer’s credit card account.

We are unable to reach the customer to notify her of the resolution, and will send her an email accordingly.

We continually urge all customers to contact our Service Quality Unit 24/7 by phone, email or web, should they need any further clarification regarding their issues.

We would like to thank you for bringing this issue to our attention and hence giving us the opportunity to further our servicing to our valued customers.

(Process initiation: June 13. Response from organisation: June 29. Process completion: July 10.)

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