I have had a Mashreq-etisalat credit card since March. I have not made any purchase using this card. But since October, I have started getting messages for overdue payment. When I enquired about this at the nearest bank, they said it was regarding an additional Novo Cinema activation for Dh300. After that, I complained many times to the bank’s customer care centre, informing them I have not received any message or email notification during the mentioned time of activation. I am still getting overdue messages. This shows very bad customer service, as it continuously shows an increase in the due amount. I request Gulf News to find a solution for me.
From Mr Mohzin Nazeem Al Deen
The management of Mashreq responds:
Thank you for sharing Mr Nazeem Al Deen’s complaint with us.
We have reviewed the concerns raised by the reader regarding the Novo Cinema package charges on his credit card.
Our investigation reveals that Mr Nazeem Al Deen was contacted by our sales specialist on August 7, 2017, and was explained the benefits of Novo Cinema package along with the activation charges.
The benefit was enrolled after taking his consent and verifying him through the security questions, which is the procedure of the bank. The call was recorded and hence available in our record to review.
Our records also indicate that Mr Nazeem Al Deen subscribed for Mashreq’s e-statement and we have been sending the statement regularly to his registered email ID. The payment however is not done, therefore further charges were accumulated on the card.
We have contacted Mr Nazeem Al Deen and he agreed to keep the cinema package and pay the package charges, and as a goodwill gesture we have agreed to reverse the additional financial charges levied on the card. He is satisfied with our prompt resolution and gesture.
We take this opportunity to thank Gulf News yet again for bringing a customer issue to our notice.
Mr Nazeem Al Deen responds:
Thank you Gulf News, for the support.
I received a call from Mashreq and they promised me that all the overdue charges will be reversed and I have to pay Dh300 to continue the service to enjoy the benefits of Novo Cinema package till August 2018, and no additional charges will be added. The customer care representative was great in explaining the details of the issue.
(Process initiation: December 4. Response from organisation: December 4. Reader confirmation: December 4.)
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