I am a Mashreq credit card holder and the bank had a promotion for spending in foreign currency, which I opted for as I had to make a payment in Australian dollars. The transaction was made on December 23, 2016 for 7270.56 Australian dollars.

This made me eligible for receiving a Dh500 gift voucher, along with the normal cash back, which is higher for foreign exchange transaction. I was expecting the voucher in January or February 2017, after the end of the promotion. But to my surprise, the transaction was considered a utility or government transaction and neither did I receive additional cash back nor did I get the voucher, for which I had used my card.

From Mr Mohammad Hadi


The management of Mashreq responds:

Thank you for raising Mr Mohammad Hadi’s complaint to us for our clarification.

We reviewed his concerns in detail and as per our investigation Mr Hadi is a valued Credit Card customer who has participated in our spends promotion and qualified for the gift voucher.

These vouchers are electronically dispatched to our customers under controlled and monitored logs at our end, from dispatch and redemption.

We notice that the Voucher SMS was sent to the customer on February 15, 2017 at 11.15am, which unfortunately the customer claims that he has not received.

Additionally, Mr Hadi has not logged any complaint with Mashreq in the last six months for us to trace the voucher. The promotion closed last year in December and the voucher validity now stands expired, hence we regret that the same cannot be reissued to the customer.

We do value Mr Hadi’s relationship with Mashreq and note that the old voucher has not been redeemed by him for any reason. Hence as an exception we have spoken to the customer and have agreed to compensate him in kind. Mr Hadi has agreed to our offer and is happy with our resolution.

Thank you Gulf News for helping our customers to be heard in the right forum.

Mr Hadi responds:

I would like to thank Gulf News for raising my concern and would also like to thank Mashreq for their prompt response and investigation. I did somehow miss the text message, which was sent from Mashreq, but appreciate that they have still compensated me with a lower value voucher.

My issue stands resolved. Thank you.

(Process initiation: June 13. Response from organisation: June 18. Reader Confirmation: June 20.)

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.