I am a regular user with on time payment done without any delays with RAKBank. I have accumulated Dh2,800 as cashback with RAK card loyalty programme. Last week I have requested to redeem that Dh2,800 fully, and today I found it got rejected via an SMS, thus I called the bank to find out why it got rejected. They told me it’s up to the bank to change policy and might reject the cashback programme. How can a bank respond and do such behavior? I have accumulated this cashback over a period, in fact two months back I have redeemed very little amount to adjust towards my payment and they have done it but this time their response was very strange and in a sarcastic way.
Please help me to resolve the issue with RAK Bank.
From Mr Lejo John
Sharjah
The management of RAKBank responds: Thank you for your email dated May 7, 2017 regarding concerns raised by Mr John. Please note that as per banks’ standards and best practice in the UAE banking industry, the Bank is limited with respect to disclosing or providing details and/or specific information about their customers to any third party to maintain the confidentiality of their data and personal information.
In 2015, the customer was informed about the Cashback policy specific to his nature of transactions and based on an exceptional approval the Cashback redemption was processed at that time.
Since the transactions performed by the customer do not qualify for cashback, the earned points were forfeited by the Bank. We have spoken with Mr John and clarified the above again.
(Process initiation: May 7. Response from organisation: May 11.)
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