Cash back points
I applied for Samba Bank Titanium credit card on April 12, 2010 and received the same within a week. The main reason for taking the card was the 50 per cent cash back offer on movie tickets. However, until recently, I was not aware that there was a maximum limit of 500 cash back points per year. This was not informed by the sales person selling the card and neither was it mentioned in the terms and conditions handbook provided along with the card.
I started using the card since April 2010 and started receiving the cash back points as promised. As per a statement dated August 21, 2011, 35 cash back points were lacking in my account based on my spending.
Upon enquiry, I was informed that this was due to the fact that I had reached the maximum of 500 cash back points and I would start accumulating points only after November 21, 2011 when a new year would start.
However, I had started using the card since April 2010 and thus my year should be from April 2010 to April 2011 and so on. Between April 2010 and April 2011 I had earned 400 cash back points and from April 2011 till date I have earned 235 cash back points which are short by 35 points. I called up their call centre and explained the same on two occasions with complaint references but received no satisfactory response. I also requested to speak to senior personnel but to no avail.
As per my records, my transaction year is from April to April and during the current year I have so far earned only 235 points. My account should be credited with 35 points for my expenses during July 2011 and I should continue earning points till April 2012 or till I reach 500 points, whichever comes earlier.
From Mr Hassan Fidvi
Abu Dhabi
The management of Samba Financial Group – UAE, responds:
This is with reference to the letter received from Mr Fidvi who is a Samba Financial Group (Samba) credit card holder since April 2010.
We have investigated the matter in detail and would like to highlight a few facts.
At Samba, it is our endeavour to be completely transparent and clear in all our communications to our customers and prospective customers. Hence, we ensure that communications are sent to customers through appropriate and agreed channels and also ensure that the same is available for the customer to view at his/her convenience.
To this effect, the Movie Cash Back Programme is also communicated in detail in the following ways:
- The programme details are available in the brochure which is sent to customers along with their credit card.
- The same is also explained on our website www.samba.ae
The explanation covers the following details regarding the Movie Cash Back Programme:
a. Programme features which include the criteria, programme workings and the amount of cash back that can be earned per annum.
b. Movie cash back computation details.
c. Sample illustration that displays the cash back earned against the spending on the Samba credit card.
d. Frequently asked questions.
e. Terms and conditions of the programme.
All of the above mentioned details were available to Mr Fidvi from the time that he has received his Samba card and a review of the same would have ensured that Mr Fidvi got a better and complete understanding of the mechanics of the programme.
Moreover, Mr Fidvi received a complimentary upgrade of his Samba credit card in November 2010. With this upgrade, Mr Fidvi was also sent a brochure which provided the details of the Movie Cash Back Programme for the second time. With this complimentary upgrade, the card anniversary date was shifted from April 2011 to November 2011 for Mr Fidvi’s benefit.
When Mr Fidvi contacted SambaPhone service on September 20, 2011 to inquire about his cash points earnings, his case was taken up for investigation and duly resolved.
When we attempted contact with the customer, Mr Fidvi was not contactable and hence an SMS was sent to him to inform him that the case was closed and that he may contact SambaPhone for further details on the resolution. However, Mr Fidvi chose to write to Gulf News on this matter instead.
On receiving this letter from Gulf News on October 3, the bank has contacted Mr Fidvi and apprised him of the case details which has been resolved to his satisfaction.
At Samba, it is our constant endeavour to consistently deliver quality services to our customers.
Mr Fidvi responds:
I received a call from Samba and they have resolved the issue to my satisfaction.
I thank Gulf News and its team for taking up such issues and helping the community at large. Keep up the good work.
Bank charges
I have a credit card from Royal Bank of Scotland (RBS), which is now with Abu Dhabi Commercial Bank (ADCB).
Normally, I make purchases and wait for the statement in my e-mail and pay the amount in full. Unfortunately, I received my July 2011 statement on September 4 only instead of August 7 or 8. I was in India on vacation and had not noticed it till I got the statement on September 4 that the due date is over.
I contacted the phone banking service and they confirmed that it is a technical failure from their side. I asked for a waiver of the late payment fee and interest on the statement amount.
They agreed for the reversal of the late payment fee and declined to reverse the interest charged on me (about Dh1,100) on the August statement, even though I paid the full amount of July statement after I received the statement.
I would appreciate and request your intervention in this issue and try to get me a fair response.
From Mr Mathew Varghese
Dubai
The management of ADCB responds:
At the outset, please be advised that our customers are important to us and to enable problem solving for them, we have devoted a Service Quality Unit that handles all customers’ issues and complaints.
Our customers are free to contact us on the Toll Free number at 800 2030; or call collect +97126210090 from outside UAE; or they can visit our website (www.adcb.com) from where they will be able to log their complaints, commendation or suggestions.
Please advise your readers/complainants to contact us through these available channels.
Please be advised that the issue has been investigated and resolved. The customer has been contacted and informed of our feedback and the case is closed now.
Mr Varghese responds:
The issue has been resolved positively. Thank you Gulf News for your help.
