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Where are my rewards?

Reader registered for a promotion, but did not receive the promised rewards

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Gulf News

I am a Najm Voyager Signature card and Najm Blue card holder.

I wish to raise a complaint against Majid Al Futtaim (MAF) Finance Credit Card promotion. I was supposed to receive a mall gift voucher of Dh500 on my spends of more than Dh15,000 during the promotion period of June 1 to June 30, 2017. I enrolled by sending an SMS on June 5 and received a confirmation message from Najm on the same day.

After enrolling and getting the confirmation from Najm, I proceeded to spend more than Dh15,000 during the period, June 5 to June 30, 2017.

Now, they are not fulfilling their commitment, citing the reason that I was not one of the first 1,000 customers to register.)

The terms and conditions on their website did not have the clause of 1,000 customers when checked on June 3, 2017. They added this clause later. Also, the SMS confirmed to me that I am enrolled in a “contract” between Najm and me, and that I will be eligible for the mall voucher for Dh500 on spending over Dh15,000. If I was not enrolled, I should be getting the message: “Your enrolment has failed as you are not part of our first 1,000 customers.”

Also, I need to raise another complaint. I was supposed to receive Dh500 cashback on my international spend during the promotion period, July 1 to August 31, 2017. I enrolled by sending an SMS on July 31 and received a confirmation message from Najm on the same day.

I chose the option for a 10 per cent cashback. After that, I spent more than Dh5,000 non-UAE dirham spends online during the promotion.

When I checked with MAF Finance, they gave me many excuses, and said some of my spends were not valid. However, in their terms and conditions, there is no mention of the specific spend or any clause about it!

For all the campaigns, they don’t have any record. They should have a surveillance system to keep a track of customers who are valued and reward them on time. This campaign should give the voucher and cashback within 45 days after the promotion ends, but 10 months later, I still haven’t got anything.

All other campaigns they promised are not rewarded on time. After I get the rewards, I think I will cancel all of my Najm cards.

From Mr Xu Kong

Dubai

The management of Najm responds:

Please be advised that Mr Kong has been contacted and his issue is resolved on an exceptional basis.

Mr Kong was not eligible for the said campaign and his enrolment message was not received in the system. As such he was not part of the winners’ list. Yet, being a valued Najm member, he is getting compensated as a gesture of goodwill.

Mr Kong responds:

The Najm customer manager called me and apologised and said this was due to a technical issue. I have received a gift card similar to the amount of the cashback.

(Process initiation: May 7. Response from organisation: May 10. Reader confirmation: May 24.)

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.

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