I have a credit card from Mashreq bank, which is called Mashreq Solitaire Card and I received it a year ago. It has an annual fee of Dh1,500. I was told that whenever I make the payment of an annual fee, I would receive Salaam points (reward points, which can be redeemed in selected stores) that are equivalent to Dh1,600.
It was time to pay my second annual fee in May 2017, and when I received the statement with this annual fee, I called Mashreq’s customer service centre to double check about the Salaam points worth Dh1,600, as I know that the bank has a right to change the offer at any time. The phone banking executive confirmed that I would be getting Salaam points worth Dh1,600 and the same would be credited after I make the payment. I made the payment and waited until my next statement but there was only Dh750 worth of Salaam points credited in my card.
I called the customer service team again and asked about this. They told me that the offer was only in the previous year and I would be getting only half of the annual fee in the form of Salaam points this year. Since it was not communicated either when I called or even earlier, I complained about this and asked to cancel the card and refund the annual fee. After a day, I got a call from the bank and advised them that they would not be able to refund any annual fee as per their policy. I also sent them a complaint via their website, mentioning the same, but they called me and told me that there is no way for me to get either a refund or more reward points.
When I told them about my call to verify the Salaam points, the banker said the policy had been changed just after my phone call and before crediting my points.
It seems that we cannot trust a customer service executive at all. Claiming policy change after the confirmation of an offer by a phone banking executive is cheating.
Even if a customer did not call and verify the continuity of offer, if the bank changes the policy, customers should be given a chance to decide whether to continue with the change or not. Also, whenever there is an annual fee paid in advance for a credit card and the customer wishes to cancel before the end of the year, a pro-rata fee should be refunded to the customer.
I would like to request Gulf News to look into this and help to resolve this.
From Mr Hareesh Kannamvalli Illam.
Dubai
The management of Mashreq responds:
Thank you for seeking our feedback on the issue raised by one of our customers, Mr Illam.
We have investigated his concern and the findings are below:
Mr Illam had earned Salaam points against the annual fee paid on his Solitaire card, which was equivalent to the value of the annual fee until last year. The proposition stands changed this year.
We would like to confirm that the annual fee paid by Mr Illam is for the benefits he enjoys on the Solitaire Credit Card and the bonus Salaam points against annual fee is an add-on, which is subject to change at bank’s discretion and feasibility.
Mr Illam is our valued customer and we do regret any inconvenience caused to him. We have contacted Mr Illam, explained to him the terms and conditions of Solitaire card in detail and resolved his issue. He is satisfied with our resolution.
Mr Illam responds:
This is to confirm that I have received the balance Salam points in my credit card. Gulf News really helped. Thank you very much, I appreciate the efforts.
(Process initiation: July 13. Response from organisation: July 16. Reader confirmation: July 19.)
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.
