My complaint is with regard to my experience of using a credit card by Dubai First bank. It started with their salesperson communicating a couple of tempting card offers, such as a free-for-life card, worldwide airport lounge access, 50 per cent off on movie tickets, and so on. I was under the impression I would get all these benefits without the card having a minimum usage per month. But this information proved to be incorrect.

After using the credit card for a movie, as I was awaiting my 50 per cent cashback, I was asked by the bank to pay the full cost of the tickets and not 50 per cent (as promised by their salesperson). Upon inquiring, I found out there was a minimum spend of Dh2,000 per month on that card, which was required to gain these benefits. When I tried to contact the salesperson to clarify this issue, no messages or calls were being returned by him.

I have Whatsapp conversations with the salesperson, assuring me there was no minimum spend required. I spoke to the customer service personnel several times regarding this issue, however no one could help and I was asked to simply pay the full amount for the movie tickets I purchased. I was not informed if any action had been taken against the salesperson.

I regret the time and money I have wasted while recording my complaints with Dubai First and have now ended up terminating the card.

I would like to convey this to Dubai First’s management, so they can consider training their staff with the right information so that customers don’t end up wasting their hard-earned money.

I hope Gulf News will consider my complaint, which will not only help other readers but also help the bank in improving their services.

From Mr Rakshit Khurana

Dubai

The management of Dubai First responds:

At Dubai First, we are committed to provide the best of service to our card members and protect their interests. The grievance of Mr Khurana has been addressed immediately and the issue has been resolved to his satisfaction.

We thank you for bringing this to our attention.

Mr Khurana responds:

The compensation has been received. The matter is solved. Thank you very much for all the effort and the time.

(Process initiation: May 1. Response from organisation: May 3. Process completion: May 10.)

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.