I have a Standard Chartered Bank Master Titanium credit card, which I have been using for many years. In my card statement for May, I noticed that 300 points had expired. I called the bank’s phone banking number and requested for it to be reversed but the bank refused, saying as per the card policy, the miles expire after one year and it mentions this somewhere on the bank’s website. This is fine, but my argument is — why can’t the bank clearly indicate that certain miles are going to expire on a certain date in the previous month’s statement? This would serve as a reminder to the customer to utilise the miles before they expire. Alternatively, an SMS or email could be sent to customer to serve as a reminder. I believe it is a normal thing to do and most banks/retail/airlines follow this policy of informing customers prior to miles getting expired.
On other matters such as “new offers/schemes”, which are not of much interest, I get calls from the bank almost daily. I believe my request to Standard Chartered is very reasonable, as I want them to credit back the expired miles to my account.
From Mr Pankaj Shrivastava
Dubai
The management of Standard Chartered responds:
Upon receiving the complaint, Standard Chartered Customer Care Unit contacted the client, and informed him of the bank’s Terms and Conditions relating to the cashback mechanism, he was also advised to check his cashback balance regularly by visiting this link: https://www.sc.com/ae/credit-cards/titanium/. The issue stands closed from our end.
(Process initiation: May 27. Response from organisation: May 30. Process completion: June 3.)
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