On Sunday 12 June I went to landmark bookstore located in SGS Mall at Camp to redeem 4400 reward points which I had accumulated on my IndianOil Titanium Credit Card number is 5546 3796 8670 7009. The staff at the shop was unable to redeem them as the machine threw an error message “Do Not Allow”.
I called up Citiphone and spoke to Kushal (callous attitude) and he told me that the accumulated points can be redeemed only against fuel. I told him that I do not possess a car and I usually shop a lot. He replied that nothing can be done and I asked if he could place a cancellation request for my card. He agreed to.
Next day, I received a call from Citibank asking me if I wish to covert my card to Titanium Shopping card which is good for shoppers. I agreed to it however since I had to rush for official work I asked them to call me back. On Saturday I received a call from their office and a gentleman took verbal consent from me over the phone. He told me that the new card will arrive within 7 working days.
A week had elapsed and since no card was sent to me, I placed an online query enquiring about it.
To my horror, I received a reply that a Visa Platinum Card will be issued to since the issuance of old Titanium card is stopped. I asked them what was the worth of each point and they told its 0.35p or 0.40p (I don’t exactly remember the amount). I told them I have points worth Rs.4400 and more and it’d be bad to not receive them.
Then again they (Vijayalaksmi) called me and told me that they’d issue a Titanium Cash Rewards card where each point is worth Re.1. I agreed to it.
Then Zakira called me and mentioned that only 40% of points accumulated on my old card will be transferred to the new card. I was really really upset and angry now. I told her that it’s not acceptable since currently I have 4600 points which means Rs.4600 and I am not ready to lose this amount or else they need to compensate me with Rs.5000 for the points and the inconvenience that I’ve experienced because of them. She told me that 1200 points will be transferred and the remaining points will be transferred after some time.
Since I had a real bad experience with Citibank initially, I asked her to send a mail to my personal id which is [email protected] confirming this. It’s been a week and I still haven’t received that mail.
I EXPECT SUTIABLE MONETARY COMPENSATION OF RS.10000 FOR THE INCONVENINCE AND POOR CUSTOMER SERVICE THAT I EXPERIENCED.
My questions:
1. Why wasn’t I informed previously that points accumulated on my IndianOil Card can be redeemed only against fuel?
2. Why do I have to contact Citibank each time and why can’t they keep me posted about the latest developments pertaining to my account? I am sure that they can at least send a mail to customers.
3. Why did I get misleading information about cards?
4. Miss Vjayalakshmi tells me that all points will be transferred to my card and Zakira tells me that only 1200 points will get transferred. Why is there so much miscommunication?
Apart from the above, they also charged my account with service tax and late payment charges whereas I always clear my bill even before the statement is generated or at least before payment due date.
Regards
Wasim U Shariff
An Unhappy and Dissatisfied Custome
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