Cashback on a co-branded card not credited for some spends

Bank · Credit card · credit-card rewards

Complaint no.: N202324016022179
Against: Axis Bank
Filed: 17 Jan 2024
Closed: 21 Feb 2024
Time taken: 35 days
Scheme: RB-IOS 2021
Closure clause: 16(2)(a)
Did it help?: Did not help
Compensation: None

What happened

Filed for a family member. Cashback on a co-branded food-delivery credit card was lower than expected for two months.

What I asked the Ombudsman for

Credit of the cashback shortfall.

What the entity said

The bank produced the terms and a month-wise calculation sheet: cashback applied to food delivery and dine-out, and excluded grocery and courier orders placed in the same app.

What the Ombudsman decided

Cashback had been calculated as per the terms and conditions, so no deficiency. Rejected.

Did not help

Did the Ombudsman help?

No, and I think the decision was right. The exclusion was in the terms.

What I took from it

If the bank can point to a written term that covers the situation, you will lose. Read the exclusions before filing and argue only where the bank departed from its own terms.

Summarised from the RBI closure letter and my own correspondence. Names of individuals, account numbers and reference numbers other than the complaint number have been removed.