Subject: New comment - [#5727794] Unacceptable behaviour by mcc branch manager
From: Centrepoint <[email-masked]>
To: [email-masked], [email-masked], [email-masked]
Date: Wed, 22 Feb 2023 13:21:04 +0000 (UTC)

There is a new comment in the ticket submitted by Hamza Nomani to HelpCPAE   Comment added by : Pearl Rodrigues  Comment Content:  <div class="WordSection1">
<div class="MsoNormal">Hi Team,</div>
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<div class="MsoNormal">Upon speaking with the Bussiness manager Mr. Yasser , he mentioned that as per guidelines no discounts  can be applied on showing just
<b>picture </b>of the card.</div>
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<div class="MsoNormal">When customer showed the physical application, it was verified and the billng has been done with discount availed.</div>
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<div class="MsoNormal">I personally tried to reach the customer just now but her phone is not reachable.</div>
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<div class="MsoNormal" style="background:white"><span style='font-size:9.0pt;font-family:"Arial",sans-serif;color:#4F4F4F;border:none windowtext 1.0pt;padding:0in'>Regards,</span></div>
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<b><span style='font-size:9.0pt;font-family:"Arial",sans-serif;color:#4F4F4F;border:none windowtext 1.0pt;padding:0in'> </span></b><b><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#4F4F4F;border:none windowtext 1.0pt;padding:0in'>Pearl
 Rodrigues</span></b><b><span style="font-size:10.0pt;color:black"></span></b>
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<span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:#4F4F4F;border:none windowtext 1.0pt;padding:0in'></span><span style='font-size:9.0pt;font-family:"Arial",sans-serif;color:#4F4F4F;border:none windowtext 1.0pt;padding:0in'>Retail
 Operations Coordinator</span>
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<span style='font-size:9.0pt;font-family:"Arial",sans-serif;color:#4F4F4F;border:none windowtext 1.0pt;padding:0in'>Mobile: +971 50 10 45347</span><span style="font-size:9.0pt;color:black"></span>
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<div>From: Centrepoint &lt;[email-masked]&gt; <br>
<b>Sent:</b> Wednesday, February 22, 2023 12:12 PM<br>
<b>To:</b> Pearl Rodrigues &lt;[email-masked]&gt;<br>
<b>Cc:</b> Escalations Dxbteam &lt;[email-masked]&gt;; Jainul Ameer Mohammed Hussain &lt;[email-masked]&gt;<br>
<b>Subject:</b> New comment - [#5727794] Unacceptable behaviour by mcc branch manager</div>
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<div><span style="font-size:10.5pt;font-family:-apple-system">There is a new comment in the ticket submitted by Hamza Nomani to HelpCPAE</span></div>
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Comment added by : Faraz Lohani<br>
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Comment Content: </span></div>
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<div class="MsoNormal"><span style="font-size:10.5pt;font-family:-apple-system">Hi <a id="OWAAMA08C860F192A40B891805FBCF5C1EA2B" href="mailto:[email-masked]" rel="noreferrer">
<span style='font-family:"Calibri",sans-serif;text-decoration:none'>@Pearl Rodrigues</span></a>
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<div class="MsoNormal"><span style="font-size:10.5pt;font-family:-apple-system">Can you please investigate the below.</span></div>
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<div class="MsoNormal"><span style="font-size:10.5pt;font-family:-apple-system">From: Centrepoint &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;
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<b>Sent:</b> Tuesday, February 21, 2023 11:08 AM<br>
<b>To:</b> Faraz Lohani &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Subject:</b> Ticket Assigned - Unacceptable behaviour by mcc branch manager</span></div>
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<div class="MsoNormal"><span style="font-size:10.5pt;font-family:-apple-system">Hi Faraz Lohani,<br>
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A new ticket has been assigned to you. Please follow the link below to view the ticket.<br>
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Unacceptable behaviour by mcc branch manager</span></div>
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<div class="MsoNormal"><span style="font-size:10.5pt;font-family:-apple-system">Hi Team,</span></div>
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<div class="MsoNormal"><span style="font-size:10.5pt;font-family:-apple-system">Kindly assist as we have not heard from the relevant team and the cx has opened a case in MOC regarding bad behaviour by a cashier and manager in one of our branches.</span></div>
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<div class="MsoNormal"><span style="font-size:10.5pt;font-family:-apple-system">The cx is complaining regarding an incident on Jan 22 in Mirdiff City centre, CP with cashier named Mellisa and manager Yassir.</span></div>
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<div class="MsoNormal"><span style="font-size:10.5pt;font-family:-apple-system">The cx is complaining that he visited at the store and presented his Emirates Platinum card tot he cashier and the cashier had a doubt for the image on the card and instead of asking
 politely or the Emirates ID to verify the image, she commented. The cx asked for the manager and the manager was sarcastic in response. The full story as per cx is mentioned below - <br>
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I’m writing this email to raise a complaint of an incident happened today and Centerpoint branch and mirdif City center against the manager yassir and the staff Melissa which was totally not acceptable<br>
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I have arrived to the cashier point and have a presented my personal platinum card of emirates which includes my full name as well as my picture.<br>
however when I gave it to the staff Melissa she told me in an appropriate way that this photo of mine is not me !!! and she started asking me in a sarcastic and unacceptable way [mom is this you in the picture? This does not look like you give me an official
 document]!!<br>
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what is known for the cards that it Has to be either physically presented or presented via application, it’s not from her rights to ask for my emirates identification to compare between my picture to identify if I’m lying or not, however I have given her my
 Emirates ID and it was myself with the exact name mentioned in the card.<br>
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the way of requesting for my Emirates ID was not a professional and was not acceptable therefore I have requested for the manager who treated me even worst, he attended I asked him about his position I told him what has happened and he said Why would he believe
 me and why would he consider the staff Melissa wrong ?!<br>
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and he added to it when I requested for an action he said in a sarcastic way do you need me to give the staff two slabs on her face so you feel comfortable!!! Or to make you happy!!<br>
Which is not acceptable and not appropriate to be directed to the customer from a manager!<br>
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however I tried to Explain my situation again and he was totally against me he was not willing to hear he was raising his voice Instead of all the customers and he was Asking me to move from the cashier although my bill has not been paid yet and he will take
 the next customer and he told me do whatever you want if you want to raise a complaint and go away from the queue!!!<br>
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In addition to that he was loudly saying you are just taking a copy of someone else card to get some discount on your amount!!<br>
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And he was telling me stand more and more and the cashier so I can capture all your standing time in the camera and sue you and report that you have a stud although they punched all my items they didn’t even give me a chance to pay my bill yet they asked me
 to move from the queue which is even worst<br>
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He has mention that Centerpoint has the right by law to request for official identification such as a emirates ID to compare between the pictures if it was the same person or not Although the physical application of the owner was presented , Therefore i would
 like this policy to be shared if possible since he said it it exist and he has empowered for it.<br>
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What is well known for any manager and customer service he should calm down the situation not making the problem even worse his attitude was not acceptable the way of dealing with me was not acceptable as well as the way of requesting of my official emirates
 identification to compare between my picture and they ended up to prove that it’s me they were insisting that I’m getting a card of a different person however I have presented my Emirates ID and prove to them that I am the same person I can provide an official
 copy of two identificationTo prove that I am the main owner of the same<br>
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I have opened a case of complaint against Centerpoint in Department of economic (Consumer rights section ) of what was happened In todays incident and i have a provided the reference to the manager he was very careless laughing and Saying do whatever you want
 you want<br>
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I’m requesting for my rights professionally and legally for the Un accepted behavior that I have treated with by emailing the concern team as well as raising an official complaint in Centerpoint call center as well as filing a case and the Department of economic
 [reference of the complaint is attached )<br>
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Looking forward to hear from you soon to look into this matter and get back to me officially<br>
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Regards<br>
Amani alGhazal Alshamsi<br>
0561000129<br>
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Centrepoint logged case via phone number:561-3179</span></div>
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<div class="MsoNormal"><span style="font-size:10.5pt;font-family:-apple-system">Ticket attachments : 1.
<a href="https://helpae.centrepointstores.com/helpdesk/attachments/2044012440230" rel="noreferrer">
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<a href="https://landmarkgroupservice.freshdesk.com/helpdesk/tickets/5727794" rel="noreferrer">https://landmarkgroupservice.freshdesk.com/helpdesk/tickets/5727794</a>
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