Payback — reward points

Address: Gurgaon, Haryana

Website: www.payback.in

I have a credit card of icici bank in which the points earned on credit card (Cc) spent is credited to payback account. 1st of all there's no option but if you have credit card that payback is the only option for your points.
I was aware that the points are credited to payback but had absolutely no idea that your points get expired unlike any other normal cc where your points keeps accumulating till you choose to redeem. I kept getting some promotional sms from payback but absolutely no email/ sms about my points getting expired. Why such non-transparency? When you can send me promotional sms then surely you can send me updates on my accounts. Incidentally on 10th aug'18, i happened to call payback requesting them to stop sending promo sms and that's when i enquired about my points too and on further digging learnt that some 3000 points are already expired.

I requested them to reinstate the same as i was not aware of expiry concept and they agreed to do so for all of my points and said it will take 7 working days time. I called up on 18th to check the status as there is no communication from their side. When i had called on 10th aug'18 they said that i will receive an sms on my service request which i didn't receive.
Some executive picks up the call and trust me there begins one of the worst customer service experience. The quality of their officers is too too bad. I had spoken to some executive on 10th aug who was decent enough and he offered to reinstate the points i have lost. He assured me reinstatement of all my points. Request no. Is 17187060. There was this female called sulita who attended me. Believe she is too bad as she doesn't have even basics of customer service in place. She was rude, back answering and absolutely unprofessional. I asked her the no. Of points for which the reinstatement request is taken. She kept on saying 2500 w/o even listening to my explanation that it should be 3000.

I had also marked them some mail in between highlighting my concern but the response i received from them is something else that some information in my profile is missing so pls update?? Really??

Today is 24th aug'18 and i am clueless about my request. I called up and they asked for another 7 working days. Meanwhile there will be few other points which will get expired. I doubt how this company works. Its a fraud company with absolute lack of professionalism and business ethics. Pls note that my total points value is rs.1500