How to raise a complaint in Tata Neu App - approx 3000 Neucoins seem to have vanished

[abhishek0882]

I had close to 9900 odd Neu Coins in my Tata Neu account. As per the unlocking statement in the app, 600 odd coins were to be added over the next few days. 150 points were to expire on 31st May 2025 as per the app.
I opened the app and see that the points balance was 7011. No purchases, nothing mentioned in the statement, no expiry. Just the points are showing as 7011 overnight from 9982 the previous evening, it was supposed to be a little over 10k with that days unlocking points. It is as if those 3k points never existed, no trace of it in the app or statements. Neither were there any promotional points that were to expire early. Even if there were, it was not there in the expiry statement.
Only way shown on the app to reach customer care is to chat with the bot, that too you cannot write a query, you have to choose from options mentioned to you. Nothing like this mentioned in the chatbot. No phone numbers, no emails.
I tried calling the Tata Digital customer care number. It asks to dial the desired extension or wait for operator assistance. Then you keep waiting nothing happens.

What can I do?

PS: It is so frustrating to see companies using chatbots more and more for customer service. I say, why even have that, just say that we do not offer any customer service.

 

[RajdeepMaity]

You can email here with details : TataNeuCardSupport@hdfcbank.com
customercare@tataneu.com

 

[abhishek0882]

You can email here with details : TataNeuCardSupport@hdfcbank.com
customercare@tataneu.com

I will write to customercare@tataneu.com. Dont know if it has got to do anything with the HDFC Tata Neu card, because points are from both the card as well as using on the app. Lets see, guess will wrote on both. Thanks.

 

[akshayhs]

These people have been known to change expiry dates and get the coins to expire sooner than later.

 

[cardio_guycardio_guy is verified member.]

This is the most worrying thing about tata neu. They just delete the points altogether. Just vanishes like that.
I've seen many many complaints about this issue on social media. This is the only reason I am worried about stacking up too many points. Can't say when they will delete it.

 

[cardio_guycardio_guy is verified member.]

I will write to customercare@tataneu.com. Dont know if it has got to do anything with the HDFC Tata Neu card, because points are from both the card as well as using on the app. Lets see, guess will wrote on both. Thanks.

Yes they will call you back on phone. You can talk to the person and they will fix. I have written to neu customer care many times. Everytime they call us from a 022- landline number and I think they are pretty responsive.
The bigger problem is with neu coins disappearing not getting access to customer care.

 

[jhanishdev]

I have had issues tallying the neucoins with statement transactions. the calculation is very weird and it is a headache to maintain. I use the card mostly for utilities and travel. Recent lounge devaluation has made Neu Infinity a strictly mid tier card.

 

[cardio_guycardio_guy is verified member.]

Bump here - Any update? Did the customer care guys contact you? Were you able to get back the missing neu coins?

 

[abhishek0882]

I have had issues tallying the neucoins with statement transactions. the calculation is very weird and it is a headache to maintain. I use the card mostly for utilities and travel. Recent lounge devaluation has made Neu Infinity a strictly mid tier card.

Totally agreed. This has been my go to card for RuPay UPI transactions. But keeping track is so difficult, with card spends coins coming together post statement date, I am pretty sure that atleast for 3 of the months, I must have received about one third of the points actually earned. But who has the time to calculate. And now with this, the points vanishing, it seems its time to look for another RuPay card.

 

[abhishek0882]

Bump here - Any update? Did the customer care guys contact you? Were you able to get back the missing neu coins?

Have written to them last night, no response yet. Will wait until today.

 

[cardio_guycardio_guy is verified member.]

Totally agreed. This has been my go to card for RuPay UPI transactions. But keeping track is so difficult, with card spends coins coming together post statement date, I am pretty sure that atleast for 3 of the months, I must have received about one third of the points actually earned. But who has the time to calculate. And now with this, the points vanishing, it seems its time to look for another RuPay card.

Actually that is because they have different timelines and types of neu coin credits. All that makes it very complicated.

App-based neu coins - for those purchases you do in app - it should come directly in the app. It's not related to card. It's based on the tier - Elite, Legend etc.
Like you get 5% neu coins for txns in the app if you are in legend tier. This is irrespective of if you have neu card or not.
Then comes additional rewards, offers, bonuses etc (app-based). All that are also tracked in the app, not in the statement, it is all for app based transactions, and has different validity/expiry too. (30 days)


Coming to card based neu coins - all of that comes in the statement - it has a different validity (365 days)

For card swipes - straight 1.5% of the total swipe amount (in the statement it shows as bonus coins) it is marked against each swipe transaction.

For UPI scans - 0.5% of the total UPI scan amount comes in the statemtnt. That is the base rate for this card.
(1% for UPI scan comes in the app separately - if you used neu app), making it toal 1.5%

But the 5% rewards is complicated - they do it in two traches - 1.5% first and 3.5% later. Both comes as bonus coins in the statement.

But yes it is very easy to miss anything if we don't track it closely. But like you told who has the time and energy to track all these. Trusting them is the only way, hoping that they won't mess up and cheat us. Also use neu coins as and when needed, just keep using it frequently. better safe than sorry.

 

[abhishek0882]

Actually that is because they have different timelines and types of neu coin credits. All that makes it very complicated.

App-based neu coins - for those purchases you do in app - it should come directly in the app. It's not related to card. It's based on the tier - Elite, Legend etc.
Like you get 5% neu coins for txns in the app if you are in legend tier. This is irrespective of if you have neu card or not.
Then comes additional rewards, offers, bonuses etc (app-based). All that are also tracked in the app, not in the statement, it is all for app based transactions, and has different validity/expiry too. (30 days)


Coming to card based neu coins - all of that comes in the statement - it has a different validity (365 days)

For card swipes - straight 1.5% of the total swipe amount (in the statement it shows as bonus coins) it is marked against each swipe transaction.

For UPI scans - 0.5% of the total UPI scan amount comes in the statemtnt. That is the base rate for this card.
(1% for UPI scan comes in the app separately - if you used neu app), making it toal 1.5%

But the 5% rewards is complicated - they do it in two traches - 1.5% first and 3.5% later. Both comes as bonus coins in the statement.

But yes it is very easy to miss anything if we don't track it closely. But like you told who has the time and energy to track all these. Trusting them is the only way, hoping that they won't mess up and cheat us. Also use neu coins as and when needed, just keep using it frequently. better safe than sorry.

Yes, I understand all of this. There have been a few months where I am fairly sure they have not credited the entire Neucoins for the credit card. Because it is still easier to track the coins earned in the app, because they get credited almost immediately either on spend, on placing order or on delivery and reflects in the app - the date of unlocking maybe after a few days, but even that is shown in the app. Till here it is a good system. Problem arises mainly with tracking the credit card earns. You have to wait till the statement gets generated and then tally each transaction, many of them small transactioins due to UPI. Then again, it is difficult to remember some of the spends and then match because the company name is different from the brand name.

But what is inexcusable, as in this case of mine, is 'stealing' the points, can't call it anything else. You have that many points in the account and one day a significant portion just vanishes without any trail. In the Statement, it goes from 9982 points one night to 7011 points the next morning, when more points were supposed to be unlocked and there was no scheduled expiry, all as per their statements in the app. I could even agree if they said points have expired for whatever reason (though they were not supposed to), but then there is no deduction of neucoins in the statement for expiry or for any other reason - they have just vanished. So it can only be stealing of points and nothing else. This just doesnt seem to be an innocent mistake.