Back in November 2016, DBS changed the way it charged for miles conversions from an annual fee of $42.80 with unlimited conversions to a per conversion fee of $26.75.
Cardmembers who had already paid the annual fee would be on the “old” scheme until their membership year was up. That is to say, if you paid your $42.80 on October 10 2016, you would have unlimited transactions until October 9 2017, after which you’d pay per conversion.
In the FAQ that was provided with the program change, DBS clearly states under point 6) that-
I had not received anything from DBS, so I proceeded to do a transaction in early April to move some miles to Krisflyer.
On examining my ibanking statement, however, I saw that I had been hit with a $26.75 conversion fee. So I called DBS customer service to ask about it.
They told me that my annual membership expired end March and therefore I was on the new scheme. I reminded her about their FAQs which stated that customers would get a heads up via eDM or SMS.
Her response was that although she could see in their SMS outbox that I had not been sent anything, it was not practice for them to send out alerts about the impending expiry of your annual transfer fee.
They were not able to locate this FAQ on their side, so I’ve since sent this PDF to their customer service team for escalation, in expectation that they will refund me the fee. I will update you when this is resolved.
But in the meantime, if you are part of the old annual scheme you might want to take note that alerts are not going out. So be vigilant, check your account and let DBS know if you are charged without notice.