Notes

Hi Jerry,

Hope this email comes to your attention. I am representing a group of 12 Grab Platinum users in Vietnam having some unresolved complaints that might turn into lawsuits against your company. This is not a scam email, we decided to send this to you, CEO of Grab Vietnam with hope that you can judge and decide this with highest level of integrity.

During the period from Dec 3rd 2018 to Jan 6th 2019, Grab Vietnam has organized a promotion named "Accumulate travel distance with Grab, Win big every week", which has a scheme of prize (10 iPhones XS and 5 Apple Watches) for highest spenders for Grab transportation every week (for 5 consecutive weeks). And this is the promotion that we believe Grab has had many falsifies and manipulation in terms of the result. These results cause unfair treatment to us as customers, while the Grab Marketing & Compliance teams have decided to keep silence with us for more than 2 weeks since our complaints.

Details of the complaints:
One of us has the fortunate to win the first week of the promotion with very high spending amount using Grab. He referred Grab to us and suggested us to spend as much as possible to win additional prizes. We came up with an idea of taking very long travel distance trip (more than 200km) at rush hours, which pumped our total spending amount to a much bigger amount than any other users. This is to make sure that we have 100% chance of winning this competition.
- 6 of us participated the 3rd week of the program (Dec 17th-23rd 2018)
- 5 of us participated the 4th week of the program (Dec 24th-30th 2018)
- 1 of us participated the final week of the program (Dec 31st 2018 - Jan 6th 2019)
In total, we have spent nearly 200 millions VND (~ USD 9,000) into Grab with hope that we will win 12 iPhones XS. We did not expect that there might be errors in the Grab system or corruption/ manipulation caused by Grab employees, that have happened:
- After week 3 ends, instead of announcing the result, Grab team decided to add new clauses into the T&Cs of the promotion (This establishment of new rules is against the rule of fairness in competition, indicated in the Vietnamese law)
- Using these new clauses indicated that "Trips must not be falsified and total falsification must not be over 30% of the total amount", Grab employees, without even checking our complete trips, have wrongly decided to eliminate 6 accounts in Week 3 from the Top Spender result, which we entitled to be on (This is a wrong accusation that the Grab has assumed, as all of our trips have been conducted with authenticity, thus can be verified using the car blackbox or Grab tracking system)

In my complaining email written to Grab (attached below), I have explained all of these details, requesting Grab to recheck on our accounts and if needed, setting up a meeting with drivers who have completing our trips. It has been 21 days since I submitted the complaining request. The latest reply from Grab is on Jan 4th, with Grab customer services saying that the Marketing & Compliance team would be checking & replying us (That is 16 days before).

Right after my complaining email, it seemed like Grab team has delayed the announcement period for the 4th & 5th weeks. The announcements did include 6 of our other accounts, which we believe that Grab employees have recognized that they has wrongly accused us to violate the rule of the promotion.

We still need confirmation and correcting actions from Grab for 6 accounts that we legally won the iPhones XS. During the last 2 weeks, we have made calls to Grab but there was no confirmation that Grab is processing our complaints. We have also noticed that Grab will organize an award ceremony for those who won on Jan 22nd - 25th 2019 in Ho Chi Minh and Hanoi and that there will be no complaints will be resolved after Jan 18th. We believe that Grab employees have utilized the silence treatment, while violating the Vietnamese law for promotion and fair treatment for customers.

I hope that this email finds you well, as your employees have not been able to reply to customers and resolve this wrong actions in a proper way. I believe that we are legally won these prizes and we will involve lawsuits into this if there is no correction for the mistakes made by Grab.

Thank you so much,