Readers’ grievances resolved amicably

One reader is charged an over-limit fee of Dh325, while another faces problems obtaining cash-back for cinema tickets

Wrong charge

I have been using a Dunia credit card and recently noticed that in the past two statements, they charged me over-limit fees twice, of Dh325. I called their customer care department, but they were unable to help and it seemed like they didn’t care. My card had a positive balance of Dh229.50 on February 1 and on February 2 it was in the negative. If they show balances in positive on the mobile app, how can they charge over-limit fees all of sudden?

I would like to bring this issue to Gulf News’ attention and hope the matter is resolved. From Mr Mohsin Shafi Rumani Dubai

The management of Dunia Finance responds:

As you are aware, for confidentiality reasons as per UAE Central Bank, we are unable to share any account information of a customer holding an account(s) with us. We are, therefore, unable to confirm if Mr Rumani is our customer at dunia or not and are not therefore in a position to disclose specific resolution details with your publication.

We assure you that for each such query received from you, we ensure that, where the query is indeed from a bona fide customer of ours, our senior team immediately reviews the case details on priority to help resolve the underlying issue(s), if any. We also ensure that a response is immediately sent to the customer with a resolution at the earliest. Our focus is to comprehensively review the matter and provide a satisfactory response to ensure an early resolution.

Please consider this email as our formal confirmation of having already responded to your Gulf News reader with a comprehensive resolution. Please do understand that we need to ensure this confidential approach so as to be able to comply with our stringent internal governance standards on customer confidentiality and information security – as expected by our regulators and also by our customers, in line with global best practice.

We trust this closes and satisfactorily resolves the matter. Assuring you of our best services at all times.

Mr Rumani responds:

Thank you Gulf News for your kind intervention. It really helped me to get proper closure for my query.

(Process initiation: February 13. Response from organisation: February 16. Reader confirmation: February 21.)

Cash-back issue

I took a credit card from Samba Bank by believing in their offer of 50 per cent cash-back for cinema tickets. After using the card for several months, I earned a few points. I wanted to redeem those points. I called the bank every week and wasted 40-50 minutes waiting on a call, each time. There was no response. I also called the representative. He gave me a vague answer. Nothing has worked out. I hope Gulf News will help resolve the issue.

From

The management of Samba Bank responds:

Thank you very much indeed for bringing this matter to our notice. All our customers are encouraged to either contact the bank directly and/or to contact the Central Bank of the UAE should they wish to make a complaint about the services of the bank. In this instance, we would like to inform you that the customer has been contacted and the matter has been resolved amicably.

At Samba Financial Group, we endeavour to provide the best possible banking services.

(Process initiation: December 14, 2016. Response from organisation: January 19, 2017. Process completion: February 5, 2017.)

Editor’s note: Do you have similar issues that you would like to raise with us? You can write to us at readers@gulfnews.com.