Money taken but no service was provided
Customer annoyed after lender deducts fee to provide his account statements but fails to deliver them on time
Ihave been a RAKBank account holder for many years now. On February 13, I applied through net banking for my Statement of Accounts (SOA) for both my Current and Saver accounts.
I opted for delivery by courier service. The service fee of Dh25 each was promptly debited from both my accounts on the same day. Even after 10 days had passed, I did not get delivery of the requested SOA.
At the end of February, I called the RAKBank call centre and asked them to cancel the service as it would be of no use to me even if they sent it to me as the date for my purpose of wanting it had passed. To my surprise the staff said that they could cancel the request but the service fee will not be reversed.
It is too small an amount to rant over.
But the same banking institutions can be strict and ruthless on defaulting customers.
Why is it that the same institutes do not follow the same guiding principles when it comes to their services to customers who place their hardearned money in their care? They have taken my money without delivering the promised service. I feel cheated. From Mr Naveen Frank Sharjah
The management of RAKBank responds:
Thank you for your email on March 19, 2017 regarding concerns raised by Mr Frank.
Please note that as per banks’ standards and best practice in the UAE banking industry, the bank is limited with respect to disclosing or providing details and/or specific information about their customers to any third party to maintain the confidentiality of their data and personal information.
The customer requested duplicate account statements to be delivered to his P.O. Box and hence charges as per our published service and price guide were levied to his accounts once statements were dispatched. Since receipt of the complaint, we have arranged for the charges to be reversed on an exceptional basis as a service gesture. This has been communicated to Mr Frank.
Mr Frank responds:
I can confirm that RAKBank did call me and they have reversed the said service fees of both my accounts.
I thank Gulf News for intervention and helping quickly closing this file.
(Process initiation: March 19. Response from organisation: March 20. Reader confirmation: Mach 20.) the in
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