Reader’s issue resolved with bank

Reader wants the bank to reverse the processing fee

I would request your intervention in the problem faced by me with National Bank of Abu Dhabi (NBAD) [now called First Abu Dhabi Bank, FAB] credit card. I had made a purchase of Dh12,000 on October 29, 2017, and I had requested an Easy Payment Plan (EPP) for six months so that I could pay in equal instalments. As per their procedure I sent an SMS requesting an EPP, and I received a confirmation stating that their agent would contact me in three days. In the statement, which I received on November 8 the whole amount was due for payment, I had no other option left with me so I had to settle the whole amount fearing charges in the same statement cycle. In the next statement, which I received on December 4, I was shocked to see the amount of Dh12,000 was converted into EPP and processing fee of Dh240 was charged to my account.

I did not receive any SMS, mail, phone regarding the conversion of the Dh12,000 into EPP. If I was informed about the conversion I would have been happy to pay in six instalments, with their processing fee, and would not have taken from other cards.

I raised a complaint with the bank for the reversal of the charges as I had already paid the amount in full without delay, as per their statement. And I was also not informed about the confirmation of the EPP. After receiving the payment in full before the statement date they have made their EPP. I contacted their call centre multiple times and there was no response till date. The only message I received was an SMS on January 2, 2018 stating that the complaint has been resolved. I called up their call centre again and I was told that the request has been rejected and they would contact me. Still I have not received any calls from them.

I kindly request you to intervene with FAB for the reversal of processing fee, which they have charged me for no fault of mine. From Mr Thanikal Kodankanth Andrews Poulose Dubai

The management of FAB responds:

FAB supports the growth ambitions of its stakeholders and goes beyond financial products and services, and as such, we are grateful for all customer feedback as we strive to consistently deliver the highest standards of service. The bank has been in contact with Mr Poulose, and the matter has been resolved to the customer’s satisfaction.

Mr Poulose responds:

On February 7, 2018 I received the SMS from FAB at 10.15am for the amount payable for the current month statement. So I called up FAB and requested the statement, which I received immediately and found that the charges for the EPP had been reversed. I would like to sincerely thank Gulf News for resolving my issue with the bank to my fullest satisfaction. Wishing your team success in the future.

(Process initiation: January 16. Response from organisation: January 23. Reader confirmation: February 7.)

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