Reader’s grievance raised with firm
Reader is charged overlimit fees, despite having a positive balance in his credit card account
Iuse a dunia credit card. Recently, I noticed that they charged me overlimit fees of Dh325 in my bank statements over the past two months.
I called dunia’s customer care centre, but they were not responsive.
My card had a positive balance of Dh1,067 on February 1, and on February 2, they charged me overlimit fees, which is not correct. I mean, if they are showing my balance in the positive on my mobile app, how can they charge overlimit charges so arbitrarily?
The same thing happened twice. So I would like to raise this issue with them.
From Mr Mohsin Mohammed Shafi Rumani
Dubai
The management of dunia responds:
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,
in all such cases when a dunia customer writes to you, is to comprehensively review the matter and provide a satisfactory response to ensure an early resolution.
Please consider this as our formal confirmation, of our having already responded to your Gulf News reader with a comprehensive resolution, in case your reader is our dunia customer. 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.
(Process initiation: March 2, 2018. Response from organisation: March 5, 2018.)