Financial institutions address readers’ grievances

One customer is shocked at being told he still owes a bank despite obtaining a clearance letter seven years earlier while another is riled after the bank charges interest on a fraud case under dispute

Unsettled car loan

Ihad a car loan with Dubai Islamic Bank (DIB), having purchased a 2011 model Toyota Yaris in February of the same year. Due to an emergency medical condition, I left the country in November 2011. I returned after two months to settle and surrender my car to the manager of Dubai Islamic Bank’s Al Qasimia branch in Sharjah.

I was given a clearance paper, which I signed and I was told by the bank manager that there was nothing more to be concerned about.

My loan was for three years and I had paid 10 instalments of Dh1,323 each month, on top of a down payment of Dh8,500 paid at the time of purchase. According to the manager, we could get more money from the car as it was below 10,000km and accident-free. Since my wife was still working, I authorised her to follow up with the manager. After five months they told her that she would get more than Dh2,000 as soon as the car was sold.

They gave my wife the numbers of several people. As she was busy with work and could not find the time to continue following up on the matter, we left it, without getting any money.

I returned to Dubai in 2015 and am currently working. In the same year, I wanted to open an account with DIB and went to their Sharjah branch. I wanted

to get a new car, but it was just an inquiry visit. On July 7, the bank called and asked me to pay Dh1,686 and threatened that if I am unable to do so within 48 hours, my name would be blacklisted. It shocked me.

I asked the DIB representative what the charges were for. His answer was complicated and he said that the car had been sold off in an auction and I needed to pay the remaining balance. Why did it take the bank seven years for this action? My wife is still working and her number, as well as my email ID, have not changed.

I never received any notice or email from the bank about this matter for seven years.

This is frustrating and annoying — the way they are trying to get money from me. From Mr Mukesh Shrestha

Dubai

The management of DIB responds:

Dubai Islamic Bank (DIB) would like to confirm that its Customer Support team has been informed about Mr Shrestha’s situation.

We are pleased to say that the team has contacted the customer and the matter has been resolved in due course. We now consider the case to be closed. At DIB, we greatly value our customers and ensure that their requests or concerns are addressed and resolved in the best possible manner.

Mr Shrestha responds:

Thank you for the feedback. On July 1, I paid Dh500 since the bank’s collection department kept calling me.

Now the remaining balance is Dh1,166. I called the bank after your email and asked them whether they have closed the case. But they told me to go to the bank and check whether I still have to pay. The bank said I still need to pay the outstanding balance. Now my case is with the collection department.

The bank sent me an email, which clearly says that my case has been closed but it’s not.

The collection department told me to settle the payment and that is a must. I am still hoping they can help me.

DIB responds:

Having reached an initial agreement with Mr Shrestha to clear the outstanding amount of Dh1,666 in instalments, we regret to inform that we cannot waive off the balance amount in this instance.

Our Customer Support team clearly communicated this to Mr Shrestha and he has, since then, cleared Dh500 towards this outstanding amount leaving a balance of Dh1,166. As per the agreement, Mr Shrestha is required to pay this amount in due course and we look forward to helping him in any other way we can.

At DIB, we greatly value our customers and ensure that their requests or concerns are addressed and resolved in the best possible manner.

(Process initiation: June 17, 2018. Response from organisation: July 4, 2018. Process completion: September 5, 2018.)

Iwould like to raise a complaint with Dubai First for a fraud transaction charged through my credit card. There were two transactions done from my credit card of Dh1,312.25 and Dh682.25 on July 4, 2018. I called customer care and informed them about the situation. I also blocked the card. I filed a dispute for it on July 7, however, now Dubai First is asking me to pay, otherwise they will add interest charges. If the case is under dispute, why should they add charges if they are taking three months to solve it?

Dubai First doesn’t seem to have a secure system for their cards — one-time passwords (OTP) for online transactions. How can I pay if I have not made any such transactions? From Mr Ashraf Milath

Abu Dhabi

The management of Dubai First responds:

We thank you for bringing this to our attention. At Dubai First, we are committed to providing the best of service to our card members and protect their interests.

Mr Ashraf Milath has reached out to us a few weeks ago reporting unauthorised use of his card. We have registered the complaint and have initiated an investigation. We will be contacting Mr Milath as per timelines once we complete the investigation.

Mr Milath responds:

Thank you Gulf News . My problem was resolved.

(Process initiation: July 26. Response from organisation:

August 1. Reader confirmation: September 10.)

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.

I never received any notice or email from the bank about this matter for seven years. This is frustrating and annoying.” Mr Mukesh Shrestha | Gulf News reader