Balance transfer failed
I am writing with regard to a balance transfer request to Standard Chartered for Dh9,900 to be paid to my RAKBANK credit card. The request was approved on September 25, and I got a message from Standard Chartered on September 27 with a transaction of Dh9,900 on my credit card to be paid to RAKBANK.
During my request, I told the bank that the due date for the RAKBANK credit card was October 9 and there is no point in doing the balance transfer if it doesn’t happen by the due date. I was told it would take seven to ten working days for the payment to happen.
I called the bank on October 7 to confirm if the payment was made and was told that the approval was done but the agent had no information if the payment process had been completed. I requested for an update, but nobody bothered calling me back.
Unfortunately, the payment did not reach RAKBANK credit card by the due date. I called RAKBANK on October 11 and was told that the payment didn’t come through. I called Standard Chartered immediately and raised a complaint after speaking to an agent for about 20 minutes. I was sent a complaint number via text messaging and was assured that somebody from the complaint department would contact me. However, nobody called me from Standard Chartered.
I called them again on October 15 and was shocked to know that the call details of October 11 were missing from the system and that no complaint had been created. I created a second complaint immediately and requested for a callback urgently. I got no calls from the bank, but received an email on October 16 stating that the bank had tried to reach me and they were working on this complaint and would get back to me in two to three working days. I never heard from the bank.
I called them again on October 21 asking to talk to a supervisor and was promised a call back from the supervisor and the complaint unit. Another complaint was raised with a reference to the old complaint.
Because of this delay from Standard Chartered, there are finance charges from RAKBANK because the payment was not made. Who is responsible for these charges?
I am shocked with this service because the last time I did a balance transfer with them, there were absolutely no issues. I would like to believe this is an isolated incident and they can fix it immediately. I request Gulf News to intervene in this matter and help me resolve this issue.
From Mr Mohammad Aamir
Abu Dhabi
The management of Standard Chartered responds:
The issue reported has been fully resolved and we have been in contact with our customer. All considerations have now been satisfied. The customer has expressed satisfaction over the complaint resolution and has not raised any further issue thereafter.
Mr Mohammad Aamir responds:
I received a call from the bank’s call centre and the finance charges were returned to me as cashback. I would like to take this opportunity to thank Gulf News. The newspaper is doing an incredible favour to the public with its consumer complaints section.
(Process initiation: October 3. Response from organisation: October 9. Reader confirmation: October 17.)
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.
