Changes on maintaining balance

Unexpected charges

I have been having issues with Mashreq bank. In 2006, I opened an account with Mashreq based on the terms that no minimum amount is required to maintain the account. For this, I paid a one-time fee of Dh200 to the bank, according to our agreement. By the end of 2012, I found out the bank had charged me Dh25 every month and the accumulated charges reached Dh350. My request to refund these charges failed as they say that the bank changed the terms and conditions a long time ago and all accounts now need to maintain a minimum of Dh3,000. I was not aware of these changes! No one informed me neither by email nor letter or phone. On asking how am I suppose to know that conditions had been changed, a representative from Mashreq’s accounting department told me over the phone that customers have to check their accounts and see if there are charges.

I have long relationship with this bank and I did not expect such things to happen. What is the guarantee that this bank will not change the terms again without informing me? How can a customer be protected and what should I do in this case?

From Ms Cheprasova Elena

Dubai