Oversight

I have been using RAKBANK’s Titanium credit card for the past four years. I have been paying the full due amounts on or before the due date always.

In the statement of July 10, there was a finance charge of Dh1,176.10. On checking with the phone banking service, I was informed that there was a shortfall Dh861 in the payment made by me, which is why the finance charge was levied. I requested for a reversal; the officer informed that if I pay the balance Dh861, she would take a request for reversal subject to bank approval.

Accordingly, I paid Dh900 on July 14 and raised a complaint with their online banking. The relationship manager informed me that the request for the reversal of finance charge was not approved by the bank.

I have been paying all my outstanding amounts before the due date in the past and in this particular month, I had paid Dh25,789 at least one week before the due date. I could not pay the balance amount due to an oversight.

I request Gulf News to kindly take up the issue with RAKBANK authorities to waive off the finance charges.

From Mr Cyriac Joseph

Sharjah

Mr Ian Hodges, Head of Personal Banking - RAKBANK, responds:

We write in reference to the issues raised by Mr Joseph, RAKBANK customer.

The concerns raised by him have been investigated and we note that the payment towards his Credit Card statement outstanding of June 2014 was short of Dh861.90. Hence, finance charges were levied on his July 2014 statement.

We have contacted Mr Joseph and have clarified the above. He has also been advised that the charged applied in July 2014 statement cannot be reversed.

We will be glad to provide any further clarification as required.

Mr Joseph responds:

Thank you for taking up my issue with RAKBANK. As mentioned in their letter, for a shortfall of Dh861.90, I am being penalised Dh1,176 which I feel is not fair at all.

I have made a major payment of the outstanding amount for the particular month 10 days earlier than the due date. Also, I am paying them Dh59 every month towards RAK Value collection for a service I have never used. I would be satisfied if RAKBANK’s management can look into my case sympathetically and reverse the finance charges.

The management of RAKBANK responds:

With reference to our previous reply, we advise that our response remains the same.

(Process initiation: September 23. Response from organisation: September 24. Reader confirmation: October 15.)

Wrongly fined

More than six months ago, on April 19, I received a parking fine for my car at Al Ghusais, Dubai, even though I had parked my car in a designated area and displayed the ticket properly. But the parking inspector charged me Dh200 for ‘illegal parking’. On the next day (April 20), I registered a complaint at the Roads and Transport Authority’s (RTA) Al Ramool office, stating that I had parked correctly. They promised to resolve this matter within two weeks. However, even after four months and after many visits to their office and phone calls to them, this matter remains unresolved.

From Mr Jinto Thomas Chirayath

Dubai

The management of RTA responds:

RTA has investigated the issue and the fine has been cancelled. Should customers face similar incidents, they can report such cases to the RTA customer service number, which is 8009090 and we will definitely do the needful, after internal investigation.

Mr Chirayath responds:

I have checked the fine status and found that it has been cancelled by the RTA. Many thanks for helping resolve this long-standing issue.

(Process initiation: September 23. Response from organisation: October 15. Reader confirmation: October 22.)

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.