'I was not informed my bank request had been cancelled'

Cancelled request

I had taken a credit card from Standard Chartered Bank (SCB) as their marketing team convinced me about the advantages of using it for paying school fees. I had an alternate option from another bank, wherein I would get 5 per cent off, but I did not take it up.

As suggested by SCB team, I paid the school fee (Dh45,000 approximately) on August 21 and requested for it to be converted into a 12-month equated monthly instalment (EMI) plan, on the same day. This was done so that I could be eligible for Cashback. I did not receive any communication from their end after this and assumed that the transaction was done. Hence, I started using the card as my primary card and carried out transactions of approximately Dh11,000 (my monthly average) over the span of the month.

Today, I called the bank to confirm that everything was in order and was informed that my EMI request had been cancelled as I did not respond to my verification calls. I would like to point out that there are times I cannot take my calls, as I may be in meetings.

However, I always call back on the missed number and can do nothing about it if the other person does not pick up the phone. I would like to reiterate that I received no SMSs or emails stating that the request had been cancelled.

I was informed today that I can put in another request for the EMI but shall have to pay interest from the day of the transaction till the approval date.

The interest rate is 3.16 per cent per day, which would be huge if I decide to take it up. I am truly upset with this approach. It amazes me that the SCB team spends so much time acquiring a new customer and the organisation is so eager to let them go.

From Ms Tushita Garga

UAE

The management of Standard Chartered Bank 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’s resolution and has not raised any further issue thereafter.

Ms Garga responds:

The issue has been resolved. I really appreciate the help from Gulf news, without which, it would not have been possible.

(Process initiation: October 2. Response from organisation: October 12. Reader confirmation: October 12.)

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.