Payment excess
I have been holding an Abu Dhabi Commercial Bank (ADCB) credit card since 2009. In June 2011, I lost my card when my wallet was stolen while travelling. At the time, instead of requesting a duplicate card, I decided to cancel the card itself as the bank charges had been too high.
When I called the call centre, they informed me that I had to pay a certain amount to clear the balance on the card. I informed them that this amount was higher than my last credit card statement, but they assured me that this was because of interest rates that may have come in. Accordingly, I paid the due amount to the bank and cancelled my ADCB card.
Since July 2011, when I cancelled my card, I have received two statements. Both statements have shown an excess amount of Dh16.91 on my card. When I called the call centre to resolve this matter and to enquire how I could get the extra amount back, their solution was I should pay an amount of Dh75, and then they would prepare a draft for the said amount and mail it to me.
I explained to them repeatedly that the amount due to me is Dh16.91, so by that logic why would I pay Dh75 to get this amount back, which, by the way, rightfully belongs to me and was paid to them because they asked me to? To this, the explanation I got from the customer service agent was that the bank usually informs the customers to pay a higher amount to close their cards as they have “no idea” how much the interest charges would be. And if there is any excess amount left, then this is the only way to get it. I even offered to go to the branch in Al Rigga to collect the money in cash as I had cleared my balance in cash, but they did not accept that.
So, now the only way I can get my money back is if I pay a higher amount. Logically I will not do it, so the only other option in front of me is to forget about the Dh17 and give it to the bank. If it was the other way round, if I owed the bank Dh17, they would keep putting interest upon interest until I paid up both the interest and the initial amount. I would much appreciate any help I can get in resolving this matter, as there is no other way of getting through to the credit card division of ADCB.
From Ms Kavita D’silva
Dubai

The management of ADCB responds:
Please be advised that our customers are important to us and to enable problem solving for them, we have devoted a Service Quality Unit that handles all customers’ issues and complaints. Our customers are free to contact us on the Toll Free number at 800 2030; or call collect +97126210090 from outside UAE; or they can visit our website (www.adcb.com) from where they will be able to log their complaints, commendation or suggestions. Please advise readers/complainants to contact us through these available channels.
Please note that the issue has been investigated and resolved. The customer has been contacted and informed of our feedback and the case is now closed.

Ms D’silva responds:
I would like to thank Gulf News for their help in resolving this matter. It was amazing to get an immediate response to my mail from Gulf News and then to receive a resolution of matters from ADCB. Earlier, despite several attempts, I had been unable to get a satisfactory response from the ADCB customer service number as listed by them. But after Gulf News’ intervention and help the matter was resolved and ADCB transferred the money owed to me to my account. This is indeed a much-needed service that Gulf News is providing to us readers.

Editor’s note: If you have similar consumer complaints and wish to raise them with
the newspaper, write to us via email at readers@gulfnews.com