Reader's issue resolved: Funds withheld

I am an Emirates NBD credit card and Payroll Account holder since 2007. I always settle all my credit card bills prior to the due date. My hardship started on November 15, 2011 when I received my end-of-service benefits and outstanding salary (Dh94,000) from my employer. I went to the bank's Dubai Festival City branch to withdraw the amount and was told that I would have to contact the call centre to get the amount released.

I called the call centre on the same day and they gave me the contact details of the collection department. I contacted the collection department and they said that I have to furnish to the nearest branch the new employment details (visa, labour card copy, salary certificate and offer letter) from the new employer and thereafter, within one week, the bank would process the new application and only then would I be able to withdraw the end-of-service benefits amount.

I told the collection team that the total outstanding amount on my credit card was only Dh1,511, which was not yet due for payment. I also said I was ready to pay Dh1,511 from my account should the bank require and that it could withhold the amount up to the unused credit limit of my credit card (which is less than Dh36,000) until my new employment details were processed. I requested that I be allowed to withdraw the balance amount (Dh58,000) as I had to settle some other payments before November 16, 2011.

I requested the collection team that I am ready to furnish the new employment details directly to them in their office or by e-mail/fax and thereby I would be able to save on a week's processing time. All these requests to the collection team were in vain as they said the only option was to visit the nearest branch and that it was the bank's policy to withhold the entire amount.

I again went to the Dubai Festival City branch but they refused to accept the new employment details from me (their explanation was that they do not take any other paper other than address change requests) and they told me to go to the main branch.

Running from one branch to another, and frustrated with all this, I called back the call centre and requested for cancellation of my credit card with Emirates NBD as there was no other way to get released the amount blocked in the bank. I received a call on November 17 from the collection team mentioning that they were deducting Dh1,511 from my bank account towards the outstanding credit card amount and that the bank was cancelling my credit card. I agreed and I got the amount released.

However, on the same day another Dh122 was deducted from my account by the bank without any explanation. Several complaints on this matter to the bank were left unanswered. I look forward to receiving the following clarifications from the bank:

From Mr Joshy Varghese
Dubai

The management of Emirates NBD responds:

We are pleased to inform Gulf News that the concerned department has contacted Mr Varghese and provided him with a detailed explanation and necessary clarifications pertaining to the hold placed on his account and the customer is satisfied with our response.

Due to our swift response and the resolution provided, the customer has agreed to continue his credit card relationship with us.

We would like to take this opportunity to thank Gulf News and the customer for providing us with your feedback.

Many thanks for your continuous support and valued efforts.

Mr Varghese responds:

Many thanks to Gulf News for taking up this matter and I confirm that Emirates NBD has resolved my complaint.

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