Readers’ issues resolved

Undue charges
In May 2010, I applied for a loan from Dunia Finance. The loan was approved for a monthly payment of Dh883 for three years. I submitted 40 cheques (36 for 36 months or three years and four security cheques) with my signature but without the specific dates, just as the loan agent had requested. My first payment was made on June 6, 2010. All the while, I thought that the due date was the sixth of every month, only to learn that I had a bounced cheque on July 2, when an agent called me to inform that the due date was, in fact, the second day of each month. I immediately settled everything and, keeping in mind the due date, from that time on, I have been paying my dues religiously till present. They have been deducting the said amount from my Emirates NBD account and I received SMS receipts after every transaction (all were deleted, of course). All went well.
Part of the package of having that loan was receiving a Dunia credit card, which I activated and deactivated upon receipt in 2010. Some time late last year (2011), I received another Dunia credit card (Dunia Club Apparel) which I hesitantly accepted, activated and deactivated at the same time. I didn’t even apply for this card. I don’t have any active credit cards with Dunia.
On February 5, 2012, a customer service representative called me regarding an outstanding amount and a delayed payment charge from a Dunia credit card, which was to be paid immediately. My heart skipped a beat upon receiving the news! I have never used a Dunia credit card, except to cancel it. Now, they are charging me for a delayed payment with a credit card transaction that never happened.
I immediately called their hotline and filed a complaint, which would be resolved after four days according to their customer service representative. I asked her the status of the credit card and she confirmed that it was blocked. She also informed me of their new policy that part of the loan was transferred to the credit card, due to a bounced cheque that happened more than one-and-a-half years ago.
On February 6, I received an e-mail from Dunia Finance about a Dunia Apparel Card statement dated January 3 — February 2, 2012 with a balance of Dh807.84, and with a minimum payment of Dh300. If I didn’t file the complaint, I doubt they would have even sent me this statement. I never received any credit card statement from them before, so why now? There was no communication whatsoever from the bank beforehand regarding this. I hope Gulf News can help me clear things up.
From Mr Gabriel Oliver Abarientos
Dubai

Ms Veena Viswanathan, Customers & Quality Head, Dunia, responds:
We have contacted Mr Abarientos and would like to confirm that the matter has been resolved satisfactorily. We are unable to disclose specific resolution details in the interest of protecting and maintaining the confidentiality of our customers’ personal and account-related information.

Mr Abarientos responds:
I received a call from a Dunia representative, who said the result of their investigation regarding my complaint was in my favour. The finance charges against me were invalid. I thank Gulf News for the splendid effort in escalating my case to the proper authority. Job well done!

Different rates
I have purchased an air ticket online. The ticket copy shows a price of Dh1,390, but my bank, HSBC, has charged me Dh1,508.30 for the same. Please help me get the refund for the difference amount (Dh118.30) from HSBC.
From Mr Sunil Gangwani
Dubai

Mr Ahmad Othman, Manager, Corporate Communications, HSBC, responds:
I would like to take this opportunity to thank Gulf News for bringing this matter to our attention. We have reviewed the issue raised and would like to advise you the following: With regards to the disputed transaction of Dh118.30, we have provided an interim credit to Mr Gangwani’s credit card and raised an investigation with the merchant. We have contacted Mr Gangwani, advised him of the above, and he has indicated that he is satisfied with our resolution.

Mr Gangwani responds:
I would like to thank Gulf News for helping me resolve this matter.

Editor’s note: If you have similar complaints, e-mail us at readers@gulfnews.com