Readers' issues resolved: Credit card charges

Unwarranted charge
I would like to highlight an issue with my credit card and appreciate it if you could take this up with the bank and see what could be done.

I have an Abu Dhabi Commercial Bank (ADCB) card and I had cleared off all my dues during the previous months. I do not know how but, as a result of some interest calculation, there seemed to be a balance of 0.64 fils on the card. Due to oversight I missed clearing this amount. Recently, I received a message from the bank that I have to pay 0.64 fils on the card.

When I enquired with the bank, they said that if there is Dh1 balance, I would still be charged Dh189 as late payment fees. 

I would like to highlight the way the bank is treating me with this unwarranted charge. For me it does not make sense how I could pay 0.64 fils through a machine or at a branch of the bank. They could directly debit my account; I am holding an account with ADCB.
This seems to be another way of charging money. Can Gulf News please help me tackle this issue with the bank?

From Mr Raviraj Dev
Dubai

The management of ADCB responds:
Thank you for your email, we appreciate your contact regarding this matter.
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 +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.

All complainants are advised 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 closed now.

Mr Dev responds:
I received a call from ADCB and they said the charges are reversed on my card. Thank you Gulf News for the intervention and help in the matter.

Charge on damaged card
I have been using my Emirates NBD card since 2002 with a clean payment record. Frequent use has apparently damaged the magnetic strip due to which my transactions are often declined. It is more of an embarrassment and an inconvenience to pay cash.
The bank charges Dh20 for a replacement, which is unfair as the card has not been damaged for any fault on my part. My request is to have this charge waived as a matter of principle, as I have a clean record and the card not even lasting one year though despite having a two-year validity. Why should the customer be penalised for substandard quality of cards issued by a bank?

I trust Gulf News would take up the issue to benefit all such customers and stop this unfair charge.

From Mr Prem Noronha
Dubai

The management of Emirates NBD responds:
We are pleased to inform Gulf News that the concerned department contacted Mr Noronha and resolved his complaint. We would like to take this opportunity to thank Gulf News and the customer for providing us with your feedback and we regret the inconvenience caused. Many thanks for Gulf News continuous support and valued efforts.

Mr Noronha responds:
The speedy resolution was possible due to Gulf News intervention as it was impossible to make the people manning the desks at the bank understand that the real issue is the quality of the cards.

I would have gladly paid the charges if the card was damaged due to my fault.
It would also enhance the quality of their service if they would take the time to look into the customer’s profile and record before a refusal. Thanks once again.