Unnecessary charges

The Rakbank call centre called us on June 3 and their promotional service package was on for the month. I got my credit card statement for June, with a charge of Dh59. So on June 16, I requested the bank’s call centre to stop the offer and reverse the charges. I wrote to the bank and as the primary credit card was my husband’s, they would not entertain my request to stop such an offer. This was ridiculous as both of us are joint account holders in the same bank and it was not a withdrawal of thousands or millions of dirhams.

I argued that even in the US or India, requests from spouses (joint account holders) are accepted and entertained. My two personal visits to the bank didn’t help me much, as the customer service manager argued with me that as per the call centre, the matter was closed.

When the monthly offer was withdrawn within a few days, why couldn’t the amount be reversed, as no service was given to us? It might be a negligible amount but there should be a certain principle while charging customers.

I am confident that through this platform, I will get back the due amount of unnecessary charges from Rakbank.

From Ms Jennifer Noel Mascarenhas, Dubai

Mr Ian Hodges, Head of Personal Banking — Rakbank, responds:

Thank you for giving us an opportunity to justify our stance on the issues raised by Ms Mascarenhas, Rakbank customer, in respect of her spouse’s Rakbank Credit Card.

Mr Mascarenhas was enrolled for RAKValue on his Credit Card after his consent was obtained over the telephone on June 1. As per the call records, our staff had informed him about the features of the service, chargeable at Dh59 per month.

A SMS was also sent to Mr Mascarenhas’ registered mobile number confirming enrolment to the service. The customer was de-enrolled from the service based on the telephonic request placed with the bank, dated June 15.

Subsequently, the customer raised concerns he had been enrolled with RAKValue without his consent and requested for reversal of the said charges. He was advised of our inability to reverse the charges in view of his consent to the service.

Post receipt of Gulf News’ email, we have been informed that Mr Mascarenhas is currently overseas. Hence, Mrs Mascarenhas has been informed that he can contact us at his convenience if he has any further queries on the matter.

We will be glad to provide any further qualification as required.

Ms Mascarenhas responds:

My questions to Rakbank on this issue were simple:

• What services has the bank given to us for those 15 days that justify the Dh59 charge for the month?

• Are the charges levied before the services rendered and never to be reversed?

The representative did not provide adequate reasons to the above questions and quickly ended the conversation, saying that my husband should call him (he is the primary account holder for the credit card, but I am the primary or joint account holder with Rakbank ).

As my husband will only be back in a few days, he will be calling the bank to close the matter. So I prefer to have this issue still open for discussion.

We are not satisfied with the bank for refusing to budge on a charge of Dh59 (a petty amount). Many don’t have the time to follow up on such levies and just accept the charges. But we stand for the principle of the charges being levied without any service provided.

Mr Hodges responds:

Mr Mascarenhas has contacted us regarding his concerns and the details have been clarified to him once again. He has also been informed that a third party cannot contact the bank to place requests in regards to his Personal Credit Card.

We have informed Mr Mascarenhas that the charge of Dh59 will be reversed to his Card as an exceptional service gesture to bring the matter to a close.

Ms Mascarenhas responds:

Thank you. We have got the credit as desired.

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.