I have been using my First Gulf Bank credit card since November 13, 2013. I always paid my minimum due amount on time and my card limit was set to Dh18.000. On May 25, I recieved my statement and found that I have to pay Dh1761.68 including my annual membership fee of Dh500. As I started using the card on November 13, 2013, I haven’t even completed one year, yet they charged an annual membership fee on May 25, 2014. I contacted the customer service and the representative told me that if I compromise on my reward points, they will deduct my annual membership fee with my points. As I had no other choice, I agreed to it thinking the problem would be solved. Then I found out that I need to pay Dh2448 as an over-limit fee, which I was not aware of.

As per the statement, I was asked to pay Dh1761.68 including the annual fee. Yet, after deducting that amount, they asked me to pay Dh2448. I sent several emails asking for a clarification and a reversed statement. Whenever I follow up, different representatives attend my call and every time, I am forced to start telling my story from the beginning to make them understand. I lost my patience and went to the their branch in Mirdif and there as well, no one was able to clarify the issue to me and refered me to the call centre again saying that they are the only ones that can respond to credit card issues. So, I paid the due amount in order to avoid more complications. Kindly help me.

From Mr Jasir Seddiqi

Dubai

The management of First Gulf Bank responds: FGB is committed to providing the best possible service to our customers and we value their feedback. We have looked into the matter and explained to Mr Seddiqi that his credit card was opened in May 2013. As his card is not ‘free for life’, the customer was charged an annual fee the following year, in May 2014. To help Mr Seddiqi avoid the charge, the bank recommended using his reward points against the amount, which the customer agreed to. With regards to Mr Seddiqi’s statements, his payment and the reversal of the annual fee took place after the generation of the credit card statement for that month. Interest charges and the annual fee caused the customer to go over his total credit limit of Dh18.l000, incurring an over-limit fee. As a gesture of goodwill, we have reversed the over-limit charge and the customer is satisfied with the resolution.

(Process initiation: July 25. Response from organisation: August 10.)

Unauthorised transactions

Recently, while on a trip to Bali, Indonesia, I unknowingly mislaid my Emirates NBD Visa Debit card at roughly 16:45 UTC, May 17, 2014. Within 3 hours, I was alerted to a series of six unauthorised transactions on my current account, via text message. The transactions were as follows:

1. ATM withdrawal: Dh414.22 (Batu Belig2 TAGDPS, Denpasar)

2. ATM withdrawal: Dh414.22 (Batu Belig2 TAGDPS, Denpasar)

3. ATM withdrawal: Dh414.22 (Batu Belig2 TAGDPS, Denpasar)

4. ATM withdrawal: Dh414.22 (Batu Belig2 TAGDPS, Denpasar)

5. Purchase: Dh9,199.01 (Opik-Ho, Surabaya)

6. Purchase: Dh3,413.17 (Restaurant Ketupat, Badung)

Total unauthorised debits: Dh14,269.06

I immediately contacted my bank to alert them to the unauthorised transactions, and to cancel my card with immediate effect. I also raised a transaction dispute against the series of transactions, with a view to a follow up conversation regarding the dispute investigation upon my return to UAE, May 20.

I received no feedback or information (in relation to the status of my dispute) during my first and second follow up conversations with Emirates NBD, upon my return to UAE. During the third conversation with the team on June 28, I was advised that a letter had been dispatched to me, to confirm the dispute had been closed. This letter allegedly confirms that all transactions were verified by chip and pin. They then went on to state that all liability lies with the cardholder, as per the terms and conditions of the Customer account (I have never actually received this letter of dispute).

First, I am struggling with the authenticity of the investigations surrounding this dispute. Emirates NBD manage corporate relationships on behalf of their customers with 1) Central Bank of UAE 2) Visa and 3) with the International Banks. I would expect that my Bank, the institution which supposedly holds and ‘Protects’ my finances, would represent me in leading a comprehensive approach to the investigation, to ensure a fair outcome for the customer.

Second, I am unclear how the ‘Region’s leading Bank’, Emirates NBD, has not managed to detect this series of six irregular transactions across the Indonesian islands, before raising some sort of alert.

For my bank to claim zero liability in this instance, seems extremely unfair and completely unaligned with what claims to be a ‘socially responsible’ institution. As a customer with the bank, and a resident of the UAE, I have been a victim of a crime. For my local bank to witness, and authorise this crime, is extremely unnerving.

I need to understand 1) why this series of fraudulent transactions were released from my account to someone else? 2) How was this authorised? I believe Emirates NBD should be liable for the full amount as my financial institution.

From Mr Brendan Walsh

Dubai

The management of Emirates NBD responds:

We are pleased to inform you that our cards team were in touch with Mr Walsh since May 27, 2014 and has provided him with necessary clarifications pertaining to the disputed transactions.

We wish to confirm that our Group Customer Experience team looked into Mr Walsh concerns and assisted him with the unauthorised transactions that took place in his account. The transactions are pin based; hence they are valid as these were done prior to the card being reported lost by the customer.

As per the Terms and Conditions of the Debit Card account, the liability of transactions prior to reporting loss of card to the Bank rests with the cardholder and the customer will remain liable for transactions over lost/stolen card.

We would like to thank you for your continuous support in offering us the opportunity to further assist our valued customers.

Mr Walsh responds:

In my opinion, the Bank has not offered any further clarification to me on the whereabouts of the money that has disappeared from my account, or how this happened. I do not feel like that they took my claims seriously, nor that I was treated with any empathy. I no longer feel that my finances are safe and secure with Emirates NBD.

I hope that one day you do publish this letter, so that readers can take whatever precautions are necessary to protect their finances. I have had an extremely negative experience, and now I am paying the price.

Emirates NBD responds:

We would like to thank you for your follow up and request to further investigate this issue. In this regard, and following our email dated July 22, 2014, we would like to confirm that we have no further comments.

Many thanks for your continuous support and valued efforts.

(Process initiation: July 3. Response from organisation: July 22. Process completion: August 4.)

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.