I am using Dubai First’s credit card for the past 4 to 5 months and always paying on time, with a clean and clear credit history. On April 8, I received a message from my bank that Dubai First presented Dh50,000 (my total credit limit), and I was shocked as I never miss a single payment. I tried to call customer service but they did not have sufficient reason. I went to their Bur Dubai office and they said they would arrange a meeting with the collection department as this case was a new experience for them. All they have said till now is that one of my colleagues complained against his credit card and from then they had a doubt on my company, that this company was going to be closed soon. That is why they sent my cheque for clearance. How can this assumption be a justification to get me into legal trouble? Kindly look into this matter as they damaged my credit history without any reason. I am expecting a prompt response from Dubai First.

From Mr Qasim Ghufran

Sharjah

The management of Dubai First responds:

At Dubai First, we are committed to provide the best of service to our card members and protect their interests. We’ve been in constant touch with Mr Ghufran and have offered him a workable solution. We’re pleased to inform you that the customer is satisfied with the resolution adopted.

We appreciate Gulf News for highlighting this issue to us. Thank you.

Mr Ghufran responds: I appreciate Gulf News’s efforts and intention. Dubai First have asked me to submit a new cheque of the same amount but the only problem is they are not agreeing to return my old cheque. If I submit the new cheque and if the bank presented the old or new cheques wrongly then I will have the same problem again. What is my assurance?

Dubai First responds: Thank you for forwarding Mr Ghufran’s reply. Due to audit and compliance requirements Dubai First retains the documents submitted by customers. However, we have sought exception approvals to accommodate Mr Ghufran’s request and will be returning the old cheque to the customer. This has been communicated to Mr Ghufran and he is satisfied with the resolution.

(Process initiation: June 7. Response from organisation: June 10. Process completion: July 30.)

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.