I had availed a loan from Mashreq Bank. I was offered a package including one Samsung Tab, one credit card (free for life) and overdraft facility of up to Dh5,000 (which I never used) all free of charge and without any hidden costs.

Recently, I settled the entire outstanding amount and requested for account closure.

Then I received a phone call from the bank to pay Dh250 to close my account, the amount being the fee for my overdraft facility, which literally was free of charge, according to the bank agent.

To my surprise, when I went to the bank and asked what those charges were for in my statement, they said I was charged Dh200 for overdraft facility and Dh50 for the electronic device, which I will have to pay for the next 19 months on a monthly basis, before closing my account.

When they gave me the Tab as part of the offer, I was told it is completely free of charge.

Please help me resolve this issue with Mashreq.

From Mr Khan Sair Ullah, Dubai

The management of Mashreq Bank responds:

Thank you for sharing the customer complaint with us for our investigation and feedback.

Our investigation finding on the complaint as below.

Mr Sair Ullah availed the Mashreq Max bundled package in October 2013, comprising of loan, salary transfer account, credit card and revolving over draft. The terms and conditions duly signed agreed by Mr Sair Ullah were to actively serve 24 months on all products. In case any product was pre-settled within 24 months, a monthly fee of Dh50 will be charged on account of the complimentary Samsung Tablet received by him.

Mr Sair Ullah pre-settled his loan in October 2014, therefore Dh50 was levied on his account and will continue for the next 11 months.

However, as a gesture of goodwill and purely on exceptional basis we are reversing the revolving over draft fee and the interest charged on his account. The credit card Mr Sair Ullah holds from Mashreq is free for life.

Now, to close his current account, Mr Sair Ullah needs to deposit Dh550 (50*11 months) into his account for the Samsung Tab device.

The reversals will be processed by end of day.

We truly appreciate the service that Gulf News offers its readers in resolving their issues. Thank you once again for reaching out to us for clarification.

Mr Khan responds:

I received a copy of the contract that I had signed and I was told that the Tab (which I got as free at the time of availing loan) was free of cost and will be free even if I am going to do the early settlement.

When I saw the contract, I was surprised to see that a blank cheque that I signed on, was later on filled with an amount of Dh134,000 while my total loan amount was only Dh70,000.

I was given free overdraft facility for which, I was initially charged Dh200. Later, it was reversed, but again I received an SMS that in March, my account will be debited for the overdraft charges.

Kindly look into the matter and give some space to my genuine concerns.

Mashreq responds:

I am pleased to confirm that the amount disputed by Mr Sair Ullah has been waived purely on exceptional basis and his account closure request is under process.

The customer was contacted and informed of the same and is very satisfied with the quick resolve.

Mr Khan responds:

Thank you very much Gulf News for the continued cooperation. At last, they reversed all my charges and promised to close my account shortly. I really appreciate the assistance.

(Process initiation: November 30. Response from organisation: December 3. Process completion: April 5)

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