Charged unnecessary fees
I would like to raise a complaint against Dubai First for not treating my requests and charging me annual fees unnecessarily.
My first issue was on April 21, when I made a request to the bank for the cancellation of my credit card, well prior to the billing date. On May 3, I got a call, and they confirmed that the annual charges had been waived off and it would be updated in the system within three working days. While giving the details to a loan agent, I came to know the reversal was not updated so I cancelled the loan request.
My second issue was when an agent offered me a loan, I was forced to give the card verification value (CVV) number for the activation of the card, even though my card had been active since 2013. When I insisted on not giving the CVV number, another agent called again for the same code.
Based on the above complaints, I got a call again from the bank on May 17 and 18. On the 19th, the bank said the issue was resolved and I would be updated within another three working days. I specifically asked the agent if I would need to pay or not, since the payment date was the 23rd. She said there was no need.
But I received an SMS on May 24 saying the payment was due and if it wasn’t made, it would be overdue. I called the customer service and raised a complaint. No action has been taken.
I hope Gulf News can resolve my complaint. It won’t only help to solve my problems, but it will help other readers and the bank to improve their services.
From Mr Renu Alex
Dubai
The management of Dubai First responds:
At Dubai First, we are committed to providing the best service to our card members and protect their interests. We had been in touch with Alex prior to Gulf News contacting Dubai First and Alex’s concern has been successfully addressed with a reversal of all charges. 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.
Mr Alex responds:
I am grateful for the valuable support in this issue. Gulf News’ intervention helped me a lot.
(Process initiation: June 3. Response from organisation: June 7. Reader confirmation: June 16.)
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.