Bank charges
I have been holding an ADCB credit card for a long time. I always make the payment by writing a cheque (except a few times). I have never failed to pay on time. I have never paid interest nor late payment charges till date. I paid Dh30,222 by cheque on April 28, 2011, at their Karama Branch, Dubai, against the April 10 statement. April 30 was the due date (in the past I have made payments by cheque, one day before the due date). I was rest assured that my payment was done.
The following month I did not receive the statement by post, but since I knew I had used the card for Dh300 only, I made a cash payment on May 28 of Dh300. I was shocked to receive the statement of June 10 in which I was charged a late payment fee of Dh189 and a finance charge of Dh80.88.
I called the ADCB call centre and was informed that this was carried from last month, because I was late in paying in April. I informed them that I have paid by cheque on April 28. I was asked to fax and e-mail the receipt to them, which I did immediately. I was asked to download the May 10 statement online, which I did, and I found I was charged a late payment fee of Dh189 and a finance charge Dh1,480.01 (the total amount comes to Dh1,938.89). Despite faxing and e-mailing them the receipt, they still said I was late. I told them to check my previous records to see if I have ever failed to pay. Moreover, I have made the payment in a similar fashion.
Now, if any of the ADCB staff were not quick enough to present my cheque for clearance, am I at fault? I spoke to the department concerned and asked them for a reversal, which they refused. I am surprised the bank does not realise the mistake of their staff. I cannot understand that if a client makes a mistake (even though I haven't) the bank is just waiting to charge the client and in case the bank makes any mistake they just apologise.
I hope by writing to Gulf News my hard-earned money will be reimbursed. Hence, I request you to please help me.
From Mr Rajesh Ramchandani
Dubai
The management of ADCB responds:
At the outset, please be advised that our customers are important to us and to enable problem solving for them, we have devoted a Service Quality Unit that handles all customers' issues and complaints. Our customers are free to contact us on the toll free number at 800 2030; or call collect +97126210090 from outside the UAE; or they can visit our website (www.adcb.com) from where they will be able to log their complaints, commendation or suggestions.
Please advise your readers/complainants to contact us through these available channels.
Regarding the case mentioned above, please be advised that the issue has been investigated and resolved up to the customer's satisfaction. The customer has been contacted and informed of our feedback and the case is now closed.
Mr Ramchandani responds:
Please note that they have reversed all the charges and I have written confirmation from the bank.
Thank you for all the efforts and help. You really did a good job and this was possible only because of Gulf News.
Editor's note: If you have any similar consumer complaints that you would like to raise with Gulf News, email us at readers@gulfnews.com
