I would like to seek your help with regards to my problem with Dubai First. I used to have a credit card with the said company from 2014 to 2015. Then, when I paid the full balance for my credit card, I asked for cancellation of the card. Since 2015, I have also sent them two faxes and asked for cancellation over the phone. Yet, they did not cancel the said credit card in my name. I lost the card, but still have the credit card number from my previous transactions. I did not have the card with me since 2015 to date, but whenever I checked with their customer service department, they told me that my account was still active, with no outstanding balance. I went to the Dubai First office on August 30 to fill a form for final cancellation. After 15-20 days, I received a call again, asking me if I wanted to cancel my card. I said ‘yes’. They asked me to wait for another three days then they would call again because I was asking for a clearance letter from them. I was on vacation from September to October when they called me, asking if I indeed requested for cancellation. I said ‘yes’, but I asked them: What if I changed my mind? How many days would I have to wait for them to send a new card. They said it would only take three to five days. I was just trying to test them, because I had been asking for card cancellation for over two years, yet issuing a new card only took three to five days. I told them I would be coming back to the UAE and I would call them to let them know whether I ask for the card to be re-issued or for a final cancellation. When I arrived in the UAE on October 27, they said they had already mailed the card to me, without my knowledge. I told them that when they had called me I was on vacation and had told them that I would decide whether I wanted to cancel or request for the card to be re-issued. They gave me a tracking number so that I could call Aramex. They told me they sent the card back to the sender because I was out of reach. That was because I was on vacation when they mailed the card without my knowledge and approval. So, I called the customer service to check if they could send me the card again, just to be safe. They said they would call after three days, but to no avail. Then I received a message that I have to pay a minimum of Dh100. I called customer service and asked why I was receiving such a message and they said it is for the annual fee. I contested and refused to pay. I told them, how can they charge me with annual fees without the card and I had already asked for cancellation many times? They asked me to wait for a call that I would get after three days once again but I did not receive any call. I then called customer service to verify what the status of my card was. I then found out that they charged me with late payment and annual fees for Dh481 and they had blocked my name in the UAE credit bureau without any legal basis. I am asking for your kind assistance and help to resolve my problem.

From Mr Tom Alegre Villas

Abu Dhabi

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. Mr Tom Villas has been contacted and his concern has been addressed immediately. The issue has been resolved to his satisfaction. We thank you for bringing this to our attention.

The reader responds:

I would to thank each and every one for giving me a space to place my concern with regard to my credit card issue that I had been trying to cancel for the past two years. I personally went to their office yesterday in Dubai and they accommodated me to finally have my credit card cancelled and handed over a clearance letter stating that I had no liability whatsoever on the said credit card company.

Once again, I would like to send my deepest appreciation for highlighting my concern.

(Process initiation: November 21. Response from organisation: November 26. Confirmation from reader November 27. Process completion: November 28.)

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