Extra charge
My complaint is with regards to my experience using a credit card with Ajman Bank. As discussed during the application process with the sales person, the card featured a lifetime subscription for free and worldwide lounge access, which were later proven to be false.
Last month, I paid Dh10,000, which settled my all retail purchases when I received the statement. I was surprised to receive an SMS for a payment due. I still owed Dh277.31 for Credit Shield services, which I never opted for. Initially, when applying for the card, I informed them about this. Also, despite the complaints I made, they promised to call me back within 24 to 48 hours, which didn’t happen.
I regret the time I have wasted while recording my complaints with Ajman Bank, and I have now ended up with the decision of terminating the card. I would like to convey this to Ajman Bank, so they can reconsider practices being followed by their salespersons and the policy of enabling unwanted charged services without the consent of the cardholder.
From Mr Vipul Arora
Dubai
The management of Ajman Bank responds:
We retrieved the recorded call and found that the card was activated on October 5, 2014. The customer didn’t request to cancel his Credit Shield. The customer was aware about the total charges applied on the first statement on October 17, 2016 and he cleared his outstanding balance.
- On February 17, 2016, the customer got his monthly statement with the amount of Dh10,026.32 owing.
- On March 2, 2016, an amount of Dh10,000 was paid.
- On March 18, 2016, the customer requested to cancel the Credit Shield.
- On March 17, 2016, the customer was charged Dh250 and Dh0.99 for the Credit Shield and Dh26.32 for the pending amount for last month.
- On April 6, 2016, the customer paid his total outstanding amount of Dh300.
Mr Arora responds:
The bank needs to check their complete call records for my complaints. They also promised a customer callback, but nobody called. I have gotten this far with the help of Gulf News, which I really appreciate.
I paid Dh10,000 in one shot. I don’t know why they needed to add Dh26. I have paid Dh300.
I have also paid for their application error. They should call and remind me that I have extra charges, like other banks do. Why did I need to pay Dh300?
The management of Ajman Bank responds:
We have nothing further to add. The customer had been charged due to a delay in payment, which is a normal process for credit cards. If our previous investigation showed any defaults caused by us, the staff/system, we would gladly rectify the issue and reverse the deducted amount to the customer, but in his case, we followed the process step by step and it turned out that his claims are inaccurate. This has been proven.
(Process initiation: April 6. Response from organisation: April 13. Process completion: April 17.)
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