I want to bring to Gulf News’ notice an eight-month long dispute that I am pursuing with Abu Dhabi Islamic Bank (ADIB). I request for help in resolving this issue.

During April 2016, I received text messages for multiple transactions on my credit card, ranging from EUR1 to EUR1,100 (Dh4,290). A week later, when I realised that the amounts were getting charged, I immediately informed the bank and cancelled my card. ADIB reverted with a dispute form after two follow-ups (eight days) on May 10, 2016, and I reverted with all details the next day.

The bank said it would revert by June 30, 2016, but when I called customer services again, they had no update.

Later, I was travelling and starting receiving nonstop calls on my Dubai number. When I answered, I was told that my payments, due immediately, were outstanding. After struggling a lot on the phone, I told them that I would visit the bank upon my return.

Upon returning, I have visited ADIB twice now, but there has been no response. Only a few words to lodge a complaint once again, and for follow-ups. Meanwhile, after getting completely harassed by calls and threats, I paid the minimum amounts twice, hoping they would finally resolve this issue and credit it back.

Finally, I decided to visit the collections team in Deira, Dubai, where I met a person who listened to my story and who told me that he would revert in two days. It has been more than a week now, with no response.

I request Gulf News to help me resolve this dispute with ADIB.

From Mr Mohammad Uzman Ejaz

Dubai

The management of ADIB responds:

Thank you for bringing this to our attention.

With regards to Mr Ejaz’s case, the customer’s card was used during the period April 16 until 29, 2016, for 29 transactions carried in EUR currency. As we put customer’s security at the highest priority, the customer was immediately alerted on the transactions but the bank did not receive a response nor a report from the customer. He later approached us in May 2016, and that was when the card was blocked and a dispute raised.

However, these transactions were made under a secured mode, which means customer-specific details were used, therefore the acquiring bank is unable to reverse the transactions. We urge all customers to keep their banking details safe and secure, and promptly report any suspicious transactions to the bank.

The customer was contacted, and this was explained to him. Once again, thank you for bringing this to our attention.

Mr Ejaz responds:

Could I ask for Gulf News’ help in following up with ADIB management please? The reason is, I was told they would revert in 10 days but it has been more than a month since I have received any call from them. If I follow up on their customer care number they say they do not have any update on this issue.

ADIB responds:

Please note that we have already contacted the customer and shared with him the final update on January 25, 2017. We have informed him that we have attempted to claim these transactions once again, based on good faith, however this was once again rejected by the acquiring bank since these were legitimately made, as they were authenticated on the customer’s card.

(Process initiation: December 18, 2016. Response from the company: December 21, 2016. Process completion: January 30, 2017.)

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.