Fraud transaction
I have been using a Barclays Edge Card for more than a year. Last year, Abu Dhabi Islamic Bank (ADIB) took over the responsibility from Barclays and my payments were made monthly without any hassles. However, I decided to cancel the card before the first week of August, when I was due to complete the second year. I did not want to incur an annual fee for a card, which I was using only occasionally.
I called the bank and confirmed my cancellation, for which, I was offered a reference number. As I had some balance points, I was advised to use the free points before the first week of August and the cancellation would automatically go through at the due date during the first week.
However, on August 13, I received a message from ADIB that an amount of SAR30,100 (Saudi riyal) or Dh29,479 was approved for a transaction in Jeddah, Saudi Arabia. I called the bank the following day and spoke with their agent.
However, as I expressed my discontent, the representative’s colleague called me the following morning and advised me that I should swipe the card for a small amount in Dubai for ADIB to show the merchant in Jeddah that the credit card user is in fact in Dubai. As I had already cancelled the card, I questioned the solution offered. The agent reassured me that this was the quickest solution as the merchant in Jeddah had still not claimed the money. As advised, I did that and was reassured that the matter would be sorted the following day internally, for which I did not have to worry.
Despite following their advice, I received a text message on September 16 from ADIB that the balance amount of SAR30,100 must be paid. Annoyed, I called the bank and was advised once again to issue a complaint, and was given a reference number assuring me that they would call in two working days. Even after 12 days, despite my persistent calls, the customer service professional kept mentioning that a reminder email has been sent to the concerned department and concerned professional.
How can any customer rely on a bank that authorises payment made fraudulently in another country by means of a credit card, which had been cancelled by the customer? I had cancelled the card by the end of July, at which time, I had cut all ties with the service provider. As a customer, why should I be wasting my time and energy for a major error made inadvertently by ADIB?
Furthermore, following this mishap, these series of miscommunications by staff is disgraceful. I have not heard from ADIB over the last 12 days.
I would appreciate if Gulf News could kindly look into the matter. If the bank solves the matter internally, it can gain its credibility and save considerable time, money and energy.
From Mr Soney Krishna
Dubai
The management of ADIB responds:
We have contacted the customer and resolved the issue regarding fraudulent transaction.
The complaint stands closed at our end and the customer is satisfied.
Synopsis:
Customer assumed that he requested for a card cancellation, however there was no request received by the bank. The card was used for a fraudulent transaction in Saudi Arabia and the same has been refunded to the customer based on the dispute form submitted. He has now requested for card cancellation.
Mr Krishna responds: Gulf News’ intervention has helped much more than I initially expected. I have submitted the dispute forms and sent them scanned copies of my passport to prove that I have never been to Saudi Arabia. Verbally, I have been assured that the matter has been sorted by the department dealing with cases related to fraud. Subsequently, I was advised to cancel the card, which I have pursued. I am awaiting a call from the bank to confirm that the card is cancelled. Once confirmed that the card has been cancelled, I can say that I am satisfied. Thank you for the follow up. Much appreciated.
(Process initiation: September 28. Response from organisation: September 30. Reader confirmation: October 1.)
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