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I didn’t order this loan!

Reader had Dh3,712 removed from her account for a cheque and credit card she never requested

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Gulf News

I got an SMS notification from Emirates Islamic Bank (EIB) to settle my credit card dues. I thought it was just an error, because I did not apply for any credit card nor a loan. On May 1, I received another notification, so I decided to call, but I didn’t get a clear answer. I searched through the letters sent to me via courier and I was horrified to see the credit card and the cheque for Dh10,000.

On that same day, I went in their branch to return the cheque, but I was refused and was asked to pay the loan due, including the late penalty charge and insurance fees. I filed a complaint and kept on following up until I was told to wait until May 8. I went again in their branch on May 4, trying to return the cheque, but it wasn’t accepted.

Then on Sunday, May 7, I was debited Dh3,712 from my account without my consent. I immediately called EIB to clarify and I was told to wait for the results of the investigation.

Looking forward to Gulf News’ help and advice.

From Ms Heidi Pablo

Sharjah

The Emirates Islamic Bank responds:

Thank you for bringing Ms Pablo’s concerns to our attention. Our Customer Experience team has been in touch with her to resolve the matter. We have requested Ms Pablo close the cash on call facility availed by her, in order to reverse all charges and deductions. We are awaiting her response to proceed with the resolution.

We would like to take this opportunity to reiterate that Emirates Islamic is committed to providing the best customer experience to all our clients.

Ms Pablo responds:

Gulf News’ intervention has helped a lot, because they started to offer a resolution to my problem. However, with the options they gave me, it’s as if they are forcing me to use their credit card and their cheque, which I never wanted to use. I still did not get the money they took from me and please note that the unused cheque and unused credit card is still with me and I’m just waiting to get assurance from them.

They gave me the option to encash the Dh10,000 cheque and deposit the money in my account so I could get back my Dh3,712 then they will just take back the excess money Dh6,288. However this would mean I already agreed to use their loan, which I never requested in the first place. What is the assurance that they will take back the excess money? I ask them to give me an assurance, but they couldn’t.

The second option they provided is to surrender the Dh10,000 cheque to EIB and they will be the one to process it, however they are not sure when they will be able to return my money. I asked them to give me an assurance in the form of a letter, but they said this is not possible.

My request is just simple:

1) Return the Dh3,712 that was taken from my account either in cash or by crediting it back.

2) Cancel the unused cheque that they sent, because I never requested it, and I will never use it.

3) Cancel/close the credit card that they sent, because I never requested it as well.

4) Provide me a letter of clearance for the credit card and cheque loan, because I never used these facilities.

I told them that I am happy with the service that they have rendered me through my car loan until this event happened and now it has freaked me out when I talk to bank agents.

Their agent called me in February, offering a Dh10,000 loan with no interest and no miscellaneous charges (he said I just need to pay a Dh100 processing fee). This was the main reason why I rejected the offer – I was too scared and thought it was a scam aside from the other reason that I am already paying for a car loan.

It saddened me that the agent had to lie to convince the customers. After almost three months, I discovered on May 1 that I needed to pay loan dues. I immediately went to their branch, pleading to return the cheque and the credit card. I learnt that I already had penalty charges and insurance fees. I raised a complaint on May 1 and I have been following up every day. Yet on May 7, they took Dh3,712 from my account while the case was still being investigated. I was really traumatised with this incident.

The Emirates Islamic Bank responds:

Thank you for bringing Ms Pablo’s concerns to our attention and updating us on her response. Our Customer Experience team has been in touch with Ms Pablo and we have resolved the matter to her satisfaction. We can confirm that Ms Pablo’s Cash on Call facility has been cancelled on her request and we have reversed all related charges.

We would like to take this opportunity to reiterate that Emirates Islamic is committed to providing the best customer experience to all our clients.

Ms Pablo responds:

I just received my money and now the credit card cancellation is in process. Deeply thanking Gulf News for helping me to resolve this matter.

I also thank the bank’s customer service agent who helped me get my money back.

Thank you and God bless.

(Process initiation: May 18. Response from organisation: May 25. Reader Confirmation: June 8.)

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.

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