I hold a credit card from Abu Dhabi Commercial Bank (ADCB). I have had it over the past year and a half, and have never missed a payment on my card. As I was out of town and due to a miscommunication, I missed the due date by two days as the payment was due on March 7, and I paid it on March 9.
The issue is that I have a loan on my credit card, and the first instalment of Dh3,100 was due on March 7. As I tried to make the payment on March 5, I saw Dh3,100 was on hold in my account, and I assumed the amount would be directly debited. As I was out of town due to personal reasons, I was unable to contact the bank and check with them. When I checked my account on March 9, it was still not debited, so I made a full payment and on top of that, the bank also deducted an extra Dh3,100 and charged me late payment fees. So, I contacted the bank to make them understand my situation and as a first-time consideration, to reverse this late payment charge, but I did not receive a proper reply.
I request Gulf News to kindly look into my situation.
From Mr Pratik Poojary
Dubai
The management of ADCB responds:
Thank you for your cooperation and communication with us in the endeavour to best serve our customers and resolve their issues.
Customer satisfaction is at the very top of our agenda, which is why we have an established Service Quality Unit that is dedicated to handling all customer enquiries and complaints. While we cannot comment on specific customer cases, we do take finding a solution for our customers very seriously and approach every situation with the best interest of the customer in mind.
With reference to Mr Poojary’s issue, please be advised that our Service Quality Unit has investigated the matter and confirmed that the customer was rightly charged by ADCB as per policy, however as a good service gesture we are reversing the charges on an exceptional basis. The customer was not reachable on his mobile, therefore, an email of the solution was sent to him and the case is closed on our end.
We continually urge all customers to contact our Service Quality Unit 24/7 by phone, email or web, should they need any further clarification regarding their issues.
We would like to thank you for bringing this issue to our attention and hence, giving us the opportunity to further our servicing to our valued customers.
Mr Poojary responds:
Thank you Gulf News and ADCB for the assistance. The issue is now resolved. I appreciate the help from the bottom of my heart.
(Process initiation: March 22. Response from organisation: March 28. Reader confirmation: April 13.)
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.
