Never a new update

In July 2015, I received five consecutive text messages, stating that my credit card had been used to purchase goods outside of the UAE. In just a matter of a few seconds, my available limit was used. I called Dubai First immediately to block my card and ask for their assistance and how to apply for a dispute claim. The bank told me that I can only file a complaint if the merchant claims the amount. So, I waited for two to three days to follow up.

They instructed me to print the online form and fill it out and so I did. I sent the necessary documents for the disputed claims. After that, I called them again, to ask how long I should wait to resolve my issue.

They informed me that it would take 60 to 120 days to resolve the case and informed me that I would need to pay the unauthorised amount and they would refund it if the case has been settled. At first, I was hesitant to pay the amount, but the customer service agent told me that it would create a bigger problem if I don’t pay, as the interest would accumulate. They gave me three instalments to pay the total amount. I agreed to the payment. They later told me they would refund the money. I called them frequently to follow up, as I wanted an update before travelling.

They informed me that there was no update yet, from the fraud department and they asked me to call at the end of October 2015. So I called them again at the said time, but they told me that there was no update yet.

The customer service agent asked me to call again at the end of November. So I did — I called to ask for an update and, as expected, they gave me an unacceptable reason — that there was no update yet from the fraud department. I even asked them if I could go to their office to resolve this matter, and they replied that it’s useless to go to their offices, as they would not entertain my request.

I’m very troubled and expected a better update from them. They informed me again to call after December 26. I called them and, of course, there was no update yet. I’m begging for Gulf News’ help to resolve this case. I want my money back.

From Ms Geraldine Guillen, Dubai

The management of Dubai First responds:

At Dubai First, we are committed to provide the best of service to our card members and protect their interests. The grievance of Ms Guillen has been addressed immediately and the issue has been resolved to her satisfaction. We thank you for bringing this to our attention.

(Process initiation: January 4, 2016. Response from organisation: January 7. Process completion: January 19.)

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.