I am facing a problem with RAKBANK’s credit payment. I lost my job in July 2014. I had a credit card when I was employed in my previous company. Ever since I lost my job over six months ago, I tried to use credit shield, as I had paid for it for so many months. However, it was not approved. I need support regarding this and want to know what’s the purpose of paying for credit shield every month if it cannot help at a time of necessity? I lost my job since they didn’t have any future projects in my company. I submitted all the necessary documents, but RAKBANK still cannot help me out.
From Mr Mohammad Sameem S. Sahab Al Deen, Dubai
Mr Ian Hodges, Head of Retail Banking, RAKBANK, responds: Thank you for giving us an opportunity to justify our stance on the issues raised by Mr Sahab Al Deen.
The concerns raised by Mr Sahab Al Deen have been reviewed and we note that a RAKBANK Amal Credit Card was issued to him in September 2013, with a limit of Dh9,000, based on his employment. The customer raised a claim for Credit Shield (Takaful) after loss of this job; however, since he found new employment, the request was not processed by the Takaful Provider as per the Credit Card agreement. We understand that Mr Sahab Al Deen found a new job but was terminated while in probation, rendering his Credit Shield (Takaful) claim negligible under the Card Agreement.
This information was communicated to Mr Sahab Al Deen prior to receipt of Gulf News’ email, and he promised he would make payment of the outstanding at the earliest.
We have tried to reach Mr Sahab Al Deen to clarify our stance on the matter, however he remains out of touch. On a best effort basis, the Bank will request the Takaful Provider to review Mr Sahab Al Deen’s claim, however, this is subject to their approval and we will communicate the outcome directly to the costumer.
We will be glad to provide any further clarification as required.
Mr Sahab Al Deen responds: I really do appreciate the support.
I was not terminated within six months, once the card was issued. I was terminated in my new job after a year. What is the use of paying credit shield for more than a year if I cannot claim it? That’s my point. I can get new offers at any time and the employer did not terminate me because of bad conduct — he terminated me because he didn’t have any more projects. I already shared the termination mail with RAKBANK. But they cannot help me because they won’t bother.
Their credit department is telling me that they will block my card and they are not helping in this situation.
Mr Ian Hodges, Head of Retail Banking, RAKBANK, responds: Please note that Mr Sahab Al Deen submitted his termination notice dated July 21, 2014, and the employment contract along with the Credit Shield claim in July 2014. The employment contract stated the date of joining being March 1, 2015, and the probation period being six months.
We reiterate that the customer’s Credit Shield claim (Takaful) was not eligible as per our Card Agreement, since he was terminated whilst in probation.
We will be glad to provide any further clarification as required.
(Process initiation: February 11. Response from organisation: February 16. Process completion: April 23.)
