Not in the clear
I have a Visa Gold card from National Bank of Abu Dhabi (NBAD) and have already settled the outstanding amount in their branch in Buhaira Corniche, Sharjah. The time of cancellation was 9.42am on March 26. I requested for all my outstanding and paid in full, according to the information received from their customer service representatives at the branch.
Since I thought there was no outstanding remaining on my Visa Gold card, on May 27, I tried to check whether my card had been cancelled or not.
It was a surprise to me that my card still had an outstanding amount, because:
1. I had an overlimit charge during the time of cancellation, and the bank didn’t inform me about it.
2. I had late payment fees, because of this charge, which no one informed me about, until I called them to check on my card.
Based on this, I lodged a complaint, and they insisted that I had to pay if I wanted to cancel this card. I refused the charge, because this was not my mistake and told them I had paid according to the information provided by their branch.
The series of communications with their complaints department did not satisfy me, and without any clear solution, they closed the case and insisted on me paying the outstanding amount.
I now request Gulf News to mediate in my case, and help resolve the problem.
From Mr Novi Sudiansyah
Sharjah
The management of NBAD responds:
Thank you for your constant cooperation and communication with us in the endeavour to best serve our customers and resolve their issues.
We have investigated Mr Sudiansyah’s complaint.
Mr Sudiansyah visited our Sharjah Branch on March 26 to cancel his credit card. The request was not processed as there was an outstanding amount on his credit card and due to nonpayment of the charges, arose due interest and late payment fees in his May and June 2015 statements. However, on reviewing the service levels he has experienced on this occasion, we will be reversing all the charges that were due on the credit card and will process his card cancellation request.
We have contacted Mr. Sudiansyah and have apologised to him for the inconvenience caused. We have also informed him to collect the credit balance on his credit card from the branch after his next statement dated July 11. All his concerns now stand positively resolved.
Thank you once again for your continuous support.
Mr Sudiansyah responds:
It is confirmed that the problem has been resolved and I would like to extend my appreciation to Gulf News and the management of NBAD for their efforts. Thank you so much.
(Process initiation: June 25. Response from organisation: June 29. Reader confirmation: July 1.)
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.
