Outdated credit report
I would like to raise an issue with regards to a financial institution (Dunia Finance) for not properly updating my clearance report at Al Etihad Credit Bureau. Due to this, I am facing problems when applying for a loan.
I had a credit card worth Dh10,000 and it gradually increased to Dh100,000 from Dunia Finance — it was closed on February 3.
After this, I had to pay above Dh100 for a clearance letter. And after eight months of closing the card, the finance company has still not updated the closure details in the Bureau. Due to this, I was unable to apply for personal loan, as the card still reflects in my account, as per the Bureau. The bank, where my salary is transferred, has rejected my application.
When I contacted the call centre, I was informed that a complaint had been registered and would be resolved in 48 hours. But after three days, the issue was not cleared. Again, I called the call centre, and this time, the response was completely different. After explaining to the staff, I received a shocking answer — that it would take 45 days to update the process. The staff member told me to wait for the process to be completed, or else, they would update me in 45 days.
I called them for a third time and insisted on speaking with the manager, but I was informed it is still under process and there was no confirmation date for completion.
Then, I got a letter on October 11, mentioning that the issue would be updated in seven working days. But after checking on October 24 with the Bureau, I was informed the card was still active.
I have contacted the finance company more than five times, but they are saying that they have done their part. So why it is still reflecting in the Credit Bureau?
The contact centre executive stated that they have a new process, which has been implemented for updating the Bureau, so that’s the reason it’s late.
Does it take eight long months to update data from the credit card company? Why did Dunia Finance not update the details for eight months with the Bureau and why does the customer have to follow up when issues like these arise?
I had indeed missed making a few payments on time and during that time, the Dunia Finance agent would make threatening calls, urging me to pay. Now that payment is done, why has Dunia Finance not done their part of the process?
I request Gulf News to look into this and provide me a solution for the issue.
From Mr Ramesh Sivakumar
Dubai
The management of Dunia Finance responds:
Thank you for sharing our customer Mr Sivakumar’s query with us.
We are writing to confirm that the matter has already been resolved satisfactorily. As you are aware, we are unable to disclose specific resolution details with your publication, for regulatory reasons of confidentiality regarding any account related information of the customer or any account holder with Dunia Finance. We trust this closes and satisfactorily resolves the matter.
Mr Sivakumar responds:
I would like to thank Gulf News for the intervention and helping me to solve this matter.
I received a call from the representative, stating that the finance company had sent the issue to the Bureau and they have received a reply from the Bureau as ‘file received for update’. I would like to stress the point that I had received a similar letter from their Customer unit head on the 11th of the month, to check for the update after seven working days. But when I checked on 24th (12 days later) the Bureau still informed me that my card was active and that the bank would have to submit my data once again. Now that they have submitted the data again on October 25, I can confirm with the finance company only after the Bureau confirms with me, as there is a possibility that the Bureau can still say the information has not been updated.
I asked the staff why my card details were not updated in the Bureau for eight long months, to which, she told me that this system was in place from 2015 onwards. However, I closed my card on February 3, 2015, and it should have been updated a long time ago. Good thing, I still have the clearance letter.
The fist time I called the finance company was on October 7 regarding this issue. Now, it’s October 27. It’s been almost 20 days and I have yet to get a confirmation.
I have called many times as mentioned earlier, but no customer executive was ready to even apologise for such a long delay, which is wrong from their end.
I can confirm with the company only when I get updates from the Bureau that it has been updated.
I would like Gulf News to please help me. I again thank the newspaper for standing by me in this difficult task.
Dunia Finance responds:
We have contacted Mr Sivakumar once again and would like to confirm that the matter has been resolved. As you are aware, we are unable to disclose specific resolution details in the interest of protecting and maintaining the confidentiality of our customers’ personal and account-related information. You could, however, contact Mr Sivakumar directly if required and seek his feedback to close the matter at your end.
We trust this closes and satisfactorily resolves the matter.
Mr Sivakumar responds:
Once again, I thank Gulf News for the intervention in this issue; that’s the reason the case has been resolved quickly. I can confirm that Dunia has updated the details of my card closure in the Bureau and the Bureau has also informed me that the case is now closed and updated from their end. I again wish to thank Gulf News for helping me in this issue. My friendly advice to readers is, when closing an account, please ensure you check if all updates are done by both parties. Otherwise, they may face a similar situation like mine, after a few months.
(Process initiation: October 25. Response from organisation: October 27. Process completion: November 4.)
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.
