I took a quick cash loan with Citibank for which, I had been regularly paying Dh260 ever month, inclusive of interest. I then opted to end the loan in March 2017, and called the bank to find out the total closure amount so that I could deposit it.

One of their representatives told me that the total amount outstanding on my card was Dh3,210 by February 18, with the early closure penalty and total interest. I deposited the amount on the same day at a Citibank deposit machine. I still have the receipt. However, I got a text message from the bank, stating that I would need to pay a total outstanding of Dh258, which is due on my card.

I followed up with the bank to resolve the issue, but they have been giving me vague responses that the representative did not add the current month’s due amount, which is a disappointing answer, as I had repeatedly asked her to give me the total amount due.

A few days later, a representative from the bank told me that they are checking the issue and would get back to me soon. There has been no response from the bank since, and I followed up with them to get a solution.

I then got a text message on March 30 that I would have to pay a minimum of Dh100 to avoid a penalty. I tried calling the bank to resolve the issue again, but no solution was offered. Finally, I paid the minimum amount to avoid a penalty on April 1, which was the due date. I got a call from a representative within a couple of hours, saying that they could not find the audio clippings of my earlier call.

Is it not a rule that all voice conversations are recorded for future referrals? It is not a matter of paying Dh258 extra. Why did the bank give me incorrect information?

From Mr Mohammad Shalabi

Dubai

The management of Citibank responds:

Please note that our customer was contacted on April 16, 2017. His concerns have been addressed and as a gesture of goodwill, we have reversed the interest charges billed on the customer’s April 2017 statement.

(Process initiation: April 16. Response from organisation: May 3. Process completion: May 17.)

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