I wish to place a complaint against Dunia for wrong charges on the credit card issued to me.

As per my last transaction, I had Dh112 as balance to use.

To my surprise, in August, I received a message asking me to settle Dh1,228 as minimum due on my card.

Now they are charging me interest for May 2016, September 2016 and December 2016.

Almost a year and there was no intimation from their end claiming any system error due to which the charges were not levied on my card.

I am a salaried professional and can’t afford to pay charges put up by Dunia time and again. The interest is high and at any time they levy interest and over limit fees on my card, which I am unable to keep a track of. Please help me sort out the issue with Dunia and I request to kindly get the charges reversed on my card.

Look forward to a favourable solution from Gulf News.

From Cynthia Corda

Dubai

The management of Dunia responds:

We assure you that for each such query received from you, we ensure that, where the query is indeed from a bona fide customer of ours, our senior team immediately reviews the case details on priority to help resolve the underlying issues(s), if any. We also ensure that a response is immediately sent to the customer with a resolution at the earliest. Our focus, in all such cases when a Dunia customer writes to you, is to comprehensively review the matter and provide a satisfactory response to ensure an early resolution.

Please consider this email as our formal confirmation, of our having already responded to your Gulf News reader with a comprehensive resolution, in case your reader is our Dunia customer. Please do understand that we need to ensure this confidential approach so as to be able to comply with our stringent internal governance standards on customer confidentiality and information security – as expected by our regulators and also by our customers, in line with global practice. 
We trust this closes and satisfactorily resolves the matter.


Ms Corda responds:

Dunia has just reversed the over limit fees of Dh325 and the other charges and interest pending for over a year charged to the credit card now are not reversed.

Due to their calculation errors if charges were not timely added is it my fault?


I am unable to really accept their way of handling the case.


Spokesperson of Dunia responded:

Please consider this email as our formal confirmation, of our having already responded to your Gulf News reader with a comprehensive resolution, in case your reader is our Dunia customer. Please do understand that we need to ensure this confidential approach so as to be able to comply with our stringent internal governance standards on customer confidentiality and information security – as expected by our regulators and also by our customers, in line with global practice. 
We trust this closes and satisfactorily resolves the matter.

Ms Corda responds:
Thank you so much for helping me get the issue sorted out with my Dunia card.

The community as a whole and people like me get the much needed help to get issues resolved with financial institutions.

My issue was resolved with Dunia and all thanks to you.

God bless you for the good work that you are doing.

(Process initiation: August 20. Response

from organisation: August 21. Reader confirmation:

August 23.)

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.