I have an ongoing issue with Union National Bank (UNB). My family and I are not customers of the bank, however, our son was presented with a gift card issued by the bank. In the confusion of packing and shifting our residence, the card was mislaid and was forgotten for some time.
However, recently, we came across the card again and called the bank’s phone banking number to ask if we could still redeem it, as it was past its validity date. We were then told that we would have to visit a branch in order to get the card revalidated and there would be a Dh25 administrative charge.
We visited the Jumeirah Beach Road branch in Dubai last week and the officer that we first spoke with, told us that we couldn’t redeem the card once it had passed its validity. When we disputed this and told him that we had been advised differently by the phone banking agent, he made a couple of calls and then told us that it could be sorted out after all. He then sent us to the teller’s counter to fill out a form. We were given a new gift card and asked to write a letter asking the bank to transfer the unused credit from the expired card to the new card, which we did. Then, we were told that someone would contact us in a few days.
A few days later, we were called and advised that we would not get any refund on the expired card and that the amount had gone towards the profits of the bank. Does the bank really have the right to take people’s money in this fashion?
If, indeed, there is a such a stipulation laid out in its terms and conditions, why is it that the bank’s own staff were unaware and unable to give clear and proper advice? Although the amount involved is by no means huge, I demand that the bank explain the actions and decisions of its staff, and pay us what it owes us as a matter of principle.
From Ms Colleen D’Souza
Dubai
Editor’s note:
The complaint was forwarded to Union National Bank for comments. However, despite repeated reminders, the management of UNB did not respond.
(Process initiation: April 27. Process completion: May 25.)
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.
