Why the fee?

Thank you Gulf News, for this platform where we can raise our concerns and complaints. I have had two credit cards (Mastercard and Visa) from National Bank of Abu Dhabi (NBAD) for many years and have always been prompt in settling all my outstanding dues well before my due date.

In the statement that was generated on November 22, 2015, the total payment due on my Visa card was Dh29,223.28 and I paid 29,300. Likewise, on my Mastercard, a total outstanding of Dh26,028.71 was due and I paid Dh26,030.

Despite the payments, I was charged a total interest of Dh2,444.64 on the Mastercard as well as a total over limit fee of Dh500 over the course of the next two statements; and Dh2,846.70 as interest on my Visa card with a total over limit fee of Dh500 over the course of the next two statements.

I have tried to resolve this issue with the customer service of NBAD, however have failed to do so. I question the calculation of charging me such a horrendous amount of interest when I paid the outstanding amount. Also, why the over limit fee, when I did not even go over the limit that they had assigned to me?

This has caused me undue stress and I have had to pay interest when I already cleared the outstanding fees. I would appreciate if Gulf News can take this matter up with NBAD.

From Mr Othman Ghani

Dubai

The management of NBAD responds:

We have investigated Mr Ghani’s complaint and are pleased to share the following feedback. Mr Othman’s November 2015 credit cards payments had a due date of December 17, 2015, which were duly settled in full on December 20, which unfortunately, is three days after the official due date. Therefore, these legitimate finance charges and over limit fees were applied.

On reviewing Mr Ghani’s good payment history, we have made a gesture of goodwill, and the finance charges for December 2015 and January 2016 for his Master credit card have been considered to be reversed and one over limit fee on his Visa credit card is to be reversed.

Mr Ghani has been contacted and has confirmed his satisfaction with our resolution.

Thank you once again for forwarding the complaint to us. Our customers experience is very important to us and we are thankful for the opportunity to respond.

Mr Ghani responds:

NBAD did contact me and agreed to partially waive the charges. Although the solution is not the ideal one, I have decided to accept it and move on.

(Process initiation: April 22. Response from organisation: April 24. Reader confirmation: April 28. Process completion: April 28)

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.