EMI scheme issues faced by reader

EMI scheme issue

I made a purchase on my credit card for approximately Dh10,000 in August, 2015. Within 24 hours of making this purchase, I received a call from Emirates NBD stating that I could convert the amount to an equated monthly instalment (EMI) plan for a year. I did not want it for a year and requested for it be converted to a three-month EMI.

I was told that a three-month option was not available in the zero per cent EMI offer and that I would have to take it for a full 12 months. Since it was at zero per cent interest, I agreed.

I was shocked when I received a message showing the full amount due, as I had not budgeted for that, based on the fact that I was told the amount would be split into 12 instalments. I called the bank numerous times and all I got was a run-around from one department to the next.

In my last call, the person I spoke to said that someone would be calling me to sort this out and that a service request had been opened. I agreed to wait for the callback and was surprised to find that within a few minutes of ending the call, I received a message stating the service request had been marked as resolved. The callback never came after that.

I request Gulf News to intervene so this can be sorted out at the earliest.

From Mr Brette Mascarenhas

Dubai

The management of Emirates NBD responds:

We are pleased to inform you that our Group Customer Experience team provided Mr Mascarenhas with the necessary clarifications and the matter has been resolved.

We wish to clarify that Mr Mascarenhas was initially contacted by the Bank on September 2, 2015, and was offered to convert the total outstanding balance of his credit card to an Installment Payment Plan (IPP) with an interest option and not on a zero per cent plan as stated by the customer.

The total outstanding balance included a down payment for a new car from “Trading Enterprises” and as per our records, the customer has agreed to accept the offer of converting this total outstanding balance of his credit card to an IPP with an interest option on 12 November, 2015.

As a service gesture and a token of our appreciation for his relationship with the bank, we offered Mr Mascarenhas a zero per cent IPP as per our Automobile Campaign, which has a processing fee. He accepted the offer and we are currently in touch with him to address any further concerns that he might have.

We would like to reiterate our commitment to providing superior service to our customers and thank you for your continuous support in providing us with the opportunity to resolve their issues.

(Process initiation: November 23. Response from organisation: December 9. Process completion: December 10.)