Reader’s issue raised with bank

No closure

I need Gulf News’ assistance, as I have failed to get any response from RAKBANK.

This is with respect to an unauthorised charge of Dh4,198 against my credit card. I have not been successful in getting any solution to my verbal complaints which were done via RAKBANK’s call centre.

On May 20, while I was reviewing pending transactions on my RAKBANK mobile app, I discovered one transaction of Dh4,198 from a merchant in Dubai. I immediately called RAKBANK’s call centre and reported the unauthorised charge on my credit card.

A RAKBANK agent advised that I must dispute this transaction since I didn’t authorise it. I filled the dispute form, signed it and sent it to card disputes@rakbank.ae on June 6.

A day later, I received a call from their end confirming receipt of my dispute form and complaint. I was informed that I should receive a response or resolution within 45 days and that during this period, the unauthorised amount drawn against my credit card would be restored to my account to avoid any interest that may result. Regrettably and after nearly 80 days since I had lodged the official dispute form to the competent division at RAKBANK, no action has ben taken.

It is worth mentioning that during the past 80 days, I called their call centre several times to inquire about the status of resolving the case and recrediting my card with Dh4,198. I received a call from the Disputes Division seeking verification and confirmation that the said transaction wasn’t done by me. The caller also requested me to continue to be patient while the case was being investigated. To date, no action has been taken by the bank to my satisfaction.

I am sure you would appreciate my frustration with the bank’s non-action over such a lengthy period.

From Mr Sameh Farid

Abu Dhabi

Mr Ian Hodges, Head of Personal Banking at RAKBANK, responds:

Thank you for giving us an opportunity to justify our stance on the issues raised by Mr Farid.

The concerns raised by Mr Farid have been reviewed and we conclude that he had disputed a credit card transaction of May 2014. As per our findings, this was a valid transaction and the Bank does not hold any further rights to dispute the same. We have also received a confirmation from the Merchant about the delivery of the items purchased during this transaction.

Prior to receipt of Gulf News’ correspondence, this information was communicated to Mr Farid via our letter dated August 28. The customer was requested to take up the matter with the relevant authorities, and to apply for the Fraud Protection Insurance offered by MasterCard.

Our stance on the matter remains the same as communicated to him vide our letter.

We will be glad to provide any further clarification as required.

Mr Farid responds:

Thank you so much for helping me in this matter.

I categorically refute the claim that the transaction was authorised by me. If, however, the Bank still insists on their claim, they should furnish the evidence. I have now asked our legal advisor to handle the matter through the court system.

Mr Hodges, RAKBANK, responds:

As evident from Mr Farid’s correspondence, the matter has been referred by the customer to the UAE courts and in view of the same; we regret that RAKBANK will not be able to make any further comments on this forum.

Thank you for your understanding in the matter.

(Process initiation: September 23. Response from organisation: October 6. Process completion: October 9.)

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.