Readers’ issues addressed

Expired credit card
I have been using Mashreq’s credit card for more than three years. In December 2010, I cancelled my visa from a Sharjah company and went to India. Since January 2011, my cousin in Dubai paid the minimum payment every month until I came back to the UAE in October 2011. Everything was fine.
My card expired in March 2011 when I was in India. Upon returning, I called Mashreq to get my card reactivated. They said: “Sir, we have sent you a new card already. Since you were not here, the card was returned to Mashreq, and as per the new rule we cannot re-send the card. The only thing you can do now is to please settle the dues completely and the card will automatically be cancelled. Then you have to apply for a new one.”
Is this fair? I have seen Gulf News help people in such cases, therefore I request Gulf News to look into this matter.
From Mr Rajeev Sreedharan
Ajman

The management of Mashreq responds:
We would like to thank Gulf News for sharing Mr Rajeev Sreedharan’s letter.
We have initiated an investigation and it reveals that Mr Sreedharan travelled out of the UAE in December 2010 and returned in October 2011. While Mr Sreedharan arranged for monthly payments to be made against his Mashreq credit card, the card expiry was due in March 2011 and we had arranged for a new card to be delivered to him but it was returned to the bank as undelivered, as he was not reachable.
As per bank policy, we are unable to reinstate the card, as the customer was out of the country at the time we dispatched the new card. The same has been communicated to Mr Sreedharan. We would like to thank Gulf News for seeking clarification.

Mr Sreedharan responds:
Even though the bank’s reply did not favour me, Gulf News’ prompt action regarding this matter is appreciated.

Customer service
I spoke to Abu Dhabi Commercial Bank’s (ADCB) customer service executive on October 18 on the toll free number 8002030. The previous month, ADCB sent me my statement two days late and they charged interest on the outstanding amount.
I explained to the customer service executive that it was not my fault, as I received my statement late so why should I pay the interest and finance charges? He was extremely rude on the phone and at times told me a straight “no” that the charges would not be reversed. When I asked to speak to someone senior, instead of treating my request, he said that even a senior representative would tell me the same thing. He also said that the bank will never refund finance charges.
He told me that I should call the bank and ask when they will send me the statement. I deposit my money in a bank to get a service from the bank. Why should I have to call them up and ask them to send my statement?
On two occasions, he mentioned the amount of Dh5 as the finance charges, probably to make me realise the money involved is a very small amount. I do not mind paying anything as far as the amount is justified.
Had he behaved a little less rudely I would have also complied. But trying to make me realise my responsibility of calling the bank and asking for the statement is very bad customer service.
I would like to ask Gulf News to assist in this matter as I would like a senior representative to liaise with me. I have placed a complaint with ADCB as well and I am awaiting their reply.
Thank you for your help.
From Mr Kunal Bhatia
Dubai

The management of ADCB responds:
We appreciate Gulf News’ contact regarding this matter. Please be advised that our customers are important to us and to enable problem solving for them, we have devoted a Service Quality Unit that handles all customers’ issues and complaints. Our customers are free to contact us on the Toll Free number on 800 2030; or call collect +97126210090 from outside the UAE; or they can visit our website (www.adcb.com) from where they will be able to log their complaints, commendation or suggestions.
Please advise your readers/complainants to contact us through these available channels.
Please note that the issue has been investigated and resolved. The customer has been contacted and informed of our feedback and the case is closed now.

Editor’s note: If you have similar consumer complaints and wish to raise them with the newspaper, write to us via email at readers@gulfnews.com