Reader raises the issue of not receiving her debit card, despite placing a request. The bank helps resolve the issue. Image Credit: Supplied

I am writing to share my issue regarding a First Abu Dhabi Bank (FAB) credit card that I have had since 2014. FAB has always been extremely generous in increasing my limits and offering me cash or loans on the limits I have, which has been helpful at times.

Recently, I received a monthly statement with billed finance charges. Upon calling customer care and raising a complaint, I was informed that there was a delay in payment.

This was a shock to me, as I have auto payment set up and there were sufficient funds in the debit account, which has been working fine for several years. The direct debit goes through on the 29th of every month but for December 2017, the debit took place on December 31, 2017, and I was charged billed finance charges on January 8, 2018.

When I reminded them about the auto payment, FAB told me that there was delay from the debit bank. Upon asking that bank, they informed that the direct debit had been setup from FAB and no payments were delayed or returned. And as per the records, the payment was requested and processed only on the December 31, 2017.

Furthermore, FAB asked me to bring proof from the other bank or the Central Bank, about the technical issue, to further discuss my concerns.

Now, I have the following concerns with FAB:

1) Why can’t FAB provide me proof of delay or returned transaction, if any?

2) If the payment didn’t go through the first time, why did FAB process it again after two days? Usually, if the request is returned for any reason, the process must not recur automatically in two days, instead the billed charges must be added in the next billing and deducted at the next due date.

3) After setting up an auto payment with FAB, why are we, as customers, asked by FAB to bring proof from debit banks or Central Bank? Isn’t it FAB’s responsibility to clarify the situation to the customers and find a solution?

I hope my concerns will be considered by Gulf News and be of help and guidance to others in similar situation.

From Mr Syed Liyaqat H. Razvi

Dubai

The management of FAB responds:

FAB supports the growth ambitions of its stakeholders and goes beyond financial products and services, and as such, we are grateful for all customer feedback as we strive to consistently deliver the highest standards of service. The bank has been in contact with the customer and the matter has been resolved.

Mr Razvi responds:

Yes, the issue has now been resolved. Thank you Gulf News, for the support.

(Process initiation: February 17. Response from organisation: February 26. Process completion: March 2.)

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.