It is really bad when bank staff make a mistake, and customers struggle to correct it and the bank is showing a deaf ear.

I have a credit card with First Abu Dhabi Bank (FAB) as well as a bank account. The amount for the credit card is to be taken in full from the current account.

I received phone call on May 23 from the bank stating that my statement date has been changed to June 1, 2018. The payment was not taken from my account. Bank charged me a late payment fee of Dh275 and finance charge of Dh127.45

Why my statement date was changed? I have never requested this to be done.

I called the bank on May 23 and 29 stating: “Please make sure any outstanding amounts on my credit cards are deducted in full from my current account.”

This was previously agreed upon signing the credit card forms and previous phone calls with the staff while confirming the statement date would be first of June. Bank is still not reversing the charges and not responding to my complaint.

From Mr Essam Mahran

Ras Al Khaimah

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 Mr Mahran, and the matter has been resolved to the customer’s satisfaction.

Mr Mahran responds: Yes, the matter is resolved. Thank you Gulf News.

(Process initiation: July 11. Response from organisation: July 16. Reader confirmation: July 17)

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