Please help me raise my issue with the management of ADCB. It is unjustifiable that the over limit I have on my credit card, got charges of Dh275 plus VAT.

I have a fixed credit limit and my understanding was that as soon as I exceed the limit, my transaction will either be declined or I will receive a warning or alert via a text message from the bank, notifying that I am over the limit and if I continue, I would be charged Dh275 plus VAT. But sadly I didn’t receive anything.

From Mr Jobt Bongat


The management of ADCB responds:

Thank you for your cooperation and communication with us in the endeavour to best serve our customers and resolve their issues.

Customer satisfaction is at the very top of our agenda, which is why we have an established Service Quality Unit that is dedicated to handling all customer enquiries and complaints. While we cannot comment on specific customer cases, we do take finding a solution for our customers very seriously and approach every situation with the best interest of the customer in mind.

With reference to Mr Bongat’s issue, please be advised that our Service Quality Unit has investigated the matter and confirmed that the customer was charged over limit fees (OLF) on May 23, 2018. Since the customer was unaware that his card went over limit and he made the payment on May 26, the Bank will refund the OLF as a service gesture. Customer is informed of the same and the case is closed accordingly.

We continually urge all customers to contact our Service Quality Unit 24/7 by phone, email or web, should they need any further clarification regarding their issues.

We would like to thank you for bringing this issue to our attention and hence giving us the opportunity to further our servicing to our valued customers.

Mr Bongat responds:

Thank you Gulf News, for being a big help to me and to all customers. ADCB told me that they are going to return the said amount for over limit charges.

(Process initiation: June 5. Response from organisation: June 7. Reader Confirmation: June 10.)

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.