Credit card cancellation

I have a Go4it Gold credit card from Emirates NBD. I requested to cancel the card and paid the full outstanding amount. The bank’s call centre executive told me to pay Dh120 more for cancellation without any justification. I paid at that moment, through online banking. Then he told me to pay Dh250 again as closing fee. I didn’t know what I was paying Dh250 for. They said it was a portfolio charge. They needed five working days to cancel the card along with the reason for cancellation. Finally, I was forced to say that I wanted to leave the country. Only then did they allow me to cancel the card. Otherwise, they were offering me a new card with an improved plan. All I want is to close this card.

From Mr Praveen Karunakaran


The management of Emirates NBD responds:

We are pleased to inform you that our Group Customer Experience team has been in touch with Mr Karunakaran and provided him with the necessary clarifications related to his concerns.

We would also like to note that Mr Karunakaran has used his online banking service to perform the captioned transaction and the instalment plan foreclosure fees are clearly displayed once the customer selects the link for converting a payment into an instalment plan under the respective transaction on his online banking service. Furthermore, the details for transaction conversions and the link, which indicates the ‘Terms & Conditions’ are also displayed in both languages – Arabic and English.

Mr Karunakaran has been informed accordingly and has accepted these charges. Moreover, the customer has requested for his credit card to be cancelled and this was also executed on September 22, 2015.

We would like to reiterate our commitment to providing superior service to our customers and thank you for your continuous support in providing us with the opportunity to resolve their issues.

Mr Karunakaran responds:

Thank you for great support from Gulf News. The issue was resolved but I didn’t get any confirmation from them on the cancellation. Once again, thank you.

(Process initiation: September 14. Response from organisation: September 29. Reader confirmation: September 29.)

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