Credit card cancellation

I have a Platinum credit card from Emirates Islamic Bank. After completing full due payment, I had a deduction of Dh226.9 from my current account for the purpose of credit card payment, in the month of December 2017. In January 2018, they deducted Dh155.22. I called the customer service hotline for a justification, but they didn’t give me any clear reason as to why this was happening. When I asked to cancel my card, they asked me to pay Dh73. I paid them, so that I could cancel the card somehow. Then, they called me after a few days and told me that I have some reward points. I needed to first finish the amount of Dh300 from my reward points and only then would they move on with the cancellation. They told me that in order to get this Dh300, I needed to wait for a few days. After a few days, I called the customer service and got the information that from the Dh300 they deducted about Dh210 as annual fees. After so many conversations, they told me that they would return the total amount above Dh800, if I agreed to get a card, which was free for life. In order to solve the issue, I agreed to it. But they called and told me about some new offer on my current card and said I would have to use the card this month itsel, to activate the offer. When I asked about my cashback and another free-for-life card, they seemed to not know anything about it.

I am totally confused by their information and approach. I want to cancel this card, because they are deducting money from my account without any reason. I need someone to help me. I don’t know what to do.

From Ms Rachel Joseph


The management of Emirates Islamic Bank responds:

Our Customer Experience team has been in touch with Ms Joseph and we are happy to report that the issue has been resolved to her satisfaction. We would like to take this opportunity to reiterate that customer experience remains our key commitment at Emirates Islamic.

(Process initiation: March 22. Response from organisation: March 23. Process completion: May 30.)