Over the limit

I am writing with regard to the default charges that have been applied to my credit card account of Abu Dhabi Commercial Bank (ADCB). I have a limit of Dh6,000. But last month, the bank gave me more credit, of Dh90, without my knowledge.

I received a statement in April and was shocked to see that the bank had placed a fine of Dh225 for that Dh90 overlimit. There was no notification from the bank that I could use the overlimit and that a service charge would be applicable for it.

I called the customer service centre and reported the matter to the agent. They told me that even for Dh1, there is a service charge of Dh225 from the bank. However, when I took the card, nobody informed me about this rule.

If the amount due exceeds the maximum limit, the card should automatically cut off at this point. I never requested the bank for any overlimit facility. It’s not fair for the bank to treat their customers like this.

Through ADCB’s website, I tried to register a complaint, but received an error. I tried more than 15 times and kept getting the same error message. Then, I tried to contact the bank management by e-mail, which is available on the website. However, nobody has responded to me yet.

I thought I could get some guidance or help from Gulf News in this regard.

From Mr Sanju Joyce Peter, Dubai

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.

It is important to note that 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.

All ADCB customers can contact this unit 24/7 on 800 2030; or call collect +97126210090 from outside UAE; alternatively they can visit our website (www.adcb.com) from where they will be able to log their complaints, recommendations or suggestions.

Please be advised that we have directly communicated our feedback to the customer and this case has been closed from our end.

Mr Peter responds:

I got a call from the bank and they promised that they would reverse the fine, which had been charged. Thanks for the support.

(Process initiation: May 3. Response from organisation: May 8. Reader confirmation: May 8.)

Random charge

I received a charge on my bill for an amount of Dh97.40, stating that it is a charge transferred from another account. I checked with the etisalat business centre and was told that it was from the purchase of an iPhone handset package 2011, which I had cancelled. I informed them that I did not use the Sim card and had cut it the same day and paid the cancellation fee. Yet they say that it’s the charge due for one month. Why tell me this now? Shouldn’t the cancellation fee of Dh300 have covered that already? I didn’t even use the Sim card nor did I activate it. I hope that Gulf News can help me with this matter.

From Mr Richard Bueno, Dubai

The management of etisalat responds:

Kindly note that the customer issue was solved.

Mr Bueno responds:

I confirm that the complaint has been resolved.

(Process initiation: March 2. Response from organisation: March 26. Process completion: May 18)

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