Extra charges on credit card

I have a dispute with the National Bank of Abu Dhabi (NBAD). I am facing a huge challenge with regards to the equated monthly instalment (EMI) on my credit card. I received charges of Dh4,605 and Dh3,912 — a total of Dh8,517 — on my card because of an error by the bank.

I have converted my children’s school fee payment into Easy Payment Plan (EPP) and the details are:

On October 17, 2015, a charge of Dh4,605 for school fee.

On October 17, 2015, a charge of Dh3,912 for school fee.

On October 19, 2015, a charge of Dh4,605 for school fee.

On October 19, 2015, a charge of Dh3,912 for school fee.

But, to my surprise, I received a statement on December 11, 2015, stating there were six transactions converted into EPP, whereas in reality, I have converted only four until November 2015. I raised this with NBAD’s customer service immediately.

In December 2015, again, I converted my children’s school fee payment into EPP and the details are:

On December 16, 2015, a charge of Dh4,605 for school fee.

On December 16, 2015, a charge of Dh3,912 for school fee.

When I received my next statement on January 11, 2016, there were eight transactions shown as EPP conversion, but actually, it should have been only six. I raised this matter with customer service again on January 31, and as per the representative, it was a mistake and would be rectified in the next statement.

Unfortunately, in the February statement, NBAD had cancelled two EPPs belonging to the December 2015 transactions and indirectly added into the debits to be paid by March 7, 2016.

When I lodged a complaint, I received a call from the bank, but unfortunately the representative kept on saying the charges from the bank were correct.

I went to the Dubai Mall NBAD branch and lodged a complaint with the customer services department on March 17, 2016. After three days, I received a call from one of the NBAD representatives, saying the charges in the statement were correct. At their branch, I asked the representative to clear the dispute and until then, there should not be any financial charges for the disputed amount. But, again, there was a Dh398.95 financial charge slapped on my March statement. Until now, I haven’t received any calls from their representative regarding this meeting, even after repeated reminders sent to them through emails.

As such, I am unnecessarily paying an excess amount of Dh8,517 due to an error somewhere. I request Gulf News to look into the issue to get a clear picture.

From Mr Ravi Arul


The management of NBAD responds:

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

We have investigated Mr Arul’s complaint and below is our feedback.

Mr Arul requested us to convert six transactions made through his credit card into zero per cent Easy Payment Plan in December 2015. Due to an error, two additional Easy Payment Plans (EPP) were booked on the card. The transactions were rectified and reflected on the statement in February 2016. We had contacted Mr Arul several times to explain and clarify his doubts and have again reached out to him and clarified. The matter has been resolved to Mr Arul’s satisfaction.

Thank you once again for forwarding the complaint to us. Our Customers Experience is very important to us and we are thankful for the opportunity to respond.

Mr Arul responds:

Yes, the issue has been cleared. Many thanks for the support in getting this resolved.

(Process initiation: May 10. Response from organisation: May 15. Reader confirmation: May 16.)