Over limit fee

This is regarding the over limit charges on my National Bank of Abu Dhabi (NBAD) Classic credit card, which I have been receiving continuously since December 2015. During my first complaint regarding unfair charges, the bank approved [the reversal] but it took almost 30 days to credit it back. However, I have been charged again with another over limit fee [in the following month]. When contacted, the bank’s customer care personnel admitted it was a technical problem due to the delay in reversal of December charges.

Then, I raised my second and third complaints against over limit fees, which were pending for almost a month. Meanwhile, their executive provided false information regarding the approval of the reversal. I contacted NBAD’s toll free number 8002211 but no one responded accurately. I raised a complaint against the customer care executive and supervisor for not responding. I then received a call from their complaints team, and after listening to my call recordings, they admitted their mistake and offered an apology. I request NBAD to check all recorded conversations and note that the complaints team never responds quickly; complaints get closed without informing the customer.

From Mr Mujtaba Ahmad Mohammad


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 Mohammad’s complaint and below is our feedback.

Mr Mohammad has had a credit card with NBAD since March 2015. In June 2015 he utilised the full limit on the card and since there was no balance to cover the interest charges he was due for an Over Limit Fees on the statement date. He contacted us and requested to waive the over limit fees and promised to keep sufficient balance to avoid these charges in the future. As a service gesture, we waived the fees and explained in detail how he could avoid these charges in future.

Mr Mohammad failed to maintain sufficient balance from November 2015 till date. We have been in touch with him for all the complaints lodged and each time, the complaints were closed after confirming his satisfaction. We have again contacted Mr Mohammad to address all his concerns and have resolved the matter amicably.

Thank you once again, for forwarding the complaint to us. Our customers’ experience is very important to us, so we are thankful for the opportunity to respond.

Mr Mohammad responds:

Thank you Gulf News for forwarding my complaint to NBAD management, due to which my complaint got resolved on a high priority basis. They received approvals for the reversal of over limit charges for January, February and March 2016.

(Process initiation: February 29. Response from organisation: March 3. Reader response: March 4.)

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.