Paying for fraud transaction

I would like to raise a complaint with Dubai First, for a fraud transaction amount, paid through my credit card. There were two transactions done from my credit card of $2,000 (Dh7,346) each, on February 16, by a merchant and place that was unknown to me. I immediately blocked the card. After that, two transactions were tried again — for $2,000 and $500 (Dh1,836) — that were declined, as the card had been blocked.

I filed a dispute for that on February 19 and now Dubai First is saying I would have to pay, otherwise they will add interest charges. If the case is under dispute, why should they add charges if they are taking three months to solve it? Moreover, the Central Bank had made it mandatory to replace all cards with ones that have microchips and pin codes, to enhance security. Dubai First don’t seem to have a secure system for their cards — I have no chip and pin, nor any one-time passwords (OTP) for online transactions.

This is a matter of $4,000 (nearly Dh15,000). How can I pay if I have not made any such transactions? My salary is not that much.

From Mr Manish Kumar Ludhani


The management of Dubai First responds:

Thank you for bringing this issue to our notice.

At Dubai First, we are committed to provide the best of service to our card members and protect their interests. The standard investigation time for fraudulent transactions committed overseas takes up to 120 days.

In this case, the customer was advised to continue making payments on his card as the outcome of the investigation is unknown at the time of filing the dispute and to avoid incurring any charges on the outstanding on the card. The same was communicated and explained to the customer as well.

We’re happy to inform that the investigation on this case has been completed ahead of time in the customer’s favour and the customer has been kept aware of the same.

Mr Ludhani responds:

Yes, I got a call from Dubai First that the case has been resolved in my favour. Thanks a lot for the valuable help and time.

(Process initiation: April 27. Response from organisation: April 30. Reader response: April 30.)

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