I own a credit card from Emirates NBD and they charged me an amount, which does not appear in my statement. When I called the bank, they assured me it would be reverted within seven days, which didn’t happen. I even raised a request number with them, but nothing happened.

As time went by, I received my statement but the amount was not reverted. I need help as the bank is completely neglecting the matter and the call centre agents keep telling me I will be contacted, but no one ever responds.

From Mr Irfan Mohammad Iqbal


The management of Emirates NBD responds:

We are pleased to inform you that our Group Customer Experience team provided Mr Iqbal with the necessary clarifications and the matter has been resolved to his satisfaction.

Upon investigating the customer’s request, we have found that by the due date, he made a partial payment towards the total amount due. Therefore, Billed Finance Charges (BFC) were applied on his Credit Card. These BFC were billed partially in November 2017 and the remaining reflected in the December 2017 statement. Based on our findings, the BFC are applicable.

We would like to reiterate our commitment to providing superior service to our customers and thank you for your continuous support in providing us with the opportunity to resolve their issues.

(Process initiation: February 17, 2018. Response from organisation: February 20, 2018. Process completion: February 24, 2018.)

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