Unwelcome charges
I am holding an Abu Dhabi Commercial Bank (ADCB) Simply Life card. Just a month before I applied for and received the card, I used a Balance Transfer facility for another card, amounting to Dh4,800 for nine months, with an interest rate of 0.38 per cent per month.
I need to repay five per cent continuously, and in the ninth month, have to pay the remaining in full. When I asked the customer service agent, they told me everything was the same as ADCB. But unfortunately, I was shocked to notice they had charged me a minimum amount of Dh594.45 (Dh551.57 + Dh42.88), which was calculated along with credit shield, which I had already cancelled. Now, they are telling me that I hadn’t logged any request to cancel credit shield.
Soon after, I went to my home country for an emergency. Due to this, I was unable to pay on the due date, on the 14th. I paid Dh560 on the 17th. But on the 18th, Dh34.45 was debited from my bank account. When I asked customer service for clarification, they informed it would be debited back to my account in order to clear my due amount. Since there were no standing instructions to debit from my account, even if they want to debit it, why can’t they do so on my due date? Because of this, the bank has charged me Dh300 as late payment fees. When I discussed this with the customer service agents, they were not responding in a proper way. I need Gulf News’ help.
From Mr Mubarak Ahmad
Abu Dhabi
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.
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. While we cannot comment on specific customer cases, we do take finding a solution for our customers very seriously and approach every situation with the best interest of the customer in mind.
With reference to Mr Ahmad’s issue, please be advised that our Quality Unit has investigated the matter and confirmed that customer was rightly charged for his credit card late payment and the credit shield insurance facility as per the bank’s policy. However, both charges were reversed on October 21, through our call centre, as a service gesture from the bank. Customer was contacted and informed of the resolution. Case is closed.
We continually urge all customers to contact our Service Quality Unit 24/7 by phone, email or web, should they need any further clarification regarding their issues.
We would like to thank you for bringing this issue to our attention and hence giving us the opportunity to further our servicing to our valued customers.
Mr Ahmad responds:
Thank you Gulf News for your kind efforts. ADCB has resolved my problem.
(Process initiation: October 22. Response from organisation: November 8. Process completion: November 17.)
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