Last year, a representative from First Abu Dhabi Bank (FAB) gave me a call and offered me a credit card. He said this card was free for life. But after three months, I discovered it came with an annual charge of Dh1,500. I called customer service and explained the situation to them. They said that they were going to investigate this case and would call me back. I was waiting for their call, meanwhile the late payment charges arrived in my account for the amount of Dh312. After one week, they called me back and said that I had been informed about this charge and I would have to pay it. I agreed to pay and wanted to close the card to avoid further payments, but the collections department staff told me: “Madam, please don’t close your card, we will cancel your late fee payment and you can use it till next year.” So, I agreed to keep the card.

The next day, I paid Dh1,500 and forgot about the card; I never used it for even a single transaction. Suddenly, after one and a half months, I received an SMS from FAB that I owed Dh40 on my card. I was surprised and called the bank. They told me that they would check and call me back, but I never received a call. After I travelled abroad, I received an SMS from the bank that my charges amounted to Dh312.

On my return, I called the bank and the customer service representative took my complaint again and told me to expect a call within 48 hours. But nobody called me. I called the customer service again and informed them that I did not receive any call and that I will be travelling again for one month. They handed over my case to their collections department and told me for sure, within 24 hours, the collections department would get in touch with me to solve this issue. But nobody called me until I finally travelled. In one month, I received an SMS to pay Dh600 and Dh900.

Last week, I called the bank again. I was angry and disappointed with their unfair action and unprofessionalism. The customer service representative told me that he left an inquiry about my case, with a reversal of charges request, and asked me to call them back after three days. So I called them after four days, but they told me that my request was not approved and I have to pay at least Dh312.

I don’t understand why I have to pay. I told them that I will not pay even Dh1. After that, FAB sent me a message, stating that my account would be blacklisted and I would have issues with the Central Bank.

Please help me find out the truth in this case and avoid illegitimate charges from FAB.

From Ms Mariia Ziangirova


The management of FAB responds:

FAB supports the growth ambitions of its stakeholders and goes beyond financial products and services, and as such, we are grateful for all customer feedback as we strive to consistently deliver the highest standards of service. The bank has been in contact with Ms Ziangirova, and the matter has been resolved to the customer’s satisfaction.

From Ms Ziangirova responds:

I have no words to thank Gulf News in helping me to resolve the issue with the bank. The bank called me and resolved all my financial issues. Thanks a lot.

(Process initiation: October 19. Response from organisation: December 7. Reader confirmation: December 11.)

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