I have a credit card from Emirates NBD. In December 2017, I applied for a loan of Dh6,000 with instalments for six months, and there was a charge of Dh180 as processing fee. So the total outstanding was Dh6,180 at the time of processing my loan. The person who processed it informed me that all the other services, like credit shield and insurance, had been removed and he confirmed the same.

But in my first statement, I found an extra amount of Dh61.18. I informed the bank’s call centre and they said that in the next statement, they would reverse the amount.

But since the past four months, I have been calling them regarding the extra amount, which has still not been reversed. Each time, they say my issue has been solved. But when I ask for a clarification, they don’t have any idea about the issue and put me on hold for more than half an hour and again advise me to wait for my next statement.

Recently, I called them again and warned them that I would complain regarding the incorrect statement, but I haven’t received any call from them.

I know the difference in amount is not much, but I wonder why they informed me the issue was resolved, without reversing the amount. I urge everyone to be aware of such matters, and to check their statements every time.

From Mr Mohammad Rafique


The management of Emirates NBD responds:

We are pleased to inform you that our Group Customer Experience team has been in touch with Mr Rafique and the matter has been resolved.

We have offered Mr Rafique our sincere apologies for any inconvenience caused. Emirates NBD appreciates its customers’ feedback and will take every opportunity to further review and enhance any internal processes that require attention.

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.

Mr Rafique responds:

Thank you Gulf News, for the support and help to solve my issue. Yes, I received calls from Emirates NBD and they promised me to reverse the amount in my next statement.

(Process initiation: April 17. Response from organisation: April 23. Process completion: April 24.)

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.