Where’s my money?

I am writing to Gulf News about a major concern that I have recently had with the National Bank of Abu Dhabi (NBAD). On April 3, I received three text messages from NBAD, notifying me of three separate transactions that were being performed via my debit card. I immediately received a call from NBAD asking whether I had authorised these transactions. My immediate response was: “No, I did not authorise the transactions.”

The operator from the call centre said they would immediately block the card and that I must visit my branch to fill out some forms with my passport, so that the payment does not go through.

On Sunday, April 5, I went to NBAD and was told that I need not worry, as the transactions were frozen and wouldn’t be released. I still questioned the bank representative about this, as I was told by the call centre on April 3 that certain forms had to be filled out. I was assured that all was in order and so, left the bank.

The following day, I checked my account online only to find that the illegal transactions had been released to the unauthorised merchant. I immediately called NBAD about this and was told that I would have to go back to the branch and fill out a dispute form. By this stage, I was livid.

Once again, I made a trip to NBAD and questioned the representative as to why were these funds were released to the unauthorised merchant when I was assured that the funds were frozen and that I had nothing to worry about. I was told that it was the bank’s obligation to release the money, even though I had clearly stated to the call centre immediately that I did not authorise the transactions. I was also told that it would take up to 90 days to get my money back. I filled out the dispute form and left the bank extremely angry.

The total amount hacked out of my account was Dh8,075.36. I find it unacceptable that NBAD released these funds to an illegal merchant when I specifically told the call centre that I did not authorise these transactions.

I would like to know if Gulf News can assist with this case.

From Mr Richard Hoops


The management of NBAD responds:

Thank you for your constant cooperation and communication with us in the endeavour to best serve our customers and resolve their issues. We are pleased to inform Gulf News that we have contacted Mr Hoops and resolved the complaint to his satisfaction.

Thank you once again for your continuous support and valued efforts.

Mr Hoops responds:

Yes, thank you kindly for the assistance — my complaint has been resolved with NBAD. The money has been paid back into my account. I am glad that this has been resolved and appreciate Gulf News being able to intervene.

(Process initiation: April 28. Response from organisation: April 30. Reader confirmation: May 3.)

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.