Why do I have charges on my credit card?

I would like to ask Gulf News for assistance regarding Dubai First credit card. I really can’t comprehend why they are charging me finance charges even though I have a negative balance on my credit card.

I paid the entire outstanding amount in my credit card on June 18, 2015, at UAE Exchange Centre, at Mall of the Emirates. But in my July statement, Dh11 was charge as finance charges. All outstanding balance was settled on June 18, and no purchases had been made since then. Actually, I have a negative balance, since I paid Dh4,150 at UAE Exchange Centre, because the actual total outstanding balance was only Dh4,147.32.

So, I called up the bank’s call centre, and in the progress of my conversation with the agent, and to my surprise, I was informed about another piece of bad news. Dh249 was charged to me as late payment fee for the Dh11 outstanding balance in my credit card, which was not supposed to be there in the first place. I asked the call centre agent where to place a formal complaint, and she told me that I don’t have a valid complaint. This is unbelievable and unreasonable.

This credit card was offered as a free-for-life card, which I think was false. In my previous billing, there were many items that appeared unfamiliar — such as late payment fees, billed deferred finance charges and finance charges. Even so, I promptly settled/paid the outstanding balance to avoid such charges. Gulf News’ utmost help is needed to settle this issue.

From Mr Emelio Napa

Dubai

The management of Dubai First responds:

At Dubai First, we are committed to provide the best of service to our card members and protect their interests. The customer has been contacted and we have explained about the details of the charges, owing to not clearing the entire outstanding amount. Mr Napa has agreed to clear the remaining outstanding and as a goodwill gesture we have offered to reverse the late payment penalty charges. The customer is satisfied with the resolution of his complaint. Thank you for bringing this to our attention.

Mr Napa responds:

Gulf News’ prompt action towards this matter helped a lot. I am so grateful and satisfied with the way this matter was handled. Thank you very much.

(Process initiation: July 23. Response from organisation: July 23. Reader confirmation: July 23.)

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.