I would like to seek a resolution for a complaint through Gulf News. My issue has not been resolved since more than two months. I have an Emirates NBD Master Platinum credit card, which has the privilege of free lounge access for myself, my wife and two children (both are below 12 years of age).

My wife and children were travelling to India on June 1, 2015, and they accessed the lounge in Dubai International Airport’s Terminal 3. Later on, I was surprised to learn that the bank had charged me for this access.

I logged a complaint through the toll-free number provided in the card on June 3 and have been following up to this date. Till now, there has been no resolution. I have called them at least six to eight times in the past two months, only to be told that it is under process and I would have to wait.

Honestly speaking, it’s not about the money (Dh192.95 only).

It’s the fact that Emirates NBD promised me this privilege, and seem to have gone back on their word.

I hope Gulf News can help me settle this issue.

From Mr Biju Mohan, Sharjah

The management of Emirates NBD responds:

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

Also, we wish to clarify that the Lounge Key facility is free for the cardholder of the captioned credit card only. As per the communication provided in the welcome pack Features and Benefits booklet, on the Emirates NBD website as well as on the Lounge Key website mobile application, any additional guests are charged as per the schedule of service charges. Hence, the charges levied on Mr Mohan’s credit card were valid.

Considering that there has been a miscommunication between the customer and the sales agent, and also as a service gesture and a token of appreciation for his relationship with the Bank, we have arranged to reverse the Lounge facility charges, which will reflect in Mr Mohan’s next credit card statement.

Moreover, we wish to assure you that necessary feedback was provided to the sales agent in order to avoid any such recurrence in future.

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 Mohan responds:

Yes, indeed, Emirates NBD personnel have contacted me and the amount has been reversed.

(Process initiation: September 15. Response from organisation: September 21. Reader confirmation: October 4.)

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.