I have been using ADCB credit card for almost two years. I have an assigned credit limit and I have never exceeded the limit and my understanding was that as soon as I will exceed the limit, my transaction will either be declined or I will receive a warning or alert via SMS from the bank notifying the same.

However, this month when I received the credit card statement for the month of September I was surprised to see a charge of Dh225 for ‘over limit charge assessment’. I called the bank several times to raise this matter and that I never requested for this over limit, neither was I ever told about this option when I got the credit card and hence, I should not be charged for this. However, the representative mentioned that this charge is not reversible as per the bank’s policy. I requested to log a complaint to be assessed by their customer service team but I recieved the same response that this charge cannot be reversed at all no matter what the reasons.

Although, I will be paying this amount and do not hope to receive it back, I would appreciate it if this can be raised.

From Mr Adnan Badruddin

Abu Dhabi

The management of ADCB responds:

Thank you for your cooperation and communication with us in the endeavor to best serve our customers and resolve their issues. Customer satisfaction is at the very top of our agenda, which is why we have an established Service Quality Unit that is dedicated to handling all customer enquiries and complaints. While we cannot comment on specific customer cases, we do take finding a solution for our customers very seriously and approach every situation with the best interest of the customer in mind. With reference to Mr Adnan Badruddin’s issue, the customer has used the card over the assigned card limit, which has rightly resulted in over limit fees (OLF) based on policy. However, as a good gesture on the bank’s part, the OLF charges have been reversed as a once time reversal and customer has been advised to monitor his outstanding to avoid a similar situation.

We continually urge all customers to contact our Service Quality Unit 24/7 by phone, email or web, should they need any further clarification regarding their issues.

We would like to thank you for bringing this issue to our attention and hence giving us the opportunity to further our servicing to our valued customers.

(Process initiation: October 31, 2014. Response from organisation: November 25, 2014)

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