Mistakenly charged
I would like to bring to Gulf News’ notice an issue I have been trying solve with Abu Dhabi Commercial Bank (ADCB) since more than eight years. ADCB has acquired retail banking by Royal Bank of Scotland (RBS), which was previously known as ABN AMRO.
My story goes like this. I was contacted by an ABN AMRO sales person in 2006 for availing an offer on their credit card, which included getting gifts worth Dh400 after I take the card, which was also a free for life card. Once I got the card issued, I received a statement in the next month, charging me Dh400.
I immediately called up the bank and they mentioned that I have not made any purchases and went on to explain that the offer was to be availed within the first month of the issuing date of the card, or else I would be charged. This was my first surprise as the sales person did not explain any of this to me. I managed to however rectify the issue and the bank apologised for the mistake and cancelled the charges, as I had not bought anything, nor had they explained while giving me the card. They insisted that I keep the card active for any future use, even though I requested for it to be cancelled.
After having the card for one year, in which duration I never used it, I was sent a statement with a renewal fee for which I had to again contact the bank to resolve the matter, as I was informed of it being a free for life card. The bank obliged and cancelled the fee and mentioned that the mistake will not be repeated. They asked me to keep the card in case I plan on using it in the future.
I kept the card as a back-up, in case I needed to use it, but never ended up using it until I received another annual statement with a renewal fee notification. I kept calling the bank and trying to resolve the issue but to no avail, until the renewal fee along with added interest rates mounted up to Dh6,000. I kept getting calls to pay my fee and was given late payment charges, so I explained myself to the debt collection department numerous times.
Finally, I was asked by a bank official to visit the ABN AMRO bank (Bank Street branch, Dubai) and to write a letter explaining my situation, instructing that the account be closed without me paying any settlement fee since I never used the card for any purchase and it was ultimately a mistake on the bank’s part.
One year passed after the above mentioned drama and I started receiving statements again for renewal fees against my credit card, which I thought had been cancelled by now. By this time, ABN AMRO became RBS and the drama of debt collection and legal departments unfolded again. To my misery, no one was ready to listen to my story. Their calls kept coming every 20-30 days from various people in legal and collection departments but no one paid any heed until 2012 when I finally decided to take matter in my own hands.
I called up the ADCB office in March 2013, and they directed me to visit the Dubai Outsource Zone office to have the issue resolved. I met the customer services representative on the ground floor of the collections building and he took down my details, gave me a complaint number and said someone would be in touch. I waited for a few weeks but received no response, so I called up their toll-free number to lodge another complaint.
I got a call from the bank and the staff member gave me another complaint number to follow up on the matter in case the issue is not resolved.
While I was trying to settle the dispute for my credit card, I had opened a ‘Millionaire Destiny Savings Account’ with ADCB in 2012 and to my surprise, instead of resolving the matter, the bank deducted Dh4,000 as settlement fee towards the disputed credit card without my consent. I called up the bank mentioning the complaint number and asking them to revert Dh4,000, as the savings account was not linked to the credit card, but I have not got any resolution till date.
I would really appreciate if Gulf News could help in resolving the matter and in getting back my money, which the bank has taken against my consent for a settlement charge that was a mistake on their part.
From Mr Narandra Singh
Dubai
The management of Abu Dhabi Commercial Bank responds:
Thank you for your cooperation and communication with us in the endeavour to best serve our customers and resolve their issues.
It is important to note that 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.
All ADCB customers can contact this unit 24/7 on 800 2030; or call collect +97126210090 from outside UAE; alternatively they can visit our website (www.adcb.com) from where they will be able to log their complaints, recommendations or suggestions.
Please be advised that we have directly communicated our feedback to the customer and this case has been closed from our end.
Mr Singh responds:
I have just visited the ADCB’s office and collected my clearance letter from them, stating that I do not owe the bank any money and that the matter is now closed.
I am very thankful to Gulf News’ team, because of whom I have finally been able to resolve my issue with the bank. The issue had been pending for the past eight years.
(Process initiation: July 1. Response from organisation: July 10. Reader confirmation: July 16.)
Reimbursement needed
Kindly be informed that etisalat has overcharged me for 10 months for an internet router instalment that has already been paid for. Despite written complaints and even visiting their business centre at Al Wasl countless times, the matter has still not been resolved. I have been making complaints since April 2013 so it has been one year already. The amount etisalat needs to reimburse is Dh125. This is not a big amount but it is about the principle of it. I ask Gulf News to kindly look into this matter and help us resolve this issue.
From Mr Clifford Williams
Dubai
The management of etisalat responds:
Kindly note that the customer’s issue was resolved.
Mr Williams responds:
Thank you so much for all your help! The amount has been credited to my account. I truly appreciate Gulf News’ kind assistance.
(Process initiation: July 25. Response from organisation: August 8. Reader confirmation: August 12.)
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.
