I recently got my ADCB Simplylife credit card. I have a fixed credit 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 a text message from the bank notifying the same. I didn’t get both. Today I checked my account online I was surprised to see a charge of Dh275 for ‘over limit charge assessment’. I called the bank several times to raise this matter and to tell them 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 it. However, the representative and supervisor, who were really rude, mentioned that this charge cannot be reversed as I should be keeping track of my account balance always. I asked for the manager, but they never connected me to him and said they have registered my complaint. This is really sad as I have already paid for the first month paper bill which I never requested. Second shock now. Please urge your readers about these hidden charge by ADCB so that this will not happen to them. Deeply regret taking ADCB credit card.
From Mr Karthik Kuttan,
The management of ADCB responds:
Customer satisfaction is at the very top of ADCB’s agenda, which is why we have established a Service Quality Unit that is dedicated to handling all customer enquiries and complaints. While we cannot comment on specific customer cases, we strive to find solutions for our customers and approach every situation with their best interests in mind.
With reference to Mr Karthik Kuttan’s recent case, please be advised that our Service Quality Unit has investigated the matter and the issue has been resolved and closed. The customer exceeded his credit card limit on the November 20, 2017, and he was charged an over-limit fee of Dh275. An SMS notification was sent to the customer on the November 21, 2017 at 8.01am informing him of the same. Our Customer Service Representative contacted the customer and advised him to check his available balance on the SMS that was sent to him. The representative explained the reasoning and policy for the additional fees, and why the buffer amount could not be removed. Accordingly, the customer has paid the fees and understood the over limit policy. We are pleased to say that he is satisfied with the end-result. The case is closed now.
We always urge ADCB customers to contact our Service Quality Unit 24/7 by phone, email or web, should they need any further clarification regarding their issues.
Thank you for bringing this issue to our attention and for giving us the opportunity to further service our valued customers.
Mr Kuttan responds:
The overlimit fee was reversed by ADCB today as one time exception. Thank you.
(Process initiation: November 27. Response from organisation: November 28. Reader confirmation: November 28.)
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