I conducted an overseas transaction with my Mashreq Solitaire credit card on April 8, 2017, for Dh7,462 and then cancelled the transaction. I was refunded Dh6,781.
I have been requesting for a financial breakdown for this transaction since that date, to understand why there is such a difference between the original payment amount and the refunded amount. I can appreciate that there are costs involved, as this is an overseas currency transaction and there are exchange rate costs involved. Unfortunately, Mashreq has been unable to provide financial transparency by giving me the breakdown of the request for the financial costs so that I can understand the refunded amount. I have requested for this, since July 2017.
I would greatly appreciate if Gulf News helps me receive the financial breakdown of the transaction.
From Mr David Martin Jones
Dubai
The management of Mashreq responds:
Thank you for sharing Mr Jones’ concern with us.
We have reviewed the concerns raised by Mr Jones regarding the dispute related to his credit card transaction.
Our investigation reveals that Mr Jones had carried out a hotel booking transaction of GBP1,573.52 [Dh7,520]. As per the Mashreq schedule of charges Mashreq FX Fee of 2.30 per cent plus Visa charges levied, the equivalent AED amount was Dh7,462.41 which was debited from his card account dated April 8, 2017. The same transaction was subsequently reversed. Since this reversal was also an FX currency transaction, the Mashreq FX fee of 2.30 per cent plus Visa charges were applied again, and hence the resultant AED amount was Dh6,974.35.
We have communicated the same to Mr Jones. We take this opportunity to thank Gulf News yet again for bringing a customer issue to our notice.
Mr Jones responds:
This has been a help, as Mashreq provided a breakdown of the costs. Thanks, Gulf News.
(Process initiation: June 18, 2018. Response from organisation: June 21, 2018. Reader confirmation: June 24, 2018.)
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.
