I have had a credit card with First Abu Dhabi Bank (FAB) since 2011. I availed one balance transfer for Dh12,500 and one quick cash option for Dh10,000; both were for the tenure of 36 months.

My card limit is Dh55,000, and when I approached the bank to close the card, my principal outstanding was Dh36,500, but the bank asked me to pay Dh42,500, including the full interest of 36 months of balance transfer and quick cash. Earlier, when I had availed these options, I clearly asked the agent and confirmed that I could close the outstanding by only paying the principal amount with a standard closing fee.

I paid Dh33,500 as cash and now, have asked for a liability letter, but the account still shows a balance of Dh11,500. When I enquired about my current outstanding, including the closing fee, it was approximately Dh7,100, whereby the bank asked me to pay Dh4,400 as interest, which I could not accommodate, because I am trying to top up my personal loan to close the subject card.

My history with FAB is very good, and I was regularly paying my dues without any fines, ever since I had this card, so I am seeking the help of Gulf News to intervene and settle my outstanding in an fair way.

From Mr Shafeer Hydrose

Dubai

The management of FAB responds:

FAB supports the growth ambitions of its stakeholders and goes beyond financial products and services, and as such, we are grateful for all customer feedback as we strive to consistently deliver the highest standards of service. The bank has been in contact with Mr Hydrose via email, and informed the customer that his first instalment plan has been closed, with all interest charges and foreclosure fees waived.

Mr Hydrose responds:

Yes, they waived the charges and I am waiting to complete 45 days to withdraw the excess amount in the card. I am very grateful to see the feedback from FAB, and I am very pleased by the support provided, both by them and by Gulf News.

(Process initiation: May 27. Response from organisation: June 14. Reader confirmation: July 17.)

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.