I have been a client of RAKBANK for more than five years and never had any issues with them.

I had a credit card limit of Dh3,000, as I had requested for the minimum limit.

On June 10, I noticed in the statement that they had charged me Dh249. I called the bank and asked the reason for this charge. They said it’s because of the over limit use on the credit card. I asked them how I could have possibly gone over the limit, when my limit was clearly mentioned on the statement — Dh3,000? They said they add a five per cent shadow for all to use over the limit. I asked the representatives, if the bank informed clients about it, as I did not receive any notification from the bank. They said that they did not inform the clients, so as to not have any doubts while using the card.

I told them it was not logical to charge Dh249 plus Dh13 VAT for an over limit of Dh15 for a service I never asked for nor agreed to. This is not acceptable and I believe the transaction should be declined as long as I don’t have enough credit. The next day, I paid the full amount of the credit card.

Thank you Gulf News, for allowing me to share my concerns.

From Mr Feras Abdul Rahman Khamousieh

Dubai

The management of RAKBANK responds:

We write in reference to your email dated July 11, 2018 and thank you for giving us an opportunity to justify our stance on the issues raised by Mr Khamousieh.

Please note that as per banks’ standards and best practice in the UAE banking industry, the Bank is limited with respect to disclosing or providing details and/or specific information about their customers to any third party to maintain the confidentiality of their data and personal information.

We have contacted the customer and clarified that the charges as per our published service and price guide were levied since the credit card outstanding went above the credit limit.

These charges have been reversed as a service gesture and Mr Khamousieh was informed of the same.

Mr Khamousieh responds:

I have received a call from the bank, saying they will reverse the charges within two-three working days. I truly appreciate Gulf News’ support in my case.

(Process initiation: July 11. Response from organisation: July 12. Reader confirmation: July 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.