Loan deferment

I am trying to get a deferment on my loan instalments from Standard Chartered bank but they don”t oblige whenever I ask, since I took a loan with them. On the application form, the bank states that you will be eligible [for deferment] twice a year. I have been with this bank since July 2011, but whenever I call, its representative says it depends on the list they receive every month - so it is like raffle? Why are we treated like this? Every humanbeing faces problems.

From Mr Shoaib Jamal Awad

Dubai

 

The management of Standard Chartered responds:

Upon receiving the complaint, Standard Chartered’s customer care unit reviewed the customer’s request for deferment. Loan deferment requests are evaluated on a case-by-case basis and are subject to terms and condition. After evaluating the customer’s request again, we regret Standard Chartered will not be able to extend this facility to Mr Awad as his credit profile does not fit the terms and conditions, which apply to the installment deferment option. We would like to thank Gulf News for bringing this matter to our attention.

 

Clearing of cheques

I have a car loan with Dunia Finance. I have issued post-dated cheques but unfortunately closed my account. I have opened a new one and just waiting for my chequebook to come. I called Dunia to close my account and change. I asked what is the process of putting a stop cheque for this month and once I get the new one, I will replace the remaining cheques on my account. The customer service told me, pay your loan and call us before your due date. Simple, right? Wrong. When I made a payment and called them, they informed me that they have a cut-off date for requesting a stop payment, which is the 23rd of every month. So regardless if I pay or not, they will still deposit my cheque and I will be slapped with a record and fees from my former bank. I am frustrated over it. Is this customer service?

From Ms Bianca Litonjua

Dubai

 

Ms Veena Viswanathan, Customer Services & Quality Head, Dunia, responds:

We have contacted Ms Litonjua and would like to confirm that the matter has been resolved satisfactorily. We are unable to disclose specific resolution details in the interest of protecting and maintaining the confidentiality of our customers’ personal and account-related information. Gulf News could however, contact Ms Litonjua directly if required and seek her feedback to close the matter.

 

Ms Litonjua responds:

It’s been resolved they called me personally.

 

Late payment fees

I have a loan with Dubai Islamic Bank, which I took two years’ ago. Normally I receive the salary on the third or fourth of every month and they used to deduct the monthly repayment on this date, or if there is some balance in the account on the first of the month, they used to take that amount and the remaining balance whey I receive my salary. But there were never late payment fees applied, if there is no balance at the beginning of the month. However, on June 1 they reviewed their policy and started to deduct an amount of Dh175 as late payment fees if there is no balance in the account on the due date. It’s okay, they can review their policy and deduct the late payment fees. But they should inform the customers beforehand at least by email or SMS. In this case I was not informed about the charges. Although it’s not a big amount, the way they are dealing with customers is frustrating. I called the customer care and they registered a complaint, but there was no response. So, please help me.

From Mr Jishar Abu Bakr Veettilavalappil

Abu Dhabi

 

A Dubai Islamic Bank spokesperson said:

Dubai Islamic Bank (DIB) makes every effort to inform customers about any changes to the terms and conditions of their accounts. DIB’s customer support team has been in contact with Mr Veettilavalappil to resolve his query and the matter is now closed to his satisfaction.

 

Mr Veettilavalappil responds:

Yes, I got the deducted amount back in my account. Thanks to Gulf News for its help and I really appreciate the newspaper’s effort to solve these kind of problems.

 

Editor’s note: If you have any unresolved complaints, raise it with us at readers@gulfnews.com and we might be able to help you seek a resolution