Paying the price
I am seeking to resolve an issue with Standard Chartered and their treatment with regard to my personal loan.
In October, the customer service department called me to settle my final bill and get a clearance letter, which I did on the last day of the month, because the following days were a weekend; I was avoiding late payment.
Before going to the bank, I checked my online banking and saw that my outstanding amount was Dh3,891.59. At the bank, I went to a customer representative, who assisted me and checked my account. After checking, she asked me to pay the same amount to the cashier. Since I still had Dh68.31 in my current account, which I knew they would deduct as they usually do, I paid Dh3,823.50 instead. I left the bank with the assurance that my final bill was settled and it would take three days before the amount reflected in my online banking.
However, on November 3, the figure in my online banking increased to Dh3,854.09 — an increase of Dh30.59. I called customer service and was assured that the amount can be reversed. They told me not to worry and that they would need to investigate it.
On November 5, I got a call from their staff, informing me that I needed to pay Dh100 for the clearance certificate and Dh70 for the interest. When queried, she did not give me a clear answer as to where the Dh70 came from.
Another customer service representative asked me to go to the bank and settle the amount, as I didn’t have any option. I went to the bank and spoke to the same person as before. She said I would have to pay Dh175 now, while one hour earlier, it was just Dh170. I asked her why it became Dh175. She said in the beginning, there was a Dh100 early settlement fee because she said I paid on October 30. I explained to her that I had to give the money to the bank because the following days were a weekend, and that I did it to avoid late penalty charge. Later, she said it was for the clearance certificate and the Dh70 was the balance from my loan. Dh30.59 balance becomes Dh75 now. What happened to the Dh68.31, which was deducted from my current account and went to my loan? She couldn’t find an answer. So I had to pay Dh175 and left the bank. She just apologised for her mistake and told me I would have to pay. I have done my part paying off my dues and simply wish to cancel my account. Hope that this will reach them and they can answer my questions.
From Ms Ida Eleonor Lim
Dubai
The management of Standard Chartered responds:
The issue reported has been fully resolved and we have been in contact with our customer. All considerations have now been satisfied and the customer has not raised any further issue thereafter.
Ms Lim responds:
Thank you Gulf News for the assistance, as it has paved the way for Standard Chartered to properly communicate with me and sort out my issue.
(Process initiation: November 12. Response from organisation: November 17. Reader confirmation: November 19.)
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.
