Bank charges

RAKBANK has levied charges for late payment fees and finance charges, which logically should not be charged to me, yet every month, it is forcibly being imposed.

On calling RAKBANK’s call centre, each new agent provides completely different information. Apart from that, each agent tries to convince you to pay this amount and to be rest assured that the amount will be refunded or a cheque issued in your favour. I was made to pay Dh120.

On December 14, 2014 when I spoke to a call centre supervisor, he also tried to convince me the same — to pay an additional Dh86.55 so that they can take up the complaint.

I have provided them with maximum personal information and data, including my travel tickets, boarding pass and so on. I feel more exposed regarding my data and information, without having any surety of the security and confidentiality of the same.

Additionally, RAKBANK has taken away my Cashback points of Dh1,086 without explanation that the points have expired. The bank statement doesn’t refer to how many points are up for expiry.

I have informed them that due to this type of behaviour and practice, I want to cancel my RAKBANK card.

I would like to seek Gulf News’ help in seeking justice.

From Mr Chander Shekhar Bhalla

Abu Dhabi

Mr Ian Hodges, Head of Retail Banking, RAKBANK responds:

Thank you for giving us an opportunity to justify our stance on the issues raised by Mr Bhalla, RAKBANK customer.

The concerns raised by Mr Bhalla have been investigated and we note that he utilised his Titanium Credit Card for retail transactions and a Balance Transfer (BT) in July 2013 for which partial payments were made. In September 2014, the customer made a payment of his dues, however, this was received after the due date and hence Late Payment Fees (LPF) and Finance charges (FC) were levied. Further, the payment did not cover the interest outstanding on his BT leading to charges on the same. Please note that as per the Credit Card Agreement, Finance Charges are applicable at the rate prescribed by the Bank on the BT outstanding each day after the promotional period of three months till the complete payment is received by the Bank.

Also, we understand that the customer has requested for the Cashback expired on his October 2014 Credit Card statement to be reinstated. As per the Credit Card agreement, Cashback not redeemed within 15 months from the month it was earned is expired and reduced from the accumulated Cashback balance reflected in the credit card statement.

Since receipt of Gulf News’ email, we have contacted Mr Bhalla and advised him that reversal of charges will be taken forward as a service gesture. We have also informed him of our inability to refund the expired Cashback on his credit card.

Mr Bhalla responds:

My special thanks to Gulf News for the effort taken to resolve my issue with RAKBANK, as what couldn’t be done with more than 11 calls was resolved through this platform. Thank you so much for your support.

(Process initiation: January 28. Response from organisation: February 2. Reader confirmation: February 5.)

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.