Wrong one

I had a very negative experience with Mashreq Bank’s credit card sales officer and complaint team. The sales representative initially contacted me and offered the Mashreq Bank Smart Saver card, which is free for life. However, I explained to him that I was interested in the Grand Entertainment Card instead and if he could waive off the Dh300 annual fee for that specific card, I would be willing to take it. He assured me that it could be done.

The next day, the sales representative came to my office and asked me to fill out the application form. Just before signing the form, I realised that it was a form dedicated for the Smart Saver card. I told him again that I was not interested in that card. He took the application away (without my signature) and asked me to fill out another application for the Grand Entertainment Card. We finished the process but I did not receive any verification calls.

On July 28, I was surprised when I received a message from Mashreq Bank telling me that my ‘Smart Saver card’ was approved. I immediately filed a complaint about this card that I didn’t ask for.

Then, I received a call from the complaints department telling me that they apologise for this mistake but no action would be taken against the sales representative and that they do have a signed application from me requesting the Smart Saver card. I asked for confirmation by sending me a copy of that application. The request was denied. Worst of all, they said the Grand Entertainment card could be provided to me without an annual fee.

From Mr Khaled Kokhon, Dubai

The management of Mashreq Bank responds:

Thank you for sharing Mr Kokhon’s letter of concern with us.

We have communicated with Mr Kokhon and have offered him our sincere apologies for all the inconvenience he has faced.

To set things right and as desired by the customer, we have cancelled the credit card and have processed a new card, which will be delivered to him on an urgent basis. He is now satisfied the resolution.

Thank you once again for seeking clarification.

Mr Kokhon responds:

Thank you. I confirm that Mashreq Bank contacted me. Although I was expecting a free Grand Entertainment card as a sign of good intent, they offered me the same card with a promise to give me Dh300 vouchers to compensate for the annual fees. I’ve accepted this solution. I am currently waiting for the credit card and vouchers.

No go

Recently, I read a consumer complaint in Gulf News regarding credit card payment. I am in similar situation. I have a First Gulf Bank (FGB) credit card but have not activated it or used it at all. The salesperson promised that the card was free for life, but when it was time to activate it, they denied the same. Hence, I didn’t open the seal of the pack and kept it as is.

I have got several calls from the bank, with different offers to activate the card.

Now suddenly, they have charged me a Dh500 annual fee and are denying my cancellation requests.

I have given the request for reversal of charges and cancellation and request Gulf News’ help in this issue.

From Mr Rajesh Kumar Damarla, Sharjah

 

The management of First Gulf Bank responds:

FGB is committed to providing the best possible service to its customers and listening to their feedback is a top priority for the bank. The bank has been in contact with Mr Damarla, and we have agreed to make the customer’s card ‘free for life’ and reverse the charges, providing that he registers his utility bill payments on the card. Mr Damarla has agreed and is satisfied with the resolution.

 

Mr Damarla responds:

Thank you for the help. An FGB staff member spoke with me and agreed to make it a free for life card, against utility bill payments.

Over the top

I would appreciate Gulf News’ efforts to address matters related to unjustified finance charges by RAKBANK.

I am holding a RAKBANK Mastercard since 2010. I have never defaulted in payments nor had a delay in settlement. In May, my outstanding amount was Dh6,275.01. I had issued a cheque for Dh6,275 and duly cleared it within the due date of payment. I was surprised to see June’s statement, showing a finance charge for Dh235.92. On 16 June, I contacted the telebanking department of RAKBANK, and the representative confirmed that this charge was due to a shortfall in the payment of 0.01 Fils!

I was shocked, but she insisted that I should have paid the 0.01 Fils. I have requested a reversal with a complaint number but have received no response from RAKBANK. Again, I called on July 2 and spoke with a representative who provided me with a new reversal request number, assuring me that immediate attention would be given to my case. To my dismay, the July statement had no change either. This time, when I queried about my issue, I got an abrupt answer: ‘Your request was declined’.

For a non-payment of 0.01 Fils, I was charged Dh239.92 — this is unbelievable.

From Mr Iskander Chowdhury, Dubai

 

The management of RAKBANK responds:

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

The concerns raised by Mr Chowdhury have been investigated and we note that the payment towards his Credit Card statement of May 2014 was short of Dh0.01 of the total outstanding. Finance Charges were hence levied on his June 2014 statement.

We regret that Mr Chowdhury’s request to reverse the Finance Charges was not taken forward after he contacted the Bank in this regard. As a service gesture, the charges have now been reversed to his card.

We will be glad to provide any further clarification as required.

Incorrect billing

About Dh95 was deducted from my phone for 100MB data plan charges, although I’d never subscribed to this offer. However, I do have 100MB data plan (free for six months) for the same number.

I have been following up on this issue for almost two months with etisalat. I am tired of calling 101 and even visited the Al Twar branch three times, complaining to them about the matter. I received an email from etisalat’s customer service, stating that Dh95 had been refunded. However, when they later checked in their system, they came to know it was never done. They then told me it would take three business days to get the money back — it has been two months.

From Mr Rajan Thomas, Dubai

 

The management of etisalat responds:

Kindly note that the customer’s issue was solved.

 

Mr Thomas responds:

Yes, I have got received a credit of Dh95. A big thank you to Gulf News for taking my complaint to the right people.

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