• February 17, 2018
    Last updated 7 minutes ago

complaints

Debit card replacement

Reader raises the issue of not receiving her debit card, despite placing a request

14:43 January 21, 2018

I forwarded my renewed documents to Commercial Bank International (CBI) on November 26, 2017, and received six text messages from CBI as acknowledgement that they had updated the documents successfully.

After that, immediately, I raised a complaint with CBI’s customer service to issue a replacement for my debit card.

I called their customer service centre several times, but none of the agents had any idea about my request for a new debit card. None of the agents took any responsibility. I spoke with another representative, who said my Emirates ID was expired and nothing had been updated so far, in their database.

When I called the customer service centre, they said that the documents had not been updated yet, so I sent it again. Since last month, I am waiting for my new debit card. I am really fed up.

Please look into this matter.

From Ms Roopa Joy Paul

Ras Al Khaimah

The management of CBI responds:

We thank you for bringing our customer’s feedback to our notice. CBI’s priority is to provide our customers with a smooth and streamlined banking experience. Due to a technical error, we experienced a delay in processing a new debit card for a customer. As a result, we have offered the customer express delivery for their new card, which will be delivered within one day along with an airway bill. We have apologised to our customer for any inconvenience caused, and are reviewing our processes and systems to ensure that this doesn’t happen again.

Ms Paul responds:

I have received the new debit card. Thank you.

(Process initiation: December 21, 2017. Response from organisation: December 25, 2017. Response from reader: January 3, 2018.)

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