I would like to raise a complaint against Emirates NBD for fraudulent transactions that occurred in my credit card on March 31, 2017. I had gone on annual leave in Manila, Philippines, (March 10-30, 2017) and Japan (March 30-April 9). I have all the boarding passes and a copy of my passport pages as proof.

The last time I used my credit card was in Ninoy Aquino International Airport, Philippines, to pay for my travel tax when travelling to Japan and this proves that my credit card was in my possession while I was in Japan.

But then, on March 31, I received a SMS from Emirates NBD that my card had been used for Aramex (Dh174.01), Souq.com (Dh5,581) and Sharaf DG (Dh3,717) transactions for a total amount of Dh9,472.01. After I noticed that someone was using my card details, I immediately called the bank and asked them to block my credit card on the same day. And as soon as I was back in Dubai (April 9), I called the bank and filed a complaint, and also filed a police report, which I sent to the bank, but they still didn’t honour my request.

I have been using this card for almost three years and I have always had a good record of paying my dues.

It’s been six months now and the interest on the card has gone up. I am an employee in a government hospital in Dubai and I can’t pay for an amount that I didn’t transact.

From Ms Fayezah Limba

Dubai

The management of Emirates NBD responds:

We are pleased to inform you that our Group Customer Experience team contacted Ms Limba and provided her with the necessary clarifications.

We would like to clarify that the customer had filed the same complaint with the bank in April 2017, hence the card was blocked and investigation initiated. A few days later, the bank received an email from the customer’s registered email address, asking the bank to disregard the complaint as she had found out who made the disputed transactions. The disputed transactions were done with the Double Secure password and One Time Password (OTP) entered successfully. Furthermore, the customer has been provided with a liability letter in case she wishes to take the matter up with the legal authority.

Based on the above, we have contacted Ms Limba and clarified that the bank cannot assist further on this case.

We would like to reiterate our commitment to providing superior service to our customers and thank you for your continuous support in providing us with the opportunity to resolve their issues.

Ms Limba responds:

Thank you Gulf News, for the help. All matters have been forwarded to the police for investigation. I also asked the bank to stop reminding me for payments, as the investigation is still under process.

(Process initiation: October 5. Response from organisation: October 10. Reader responds: October 10.)

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.