• March 29, 2017
    Last updated 2 minutes ago

complaints

I don’t know why I was charged

Reader was charged over-limit charges of Dh325

18:22 March 19, 2017

I have been using a Dunia credit card and recently noticed that in the past two statements, they charged me over-limit fees twice, of Dh325. I called their customer care department, but they were unable to help and it seemed like they didn’t care. My card had a positive balance of Dh229.50 on February 1 and on February 2, it was in the negative. If they show balances in positive on the mobile app, how can they charge over-limit fees all of sudden?

I would like to bring this issue to Gulf News’ attention and hope the matter is resolved.

From Mr Mohsin Shafi Rumani

Dubai

The management of Dunia Finance responds:

As you are aware, for confidentiality reasons as per UAE Central Bank, we are unable to share any account information of a customer holding an account(s) with us. We are, therefore, unable to confirm if Mr Rumani, is our customer at dunia, or not, and are not, therefore, in a position to disclose specific resolution details with your publication.

We assure you that for each such query received from you, we ensure that, where the query is indeed from a bona fide customer of ours, our senior team immediately reviews the case details on priority to help resolve the underlying issue(s), if any. We also ensure that a response is immediately sent to the customer with a resolution at the earliest. Our focus, in all such cases when a dunia customer writes to you, is to comprehensively review the matter and provide a satisfactory response to ensure an early resolution.

Please consider this email as our formal confirmation, of our having already responded to your Gulf News reader with a comprehensive resolution, in case your reader is our dunia customer. Please do understand that we need to ensure this confidential approach so as to be able to comply with our stringent internal governance standards on customer confidentiality and information security – as expected by our regulators and also by our customers, in line with global best practice.

We trust this closes and satisfactorily resolves the matter. Assuring you of our best services at all times.

Mr Rumani responds:

Thank you Gulf News for your kind intervention. It really helped me to get proper closure for my query.

(Process initiation: February 13. Response from organisation: February 16. Reader confirmation: February 21.)

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.