I have had a Najm credit card, from Majid Al Futtaim Finance, for several years and have been quite satisfied with their services in the past. My last payment was due on February 4, but I was under the impression that it was due on February 10, which is the date on the statement.

On February 5, I received a text message for a payment reminder. So, I called up Najm’s customer service immediately to confirm the due date, which I was told was February 4 and was advised to make the payment immediately to avoid late payment fees.

On the same day, I made the full payment of Dh5,315. Yet, in the statement for March, I was charged Dh275 as late payment fees. I put in a request for the reversal of late payment fees on February 14, as I had informed the bank that I would make the payment on February 5 itself.

The reversal was rejected even after several calls and requests through email, too. This has been disheartening as I have always been making payments regularly well in advance. I also have several credit cards with other banks, but have never faced such issues. I would appreciate it if Najm would look into this and refund the amount of Dh275.

From Ms Edwice Helena Correia

Dubai

The management of Majid Al Futtaim Finance responds:

Kindly be informed that after investigation, the late payment fee charges applied on the customer’s credit card statement is valid, as the customer did not pay the credit card payment on its due date.

The payment was supposed to happen on February 4, but the customer paid on the February 5. The credit card statement was sent to our customer on January 16 followed by a SMS reminder on January 18. The customer contacted our customer service twice to ask for charges reversal and the request was denied.

We regret to inform you that we will not be able to accommodate the customer’s request for reversal, as this is an exceptional situation. Majid Al Futtaim Finance reserves all rights in regards to its products and services.

(Process initiation: April 2. Response from organisation: April 6. Process completion: April 16.)

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