While buying a new vehicle during 2009, the dealer introduced me to Mashreq bank, to avail a car loan, which I agreed to. During the sanctioning of the loan, they offered me a credit card, which I accepted and utilised. I did not have any other credit card. I stopped using the card by the end of 2011 and almost cleared the outstanding amount, leaving a nominal amount. The card was also blocked by the end of November 2011. However, I paid almost Dh13,610 for an outstanding amount of Dh2,000 when the card was blocked. The bank was charging service charges and interest. Now, again, they are showing outstanding of over Dh7,500.
Kindly advise me, Gulf News.
From Mr Raju Samuel
Dubai
Mr Samuel updates:
Mashreq called and after discussions, I agreed to pay Dh2,000 as final settlement. I should get a clearance letter from them. Thanks for the intervention.
The management of Mashreq responds:
Thank you for raising Mr Samuel’s concerns to us.
We have investigated the matter and it was revealed that Mr Samuel had an active Mashreq credit card since 2006.
In 2011, the card was blocked based on the bank’s discretion. Minimum to short payments were being made casually by Mr Samuel without taking into account his due date.
This led to accumulation of additional bank charges on the card and eventually, he started receiving collection calls due to the outstanding amount.
Our records also indicate that regular e-statements were being sent to Mr Samuel. There has been no inquiry or complaint ever raised by him to Mashreq in the past to this respect.
We have spoken to the customer and explained to him why the outstanding has piled up on the card.
Mr Samuel was also provided a settlement offer, by exceptionally waiving off charges to the tune of Dh7,465.36.
Mr Samuel has already paid the agreed settlement amount and we are in the process of writing off the rest, which will reflect on his card by next week.
He has been contacted and informed of the same and has assured us that he has no other concerns. He is satisfied with the resolution provided to him.
We would like to thank Gulf News for giving us an opportunity to exceptionally assist Mr Samuel.
(Process initiation: September 18. Reader updates: September 19. Response from organisation: September 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.
