This is regarding an over limit fee on my credit card from Emirates Islamic Bank (EIB). It was charged because the system had an error and my transaction from a jewellery store was posted twice. The merchant said the amount would be reversed — which did happen — but the bank deducted an over limit fee. It is not my fault the transaction was posted twice. As per the bank, they cannot refund the over limit fee, as it was done by the customer. In this case, however, it is not my fault because the transaction occurred due to some error, causing an over limit on the credit card, and I had no knowledge of this. According to the customer support centre, nothing can be done. The customer service personnel understood my complaint and agreed with me, but said I could not get a refund. Recently, I received an SMS from EIB that my request was closed on August 24. I think all the banks should consider these kinds of cases separately.
From Mr Ahmad Wali
Dubai
The management of Emirates Islamic responds:
Thank you for bringing Mr Wali’s concerns to our attention. Our Customer Experience team has been in touch with Mr Wali regarding a duplicate transaction made by a merchant on his credit card. This resulted in the customer being charged an over limit fee as he had crossed his credit limit. We are pleased to inform that we have reversed the fee on an exceptional basis, and as per the satisfaction of the customer.
Mr Wali responds:
I am very thankful for Gulf News’s assistance. After the newspaper communicated with the bank, I got a call stating that the charges would be reversed. The bank apologised for the issue.
(Process initiation: September 10. Response from organisation: September 13. Reader confirmation: September 17.)
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.
