My complaint is regarding Noor Bank, as they charged an overlimit fee of Dh200 to my credit card for May, and Dh250 for June.
Usually, my statement is generated on the 10th of each month. I made sufficient payments to my credit card on the 10th afternoon, and I received a slip from their ATM, showing the balance added with the deposited amount. But when their statement was generated on the 10th night, the amount, which I deposited, was not reflected. Due to this reason, the balance has gone into negative numbers after the interest was charged on the card.
I have called the call centre many times but no one is providing clear information. Each time, a different executive asks us to hold the call for five to ten minutes, then they say their back office is not responding and promise to call back after checking with them. But I have never received any call from them.
I request Gulf News to contact the bank and help me get my hard-earned money back.
From Ms Shruti Dinesh Poojary
Dubai
The management of Noor Bank responds:
Noor Bank is committed to finding an amicable and fair solution toward any customer complaints. We are always transparent with our customers. This starts with acknowledging the problem raised by the concerned individual and working towards a swift resolution.
Soon after we received Ms Poojary’s complaint from Gulf News, our Customer Experience Unit investigated this matter.
After we concluded the investigation, Noor Bank contacted Ms Poojary to resolve the issue on fees charged on her credit card.
Our customer experience department contacted her and informed her that overlimit fee charged for Dh200 in May 2017 and Dh250 in June 2017 are valid charges. However, as a goodwill gesture, a one-off reversal has been arranged and a total of Dh450 has been reversed to her credit card.
Noor Bank wishes to assure all customers of our best service and prompt response to any complaints and grievances they may have.
Ms Poojary responds:
Thanks Gulf News, for the quick response and great help. I got a call from Noor Bank soon after this was known to them. They said they have already reversed the charges on the account and that too, for both the months. I got a credit of Dh450 in total.
Thanks a lot in intervening in such a small case and helping me out. The issue has been resolved.
(Process initiation: July 31. Response from organisation: August 3. Reader confirmation: August 3.)
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.
