In mid-2016, I had applied for a priority banking account with Emirates NBD, Al Karama branch, Dubai. After depositing the minimum required amount to upgrade to such an account, nothing happened for the next three months. After constant follow-ups, I was informed verbally by the bank advisor that my salary was sufficient to upgrade my account, and the minimum deposit amount could be withdrawn without any issues.
Once my salary certificate was provided to this advisor, a few more months passed without any progress. After raising a formal complaint, I was told that I’m not eligible for this type of an account. It took the bank more than seven months to realise and come to this conclusion, after giving me false promises. They have now mentioned that I would need to maintain the minimum balance in order to be eligible.
Whilst applying for this account, the bank also provided me with a Visa Infinite credit card and promised me that the Dh3,000 credit card application charges will be reversed as soon as my account is upgraded. The bank has lured me into applying for such a credit card under false pretext.
I request Gulf News to kindly help me resolve this issue, as complaining to Emirates NBD from my end only results in ridiculous answers.
From Mr Kashyap Rajyaguru
Dubai
The management of Emirates NBD responds:
We are pleased to inform you that our Group Customer Experience team has been in touch with Mr Rajyaguru and provided him with the necessary clarifications.
We would like to clarify that Mr Rajyaguru is currently not eligible for the Priority Banking package, and he has been informed that upon meeting the requirements, we will be glad to assist him in changing his account package.
Furthermore, Mr Rajyaguru has duly signed the credit card acceptance form, which clearly states the joining fee, and availed of the benefits and special offers based on this payment. Hence, the joining fee charges on the credit card are applicable and valid.
We would like to reiterate our commitment to providing superior service to our customers and thank you for your continuous support in providing us with the opportunity to resolve their issues.
Mr Rajyaguru responds:
There was some further correspondence between myself and the bank. The issue is not yet resolved.
Why did it take the bank more than seven months after continuous follow-up to come up with this reply? If the bank advisor had mentioned this well in advance, then all this would have been avoided and I would have maintained the minimum balance required.
Why did the bank advisor lie to me saying that signing of the form for credit card application is only a formality and all charges will be waived off as soon as my account is upgraded? Is this one of the strategies that the bank uses to generate revenue by getting customers to apply for credit cards?
The management of Emirates NBD responds:
Further to receiving Mr Rajyaguru’s latest feedback, our Group Customer Experience team has been in touch with the customer and explained the matter to him again.
Upon reviewing his complaint, we reiterate our inability to reverse the joining fee applied to his credit card, since he has duly signed the credit card acceptance form, which clearly states that he is required to pay the joining fee.
If Mr Rajyaguru would like to apply for a free-for-life credit card, we will advise one of our team members to assist him accordingly. However, he has also been informed that the offers and benefits will not be the same as per his Skywards Infinite credit card.
Furthermore, our team has also notified Mr Rajyaguru to approach our Priority Banking Centre upon meeting the requirements in order to assist him in changing his banking package with us.
We would like to reiterate our commitment to providing superior service to our customers and thank you for your continuous support in providing us with the opportunity to resolve their issues.
(Process initiation: April 3. Response from organisation: April 9. Process completion: April 30.)
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.
