I opened a savings account with Dubai Islamic Bank (DIB) in 2005 and at the time, there were no maintenance charges with the account. But, in 2009, the bank introduced them, which I was unaware of because I left my previous company and I was not receiving any statements through that PO Box.

In 2013, I started another relationship with DIB with an auto loan and surprisingly nobody in the bank informed or noticed that I have an account with them with maintenance charges accumulated and unpaid.

In March this year, I approched DIB to get some details about my auto loan and the sales person told me that I had to add Dh1,683 to my account first and then could come back to get any information.

I tried to approach the branch, but they told me that I have to call the customer care and complain. When I called customer care, they told me it is my fault and I had to pay this amount and that the bank held every right to change the fee any time.

I understand that the bank has the right to do so, but the customer needs to be informed and in the bank records, a lot of my details, such as passport information, has expired and they never bothered to contact me to get the updated information.

If they are implying charges, the customer should get quality service, too. The fact is that I didn’t change my mobile number, which is in the bank records. They could have called me.

I request Gulf News to help me with this matter and guide me on how I can get this issue resolved.

From Ms Savitha Basheer Howaummal

Ajman

The management of DIB responds:

DIB would like to confirm that their customer support team has been informed about Ms Savitha Howaummal’s situation and has contacted the customer to resolve the matter. The bank has announced maintenance charges to all DIB account holders in May 2009 through various channels and they were also published on the DIB website and in the table of charges in the branches.

In this instance, we have decided to review Ms Howaummal’s claim for the unpaid maintenance charges against her account and are considering a waiver of 50 per cent of the amount as a gesture of goodwill. However, DIB would like to remind customers of their responsibility to inform the bank of any changes to their contact details so the bank can keep them up-to-date with information regarding their accounts.

We now consider the matter to be closed and look forward to helping Ms Howaummal in any other way we can. At DIB we greatly value our customers and are committed to ensuring the highest levels of customer service as possible.

(Process initiation: May 9. Response from organisation: May 22. Process completion: May 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.