My issue dates back to November 2015. I have been facing a problem for more than 15 months without a response from the bank. When I visited Emirates NBD in Dubai Festival City, the agent took down my details to issue an Emirates NBD credit card. I received the credit card under my name and when I first tried to use it at a store in November 2015, I was told that the card was suspended. I immediately contacted Emirates NBD’s customer care number. They said it might be a technical error. A few days later, I got a call from Emirates NBD, stating that my outstanding balance was Dh26,000 since 2014, and I would face a police case if I failed to pay. I ended the conversation. I informed the agent who offered me the card, and he said this might be a wrong call, and asked me to ignore it. A few days later, I received an online statement from Emirates NBD and opened it using my birth details and name, only to see the statement was under someone else’s name, address, and had a different card number. My wife and I visited the nearest branch, and the staff advised me to contact their Head Office collections department.

I visited that department as well, and dropped several emails to the contact provided by them, but all in vain. Even after numerous complaint calls and emails to Emirates NBD, I have not received a single callback/email regarding the complaint I made, but yes, they have called and threatened me to pay the outstanding bill, which someone else has defaulted on.

I received the latest email last month, dated February 6, 2017, from their recovery department and the last statement on February 8, 2017. I would appreciate if Gulf News could please contact the bank to sort this out, as I have not been able to do so in the past 15 months.

The matter needs to be investigated. How have my details merged incorrectly with the defaulter’s credit card?

From Mr Mohammad Mubarak

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 Mubarak and the matter has been resolved.

We would like to confirm that necessary action has been taken to rectify Mr Mubarak’s issue and the collection calls have also been ceased with immediate effect.

We have offered Mr Mubarak our sincere apologies for any inconvenience caused. Emirates NBD appreciates its customers’ feedback and will take every opportunity to further review and enhance any internal processes that require attention.

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 Mubarak responds:

Thank you very much for the effort. The issue is resolved. This is really incredible as no one else was able to help me out!

(Process initiation: March 19. Response from organisation: March 28. Process completion: March 28.)

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.