I applied for a credit card with Samba bank in 2015. While applying, I told the sales representative that I would not pay any charges till I activate the card. I also confirmed the same with the customer service agent when he called me for activation, stating over the recorded line that I could pay the joining fee whenever I decide to activate it. I told him I didn’t want to activate it and only when I needed it, would I activate and pay the joining fee.
Now, when I applied for a facility with another bank, I got to know that I had an outstanding of Dh1,100 on the card from Samba and they had declared me as a defaulter.
I was surprised to see that, despite clear communication about it. I neither activated nor used the card from Samba! I need Gulf News’ help to get this card issue resolved and my details updated with Al Etihad Credit Bureau (AECB).
I have been managing very good repayment with all my banks and always make full payment of all my cards.
I called the customer service number to complain, but did not receive any positive response from them. An agent told me to visit a branch and there was no further cooperation from him on providing a status update. After an argument with him over the phone, my request was rejected by the head of customer service the next day, with him stating that I signed a contract with the bank and I am liable to pay.
I have already visited the collections department on the request of the customer service agent, too, where the representative told me to contact customer service. It’s been a horrible experience so far.
Please help me to sort out the issue.
From Mr Mohammad Bahzad
Sharjah
The management of Samba responds:
Thank you very much indeed for your efforts in bringing the customer’s complaint to our attention and we are pleased to inform you that this matter has been resolved to the customer’s satisfaction.
Customers are advised to use the correct channels to raise complaints and that is either through the bank’s complaints department or the Central Bank of the UAE.
At Samba Financial Group, it is our constant endeavour to consistently deliver high quality of services to all our customers.
Mr Bahzad responds:
I appreciate Gulf News for the support with regard to my complaint. Post the newspaper’s escalation, I received calls from Samba, but the bank was not ready to accept what was agreed upon while I applied for the credit card.
I never activated or used my credit card, but still, the fees and penalties were charged. It was clearly communicated while applying that I would pay the activation fee post activation only. Same was communicated in a recorded conversation with the customer service agent.
I request Samba to allow me to hear the conversation, which was initially refused by the bank due to their policy. They are not accepting my agreement, claiming I have signed a paper, stating joining fees were applicable in the first statement. I never stated that I was not aware of the fees, but my agreement was that I would pay the fees post card activation.
I was given two options by the bank:
1. Pay 50 per cent of outstanding and they will give me a closure letter and will rectify the AECB report.
2. If I don’t pay, I will remain a delinquent and my history will remain bad with AECB.
I agreed to the first option because I don’t want to keep a bad history. I even told them that I was ready to continue using the card if they could consider reversal of charges, but I was told that I cannot continue the card and further reversal would not be possible.
I did not have a better option and so, to get rid of this card, I was ready to pay 50 per cent, which is Dh593. I disagree that the complaint was resolved to my satisfaction.
The management of Samba responds:
Thank you very much indeed for your efforts in bringing the customer’s compliant to our attention. Kindly note the following:
1. The recorded call with the customer proves that our agent informed the customer about the annual membership fees on the credit card being due regardless of whether or not the credit card gets activated and the customer confirmation thereof.
2. The credit card application form as well as credit card declaration form, which the customer signed, provides clear and precise information regarding the annual membership fees for the credit card.
3. The customer has not only failed to make this payment but also changed his contact details without informing us, which meant that the communication from us was not reaching the customer.
As a gesture of goodwill we have agreed to waive off 50 per cent of the accumulated charges on the customer’s credit card and in addition to updating the customer’s AECB records, to which the customer has agreed to.
(Process initiation: April 17. Response from organisation: April 25. Process completion: May 7.)
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.
