Card cancellation
I have a complaint against Abu Dhabi Commercial Bank (ADCB). I have been trying to cancel my Royal Bank of Scotland (RBS) [now part of ADCB] Visa and Master credit cards since December, but the bank has taken no action.
I received a statement only for the Visa card which showed a debit balance of Dh2.02 in January. Another statement in March showed an amount of Dh202. The bank has also started charging for the card. When the bank approached me initially it was free for life. When I called them I was told I had to pay the amount to cancel the card. I was also told that my Master Card credit balance was Dh350, and I had to utilise it to cancel the card.
I have never received any statement for my Master card; the only statements I have been receiving are for my Visa card.
Moreover, the bank charges an extra Dh3 if I pay the due amount through an exchange centre, which is surprising. I thought this service was free. So anybody who fails to deposit Dh3 has to pay a late-payment fee.
I received an SMS on March 30 stating that I had to pay Dh521 immediately to avoid legal action. I paid Dh530 on March 31, and called the bank on April 1 to cancel the card, but I was told that my balance was more than that, and I needed to pay Dh430 more to close the account.
I do not understand how my credit balance has changed to debit. Despite paying the entire amount, I still have to pay more.
I really don't know how much more they will be charging me. Every time I call, I am asked to pay more and the card cancellation is further delayed.
My job requires me to travel abroad for five days a week. I would appreciate it if Gulf News can sort out the issue and help in getting both my RBS cards cancelled. I would appreciate it if the issue could be resolved before I am charged further as late payments.
From Mr Jayshankar Shivasubramanium, Dubai
The management of ADCB responds: At the outset, we would like to note that our customers are important to us and, to solve their problems, we have a Service Quality Unit that handles all issues and complaints. Customers can contact us on the toll-free number 8002030 or make collect calls on +97126210090 from outside the UAE. Customers can also visit our website (www.adcb.com) where they will be able to log their complaints, comments or suggestions.
Mr Shivasubramanium has paid the dues on both the cards and they are now cancelled. As a service gesture the bank has reversed the annual fees charged on both cards in March 2011. This reimbursement will take effect 45 days after the cancellation of the cards and we will be in touch with the customer accordingly. The customer is satisfied with the response.
Mr Shivasubramanium responds: Thanks a lot for the help in resolving my issue.
Excessive charges
I am fed up with etisalat's internet service. I had e-life facility with them from September 1 last year and I changed it to normal service on January 8. I thought that was the end of the matter, but was horrified to see the January bill from them. They charged me Dh240 for ADSL Al Shamil and Dh300 for sale of equipment for e-life.
At no time were these charges explained to me at the etisalat office in Abu Dhabi, and on no account should so much money be charged just to downgrade an internet service. I find the service and customer care terrible.
From Mr Ebrahim Wadee, Abu Dhabi
The management of etisalat responds: The case is with the department concerned and the customer has been informed about it.
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