Post holidays, UAE customers complain of threatening calls from banks

By
  • Shuchita Kapur
Published

Olivier U, returned to Dubai refreshed after a holiday, but as he set foot into his house, he started getting unpleasant calls and messages on his phone from his bank because of late credit card payment.

“I am six days late for a credit card payment of Dh2,500 from my bank [name of the bank withheld] as I just got back from my holidays. I get numerous threatening calls and messages. I am a loyal customer who always pays on time [and I believe] these calls and messages policy on late payment is a bit too much. This is ridiculous and the Central Bank of the UAE should definitely send a warning to all the banks in the UAE for such practices,” a frustrated reader wrote to Emirates 24|7.

Echoing the same sentiment, a Dubai resident spoke of receiving similar calls from her bank. “I activated my new credit card but never used it as I went on holiday. When I came back I got a threatening call from my bank asking me to immediately pay up Dh200. I was quite surprised as I’d never used it. The charges were apparently for a statement posted to me. The normal fees for the statement was Dh5 but they slapped a fine of Dh199 as I’d not paid that,” she said.

It was earlier reported by this website that some of these calls and messages are automated and are sent out to anyone who has delayed payment, irrespective of the amount and the period of delay.

Even customers with good credit histories and small amounts of repayment obligations are intimidated by regular calls, short message services (SMS) and phone calls automatically generated by the banks’ software systems.

But harassment by credit card collections staff can be reported. There are consumer rights laws in place that protects consumers from unfair business practices.

Consumers can lodge a complaint with the Central Bank. “Central Bank of the UAE is a regulatory authority over banks, exchange houses, finance and investment companies. If there is a complaint regarding any of the above mentioned institutions operating in the UAE, we will be able to assist you. If the complaint is in the court of law, the Central Bank will not be able to help,” reads the website.

“Before filing a complaint with the Central Bank, every effort should be made in order to settle the matter directly with the concerned bank or financial institution. The Central Bank will officially notify the complainant of the result of its investigation, however the Central Bank may not have the authority to resolve all types of complaints,” it adds further.

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Comments

  • Babu 25 September 2012 20:23 1 4
    If you take a loan and credit cards, it is your responsibility to settle their dues without any delay. The onus is on the irresponsible customer not the bank. If you will not pay then you must bear the dire consequences.
  • Bajaj 25 September 2012 20:20 7 0
    The solution is simple, just stay away from credit cards.
  • Kumara 24 September 2012 16:03 4 5
    Hi all, please use those cards with close look & wise way, then you can earn money than spending & loosing, I am actually earning in wise way...
  • creswel 24 September 2012 15:32 8 0
    I totally agree with all the above comments.when the sales people come initially to sell a credit card its like honey will not melt in their mouths such such sweet talk,once they are through then we as customers are treated very badly.horrible services these days from private banks which needs to be put to an end.
  • PM 24 September 2012 12:07 16 0
    The argument went on the international call for almost 15mins when we disconnected the call the agent calls back and says how you dare cut the phone on my face. And we had to give him a piece of our mind in a very very nasty way until he gave up. We returned back and cancelled the card with the bank. I am surprised the banks are ready to spoil their image to get payments out of people.
  • PM 24 September 2012 12:06 14 0
    (Contd) And the amount to be paid was AED 400 the agent said ask any of your friends to pay. We said at this point of time we can’t go around asking friends to pay, you add the late payment fee and we will pay it. The agent then says what you don’t have a friend to pay JUST 400dhs...
  • Iza 24 September 2012 12:03 8 0
    it happened to me a couple of years back. i paid all my dues in my credit card and never used it eversince. after 1 1/2 yr, i got so many calls from this bank employee asking me to pay the dues of around AED 1,500+ for the same card. i explained to him why i have outstanding since i don't use the card. He started harassing me by calling again and again despite of me telling him that i am at work. the guy didn't even consider that, and worst he started calling all my office colleagues.
  • PM 24 September 2012 11:59 12 0
    Many people are unaware that these calls are made by outsourced companies on behalf of the banks. These agents are trained to speak to the customers to make them feel guilty and shameful about missing a payment. We had the similar experience in May when we were not in the country due to a death in the family and they kept making calls in spite of we informing them about the situation. And the amount to be paid was AED 400 (contd)
  • Shocked Costumer 24 September 2012 09:41 22 0
    A lady from a bank started calling me and harassing me with shockingly rude attitude. Even though I have been a loyal customer for over 2 years, I have missed only one payment and the volley of calls started rolling. I would get around 20-30 missed calls a day including early morning on weekends. I was shouted at and told that if I can't pay my credit card bills I better cancel it!! I was also called a liar and she threatened to call my company and tell them that I won't pay the bank!
  • Lenny 24 September 2012 09:26 26 1
    My question is when they are already charging you a late payment fee for makIng a payment later than due date. What is the point of the call. They have charges like late payment and finance charges in place for reason as mentioned above. If one receives a call insisting on payment then these charges should be omitted.
  • MK 24 September 2012 08:53 14 0
    Even I also got a call day before yesterday, but that time I was not able to answer. When I called them back they said they called me serveral times and I didn't answer. The lady who talked to me was very rude. My Car Loan was due for the first time for 10 days.
  • fatma 24 September 2012 08:51 15 0
    The unpleasant calls are very disturbing. Banks should have a system of informing customers of late payment. The tone of their staff when talking to customers is not at all good. Once I was called from the bank and the staff spoke to me in my language and informed me to pay the amount of Dh100 I was surprised, as always the calls are made in English. It is too bad that one customer can be calleed by three or four people regarding the same issue (payment of credit cards).

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