Dear Sir /Madam,
Hope you will find my request well.
I have been following up with bank more than five month on the following issue.
I've been using the FAB Al Futtaim Platinum card since 2017. A text message was sent on January 6th, 2021 at 21.00 that payment of SAR 3000 was made, followed by five more transactions that cost SAR 18.0000 (Dh 20.000) has been made towards Salla in Saudi Arabia. I have managed to block my card in 3 minutes .I urgently called FAB's call centre at 9:06pm on the same day and told them about it.
As requested by FAB call center, I officially send a communication regarding 6 fraudulent transactions on my credit card [protected] the 6th of January 2021.
The reasons why those transactions are fraudulent are the following:
1. The were made in Saudi Arabia January 6th, 2021 while I was in Dubai
2. I have no business with Saudi
3. IP Address was used from Saudi
4. The 6 transactions were of the same amount 3000 SAR and made under the same reference number [protected] . The card was used for 6 transactions on the row.
5. first transaction at 21h00, second at 21h00, third at 21h02, fourth at 21h03, 5th at 21h02 and the six one at 21h03. To show my good faith I asked my card to be blocked at 21h04.
6. Please note that my card is also apply credit card protection shield
Moreover, there are 6 different fraudent transactions which can not be done under one OTP.
I then received a call from the card security team and after discussing about what happened, they told me they will send me a new card. I got the replacement card on January 15th, 2021.
On the evening of January 11th 2021, I again called the customer care centre, and I was told that the amount stolen from me was still on hold and hasn't been charged yet. I stated that I do not authorise the transaction.
On January 19th, I went to Dubai police to file a case against fraud but I was told that before I could file the case, I needed to get a credit card statement from the bank with their stamp on it. I went back to FAB and asked for it but the bank personnel told me they cannot do anything and all I can to do is call the call centre.
On the same day, I called the call centre to ask for the credit card statement. I was told that I cannot get a hold of the statement until seven more days. I was also told that the amount stolen from me has been charged to my account and that I have to pay the full amount while the investigation is ongoing, which will take 180 days.
I clearly asked the bank to put all the fraudulent transactions on hold, so why did they authorise it and ask me to pay?
This is not fair as I am aware of my rights and liabilities as the card holder, and I am also paying the secure shield insurance for my card, which I am very much aware of my benefits.
First, my card was in my possession and I have not received a single OTP from all these transactions. The bank should be vigilant. Next, I have never used SAR for payment in any transaction. So the bank should consider this and quarantine this payment till the dispute is resolved, so that I do not have to pay the monthly interest.
After that in March 2021, someone tried to use my card again to procced with purchase in France and USA; The bank didn't do any investigation. I seek Gulf News' support to sort this issue out so that I can save money and have peace of mind.