Questions & Answers
UAE credit card was used fraudulently abroad. Bank and police won’t act. What can I do?
Hello,
I had a fraudulent and unauthorized transaction on my credit card, but the bank is saying no action can be taken as it happened outside the country.
We approached the police, but they are saying to proceed legally as it happened outside the country.
Dear Sir/Madam,
Thank you for sharing the details of your situation!
When unauthorized or fraudulent transactions occur on your credit card outside the UAE, both the bank and the local authorities may face jurisdictional limitations.
The bank’s terms and conditions indicate that the bank is not liable for circumstances outside its control, particularly for transactions processed in other countries. This is a common stance among banks in the UAE, especially when the fraud originates abroad and is subject to foreign regulations.
However, you do have some recourse:
- Cardholder Insurance:
Many credit cards include insurance coverage for fraudulent transactions, including those that happen while the card is in your possession or if card details are compromised.
You may be eligible for reimbursement of unauthorized charges, provided you report the incident to the bank within 24 hours and submit all required documentation, including a police report and a completed claim form 5.
Please review your card’s insurance terms or contact the bank to confirm eligibility and initiate a claim.
- Escalation:
If you have already reported the incident to the bank and the police, and the bank is unwilling to take action, you may escalate the matter to the UAE Central Bank’s Consumer Protection Department. This can be done through the Central Bank’s official complaint portal.
- Legal Action:
Since both the police and the bank have indicated limitations due to the transaction’s foreign origin, you may consider seeking legal advice to explore the possibility of action in the country where the fraud occurred, especially if the amount involved is significant.
- Recommended Steps:
1. Review your credit card’s insurance policy and file a claim with all supporting documents.
2. Escalate your case to the UAE Central Bank if you believe the bank has not fulfilled its obligations.
3. Consult a legal professional regarding potential action in the jurisdiction where the transaction took place.
If you require assistance with the claim process or escalation, I am available to support you further.
Best regards,
Greetings,
Thank you for your message!
In cases of fraudulent or unauthorized transactions on a UAE-issued credit card, even if the transaction occurred abroad, you may still have legal options under UAE banking and consumer protection laws.
The police advising you to proceed legally indicates that a civil or commercial claim may be necessary.
To assess the strength of your case and guide you on the appropriate legal action, whether against the bank or other parties, we recommend booking a consultation with Future Vision for Advocacy and Legal Consultancy.
Our team can also represent you if you decide to proceed with a formal claim.
Dear questioner,
You must formally dispute the transaction with the bank. Don't just accept a verbal "no action can be taken."
The Central Bank of the UAE (CBUAE) is the financial regulator and has a consumer protection mandate.
If the bank is not adequately addressing your complaint, you can file a complaint with the CBUAE.
If the bank continues to deny your dispute or does not provide a satisfactory resolution within a reasonable timeframe (e.g., 30 days), you can escalate your complaint to the CBUAE's Consumer Protection Department.
The CBUAE oversees all banking operations in the UAE and can intervene in disputes between consumers and banks.
The fact that the transaction happened outside the country makes it more complex, but it doesn't automatically absolve the bank of its responsibility to investigate and protect its cardholders from unauthorized activity.
We will discuss the possibilities of filing the dispute through the court.
Kindly share your WhatsApp number to discuss further.
