A Dubai-based Asian doctor was left shocked after discovering that her credit card was used to make 14 unauthorised transactions totalling over Dh120,000 while she was performing a surgery.
Dr Anita Singh (name changed on request) — a premier customer of an international bank — said her credit card was always in her possession and was never digitised on any mobile device. Yet, over seven hours, multiple transactions were carried out at various locations, including major electronics retailers in Dubai Mall and stores in Sharjah, with many exceeding Dh10,000.
“I was in the middle of a surgery when these transactions took place,” the 60-year-old told Khaleej Times. “Four of them happened even after my card had been completely exhausted, and two were in Kuwaiti Dinars (KWD). None of them required an OTP.”
According to Dr Singh, the bank flagged a fraudulent transaction early on but did not block the card or attempt to contact her. "They identified the fraud after the second transaction but did nothing to stop it. If they knew something was suspicious, why didn't they freeze the card?" she questioned the bank (name withheld for legal reasons).
When she reported the fraud and requested an immediate block, she was informed that payments were still pending. However, to her shock, the transactions were later posted even after she had alerted the bank.
Dr Singh alleged that the bank refused to provide details of the transactions and ignored her attempts to escalate the matter.
"They wouldn't let me speak to anyone in authority. My relationship manager was completely ineffective. It was only after I took to social media that they contacted me."
After persistent efforts, the bank finally informed her that the transactions had been carried out through Apple Pay. "But I have never registered for Apple Pay," Dr Singh said. "Apple confirmed that my card was never linked to their service. So how were these payments authorised?"
She pointed out a glaring contradiction in the bank's response. "They claim Apple Pay is secure, but why did they email me flagging a fraudulent transaction? And if they suspected fraud, why did they continue approving payments instead of blocking the card?"
When contacted, a spokesperson from the bank said, “We take fraud-related concerns very seriously and remain committed to protecting our customers. While we cannot comment on individual cases due to customer confidentiality, we conduct thorough investigations in line with our due diligence process and regulatory requirements. We regularly communicate with customers about the importance of vigilance in their accounts and monitoring transactions.”
Dr Singh has since filed a police complaint. Meanwhile, the bank offered her a 12-month instalment plan to repay the fraudulent charges, a proposal she had flatly rejected. “I did not authorise these transactions, so I should not have to pay for them,” she said.
Dr Singh’s ordeal is not an isolated case. Khaleej Times has previously reported cases where customers found themselves helpless after their credit cards were hacked or unauthorised transactions were made without OTP verification, leaving them with no recourse.
In a similar case, an Indian expat, Ajoy Joseph, discovered that three credit cards had been fraudulently issued in his name using a forged Emirates ID photocopy, each maxed out to Dh30,000. Another victim, Ayesha Naseem, found her credit card used in Qatar, despite never having left the UAE. Dubai housewife Sarika Thadani was charged for transactions even after blocking her card, while Abdul Kader, a driver, had his bank account emptied without any OTP verification.
Cybersecurity experts warn that such fraud cases are on the rise in the UAE, with public sector entities facing an average of 50,000 threats daily. Yet, customers who fall victim to banking fraud, often find themselves blamed, ignored, or even harassed by recovery agents instead of receiving solutions.
“Banks in the UAE have a duty of care to protect their customers,” said Hossam Zakaria, a legal consultant at Dubai-based HZ Legal. “Victims of financial fraud should seek legal counsel to understand their rights and explore options for compensation.”
