It's our policy - Citibank

Here's my little encounter with Citibank UAE - which in my personal opinion is probably one of the worst bank I've dealt with.

Me: You have doubled charge one of my transaction for AED154 (equiv to USD$42)

CB: Are you sure?

Me: You should have my statement, why not you check

CB: OK so what do you want to do?

Me: Lodge a complain?

CB: OK, that will cost you AED100 (USD$27)

Me: I've been double charged, and I have to pay for it?

CB: Sometimes it's not our fault

Me: So it's mine?

CB: I didn't say that

Me: Then why do I have to pay AED 100 for the double transaction.

CB: It's our policy

Me: OK (thinking i still could get back AED 54)

CB: Oh, and if we cannot find any fault with your complain, we will charge you another AED 100.

Me: You mean if you screw up your investigations?

CB: It's our policy

Me: Whatever, just put the complain through.

CB: Oh, and we also have to cancel your credit card, and re-issue you a new card. That will take about 7 working days.

Me: WHY? It's just a double charge

CB: It's our policy

Me: Great, I'll cancelling my credit card now.