Stop the charges
I have had a First Gulf Bank (FGB) credit card for a year now. The card is not activated and has never been used. I remember when I got the credit card, I was promised by their agent that the card is free for life - meaning there is no annual fee.
A year later, in December 2013, I received a text message from FGB stating that they are charging me an annual fee of Dh500. So I called up FGB and told them that I want to cancel the credit card because of the annual fee. The operator said I should receive a call within five working days, with a solution for my complaint.
When I got the call (around January 11 or 12, 2014), an FGB representative told me that they couldn’t cancel the credit card because I have to settle the balance amount first, on or before the due date of January 15. The operator also said that to be on the safe side, I should at least pay a minimum amount of Dh100 to avoid late payment charges or use the card so that perhaps they could waive the charges.
I was very upset to hear this because I felt like I was being blackmailed, so I made another complaint to waive the annual charges, since I was travelling for vacation on January 14.
I was hoping to receive their call at least within three days - before January 15 - but I got the call after the due date and I was already in the Philippines.
I even visited their main office in Salam Street, Abu Dhabi, and was told that I don’t have to worry since FGB doesn’t charge late payment against annual charges. But guess what? Now, the outstanding balance went up to Dh700.
Again, I tried to reason with FGB, asking why couldn’t they just waive the annual charges since the card was never activated and used? But FGB representatives said the same thing, adding this time that I should use the card for any item not less than Dh1,000 and perhaps they would waive the annual charges.
This was upsetting to hear because it’s like nothing was being done about my request, even though my reasons were justifiable. When I was in the Philippines, I even asked the FGB operator to call me back since they were calling me internationally and I only had Dh40 credit, so there wasn’t enough time to talk. I gave the FGB representative my contact number in the Philippines and she promised she would call back but didn’t.
I returned from the Philippines a few days ago, and the whole time I was on vacation, I was thinking of this problem FGB gave me. I called them again for the same request - to waive all the charges - because following my vacation, another due date was coming up, wherein they would add another Dh200 to the previous Dh700 balance. Now, the outstanding balance will go up to Dh900. This will go on and on every month if FGB doesn’t waive the charges and my main concern is that I am scheduled again for vacation in mid-April and I don’t need these issues while travelling.
In conclusion, FGB cannot just take money from their clients and I believe an annual fee of Dh500 is too much, because other banks are only charging Dh150.
From Mr Lord Byron F. Rempillo
Abu Dhabi
The management of First Gulf Bank responds:
FGB values its customers and is always keen to receive their feedback to ensure we consistently deliver the highest standards of customer service. The bank has contacted Mr Rempillo to discuss the matter and the card has been cancelled with the charges reversed. Mr Rempillo is satisfied with the resolution.
Mr Rempillo responds:
Just a couple of days ago, I received a text message from FGB confirming the cancellation of my credit card as per my request. Thank you Gulf News for the time and effort.
Editor’s note: Do you have similar issues that you would like to raise with us? You can write to us at readers@gulfnews.com
