Adding up

I would like to inform Gulf News about the problem I am facing with First Gulf Bank (FGB).

One year ago, an FGB sales representative called me and promised that I can have a Titanium credit card free of cost. She agreed that there would be no annual fee or other hidden costs. But when I received the card, I read that there is an annual fee of Dh500. I called the customer care number, filed a complaint about the false information and requested for the cancellation of the card. I told them I wouldn’t have gone for it if she hadn’t offer a free card.

At that time, the customer care executive told me to choose a quick cash or balance transfer option to waive the fee but I disagreed and asked her to continue with the request to cancel the card.

After two days, the same representative called me from the bank and said she had a discussion with their sales department, and that they have agreed to make my card free for life. So I started to use the card.

After one year, I saw an email stating I had to pay Dh500 in annual fees, along with Dh200 as late fee. I was in India at the time and was shocked. After I returned to Dubai, I called FGB’s customer care number, but again they asked me to go for the quick cash option or utility bill registration to revert the Dh700. Otherwise, it would accumulate Dh200 every month.

I tried to convince them but they were just trying to do further business based on my grievance. Finally, they closed the complaint saying I should call the agent who had the discussion with the sales department, to waive off the annual fee.

I never expected such service from FGB. Now I do not know what to do, while the clock keeps ticking for the Dh200 to add to my debts next month. I request support from Gulf News.

From Mr Shamsheer K. Puthiyottil
Dubai

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 Shamsheer to discuss the matter and we have agreed to reverse the charges, provided that the customer spends Dh2,000 on his card. The customer has agreed and is satisfied with the resolution.

Mr Puthiyottil responds:

I want to convey may thanks and happiness to Gulf News on this occasion. I have received a message from FGB saying that the charged amount would be reverted. After Gulf news team’s intervention, they gave me the option to spend Dh2,000 during the month and said they would revert the money after that. Once again, I thank Gulf News for the kind support.

(Process initiation: September 8. Response from organisation: September 11. Reader confirmation: September 21.)

Dummy account

A representative of Emirates NBD called me in May for a credit card and so, I applied for it. At that time, I had no other relationship with this bank. The agent took documents from me and after some time, I received the credit card.

Later, I received a letter saying that I have a current account and would receive a cheque book and a debit card. I called the representative and he said that this was only a dummy account and it was required for the purpose of the credit card. I called the call centre and they said that I had to maintain a minimum Dh5,000 in this dummy account, otherwise Dh25 would be deducted. I again called the representative and he said to ignore this. When I applied for the cancellation of my credit card, they said that the card would be cancelled free of charge, but for closing the dummy account, I would be charged Dh100. Please help me close this account free of charge. I have no balance in this account and I do not have anything except the account number to show for it.

From Mr Noman Abdul Aziz
Abu Dhabi

The management of Emirates NBD responds:

We are pleased to inform you that our Group Customer Experience team has been in touch with Mr Abdul Aziz and has provided him with the necessary clarifications relating to the charges for account closure.

We would like to clarify that since Mr Abdul Aziz decided to close this account before six months from the date of opening, a service charge was levied as per the bank’s schedule of service charges. Furthermore, we wish to confirm that our team looked into Mr Abdul Aziz’s concerns and granted him, on an exceptional basis, a waiver of his account closure fee. He has been contacted and informed accordingly.

We would like to thank you for your continuous support in offering us the opportunity to further assist our valued customers.

Mr Abdul Aziz responds:

The bank has contacted me and provided me with clarifications. My problem has been resolved without incurring financial charges. I am very thankful to Gulf News, as the intervention helped resolve my problem quickly.

(Process initiation: September 19. Response from organisation: September 23. Reader confirmation: September 24.)

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.