Cancel please
The First Gulf Bank (FGB) credit card team called to explain regarding free reward points. I replied saying if it were free, I would be okay with it. However, when my monthly statement arrived, in the name of FGB Remit Policy, they charged Dh300 unnecessarily and never took any confirmation from me regarding the charge.
I raised a complaint and after 5-6 days, a representative called. He did not at all listen to what I said and claimed that they had recordings of our conversation. When I asked them to show it to me, he said it was confidential. How can my own conversation be confidential? When I asked him to take a one-month charge and cancel it, he said this was not possible, as it had already been processed. After a day, I called to complain. The same representative returned my call after three days repeated the same thing. The third time I called them, the representative said I had asked them to continue with the plan.
I am totally fed up and disappointed with the services of FGB and am planning to cancel the card. However, they said I would have to pay an entire Dh300 to cancel the card. I request Gulf News to check this issue.
From Mr Vishnu Surya Mohan
Dubai
The management of FGB 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 Mohan to discuss the matter and the policy has been cancelled, as per the customer’s request. He is satisfied with the resolution.
Mr Mohan responds:
I am extremely happy because of the kind intervention and help Gulf News had provided. I got a call from FGB and an assurance that the policy will be cancelled and the amount will be refunded. I confirm that the issue is resolved.
(Process initiation: August 30. Response from organisation: September 4. Reader confirmation: September 5.)
Problem with billing system
I was using etisalat’s landline and Al Shamil connection at Dh189 per month till April, and was paying the invoices promptly. An etisalat sales agent called during April, offered an eLife promotion and said the upgrade will be done without any additional fee on existing rental charges for the next six months. He said I would receive free installation and upgrade. But etisalat charged Dh400 for the upgrade on May 1 and the amount has been carried forward ever since.
I complained to their customer service by calling up 101, and visited their Al Twar Business Centre twice. They have acknowledged there was a billing discrepancy in etisalat’s system and said the amount would be adjusted and refunded in the next month’s bill.
Etisalat has not adjusted the amount till now in all the subsequent months’ invoices. I complained every month after receiving the invoice, as customer service keeps informing me that my complaint is closed and the refund would be reflected in the next month’s billing cycle. When I called up etisalat’s customer service, they said there is an issue in the billing system and thus it has not been rectified till now. A similar issue has happened to many customers I know; the refunds are provided when the billing system issue is rectified.
I would like to take it up with Gulf News as it is a general issue for many customers and no committed date has been decided upon to refund the money, even after many follow-ups, visits to business centres and written confirmations from etisalat.
Thank you for your action.
From Mr Haridas Kozhissery
Dubai
The management of etisalat responds:
Kindly note that the customer’s issue was resolved.
Mr Kozhissery responds:
Thank you so much for your effort to resolve the issue. I have received a call and SMS from etisalat that Dh400 has been credited to my etisalat account.
(Process initiation: August 23. Response from organisation: August 27. Reader confirmation: August 31.)
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.
