Reversal of charges
I request Gulf News to kindly correspond with the management of First Gulf Bank (FGB) on what has transpired, as detailed below, for resolution. It is totally unacceptable that charges have been levied without my knowledge and despite lodging a complaint, the issue is yet to be resolved.
Synopsis related to the captioned card:
I had availed of a balance transfer of Dh31,860 with a processing fee of 3 per cent and made the first payment of Dh2,440 on January 2, at 11.30am.
The next payment of Dh1,500 was made on January 25 at 2.12pm (both these payments were made at the Bank Street branch ATM in Dubai).
I received a call from the collections department on February 18, stating that there is an overdue payment on my card of Dh100. I asked for the reason, which the collection staff was unable to answer. They said the customer service centre would be able to give feedback.
The following day, on February 19, again there was a follow-up call from the collection staff and I made a call to the customer service centre (on its toll free number: 600525500) at 12.15pm. I spoke with a staff member, who took down the details and explained the charges that have been levied (basically the insurance), to which I said that I had made a call to the customer service centre on the January 28 and had lodged a complaint to cancel the insurance charges and to reverse all accrual to this effect.
My understanding:
• Why were the insurance charges levied on the card without my knowledge? I am sure FGB will state that all such charges are levied by default and they have posted the same on their website, which is a common reply.
• Although a complaint has been raised and I’ve received an SMS stating the same issue has been closed, why am I receiving calls from their collections department and why should I pay these charges?
• On February 20, I received a call from a staff member who stated the insurance has been cancelled but the accruals can’t be reversed.
All I am seeking is a reversal, in order to end this issue and to allow me to continue with my commitment to the payments of Dh1,484 with FGB.
From Mr Fredrick John Mascarenhas
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 Mascarenhas to discuss the matter and the insurance charges on the card have been reversed. The customer is satisfied with the resolution.
Mr Mascarenhas responds:
Thanks for the follow-up from Gulf News’ team on trying to resolve my concerns. Although they have confirmed via telephone call that the charges have been reversed, I shall wait until I see my card statement.
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
