Don’t cash in on ATM
I have a credit card from First Gulf Bank (FGB). In my December 2013 statement, I was asked to pay the amount before the due date of January 5. On January 5, at around 10.30pm my wife went to Sharjah King Abdul Aziz, FGB branch, to pay the minimum amount, that is Dh650. When she made the payment through the cash deposit machine, the machine accepted the amount and no printout came, only an on screen message saying transaction completed. Other people who are also waiting to make payment said that sometimes the machine does not give printouts, so no need to worry, it would be credited. But I did not receive any credited SMS from the bank, so I called the bank and explained everything. They sent me a form and I filled all the details on January 8 and emailed it to the concerned section.
After a few days, they said that the amount was ejected from the machine, so it was not credited in my account. I asked them to check the camera because we did not get back our money. They took the request and said they have to take permission from the concerned department. After a few days they called and said that they did the formality and I can go to that branch and see the camera footage. So we went to that bank and I explained the complete scenario, but they refused to show the camera footage. Then I called the customer care section, and told them that the bank refused to show it. After a few days, somebody called and said they cannot show the footage, so they wanted to close the complaint. I said at least they should check from their side and see what happened and who took my money. But they did not do anything.
In the next month, I got fined for over limit charge of Dh189, late charge fee of Dh189 and finance charge and the amount of Dh650, so a total of around Dh1,000 loss for me. This is the problem of their machine so they are responsible for that. At least they could have checked the camera footage — they would come to know what happened to my money. I hope to get my money back.
From Mr Niyaz Ahmad
Sharjah
The management of First Gulf Bank responds:
FGB is grateful for all customer feedback to which we give careful consideration as we strive to consistently deliver the highest standards of service. FGB has been in contact with Mr Ahmad, and additional charges credited in January 2014 were returned to the customer, and late payment fees were reversed.
Mr Ahmad responds:
I am very thankful to Gulf News. Because of the newspaper, I got my Dh650 back and the reversal of late payment charge is also under process.
(Process initiation: September 29. Response from organisation: October 7. Reader confirmation: October 9.)
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.
