Credit card
I am writing about my experience with First Gulf Bank (FGB) credit card. I was using their Platinum card for several years. Last December when I tried to use it for merchant purchase in Al Ain on December 13, 2013, cashier said she cannot process the amount as she got a message that said “card capture”. I was heavily embarrassed from that. I never come across such a thing in my past. I asked her what it means. She said that she cannot give the card back; she wants to surrender it to the bank and requested me to contact the bank. Finally I used another card to complete the purchase.
After two days, I called the bank and complained. They said I will get a call from the complaint department within two working days. I never received any call from them. I called many a times but it’s of no use till now. I came to know from the customer care that my card has been blocked on December 6, 2013 for security reasons, but there has been no call from the bank.
Till now I was following with them to provide the reason; they failed to. To my surprise I am getting a call for Balance Transfer. On what basis are they offering a Balance Transfer against the blocked card.
Finally I called them to issue the vouchers for my used amount (69,368 points equal to Dh700), which belongs to me.
They made a request and called me finally that they cannot issue the redemption vouchers against the blocked card.
I feel guilty and don’t know what mistake I did and why they blocked the card? I have been patient for the past three months by calling and waiting for them to resolve it. Now I request Gulf News to interfere and get my vouchers.
From Mr Mohammad Shajahan
Dubai
The management of First Gulf Bank responds: FGB is committed to providing the best possible service to its customers and listening to their feedback is a top priority for the bank. We have been in touch with Mr Shajahan to discuss the matter and his reward points have been redeemed.
Mr Shajahan responds: Extremely thanks for easily solving this issue. Now I got the redemption voucher from the bank. Without Gulf News, I wouldn’t get this.
I had read several issues published in Gulf News, most of them got solved. And then they expressed their happiness toward Gulf News. Now it’s my turn to express it. Sincere thanks to Gulf News to get this solved. I tried several ways to solve this issue before approaching Gulf News, but nothing worked out.
(Process initiation: March 10, 2014. Response from organisation: March 16. Reader confirmation: March 18).
Air ticket
I cancelled my ticket with Air India Express (AIE) in December 2013. But despite following up with AIE for the past three months, I have not received a response. I made several follow up emails and phone calls for my refund but without any success. I would appreciate Gulf News’ support in taking this matter to the right people and help me get my money back.
From Mr Syed Eslam
Sharjah
The management of Air India Express responds: This is to inform you that the amount has been refunded to the credit card on March 20, 2014.
The amount will reflect to the credit card account within 4-5 working dates.
Mr Eslam responds: Thank you very much. I have checked my account and my money is credited from Air India Express. I am really thankful to Gulf News for the help.
(Process initiation: March 18, 2014. Response from organisation: March 23. Reader confirmation: March 26.)
