Seek consent
I have seen a recent reader complaint about First Gulf Bank’s (FGB) practice of charging credit shield and insurance on credit cards without seeking express consent from the card holders.
Consent from the card holder is a general industry norm. I have been using credit cards for almost 15 years and never encountered such a scenario wherein a bank has this service pre-activated on the cards.
I hope that I am equally lucky and get a refund of unfairly imposed charges on my card.
From Mr Sajjad Zahid Shaikh
Dubai
The management of First Gulf Bank responds:
FGB is keen to receive and listen to its customers’ feedback, to ensure that it consistently delivers the highest standards of customer service. The bank has been in touch with Mr Shaikh and the insurance charges on his credit card have been reversed. The customer has been informed of the resolution and is satisfied.
Mr Shaikh responds:
Thanks a lot for taking up my case and I gladly report that I have received the reversal of charges from FGB. I hope that Gulf News will continue with this practice and consumers will have a forum to voice their concerns to be heard at the right level.
(Process initiation: March 24. Response from organisation: March 30. Reader confirmation: March 31.)
No sign of refund
I had purchased four tickets from RAK Airways for Dh2,060 in the month of December 2013. After frequent follow-ups for a refund on January 30, 2014, RAK Airways’ head office issued me a promissory note confirming that a cheque will be issued after February 15.
With great expectations, on February 26, I went all the way from Sharjah to Ras Al Khaimah to collect the cheque. I was shocked to see the office closed with just a security guard on duty. He didn’t have answers for the queries made by me and many other desperate people who had been present there.
I came to know from the security guard that many people visit the office regularly for a refund. Is there a way to retrieve this money from RAK Airways?
From Mr Dinesh Kumar Narayanan
Sharjah
Editor’s note:
The complaint was forwarded to RAK Airways for comment. However, despite repeated reminders, they did not respond.
(Process initiation: March 5. Process completion: March 27.)
Unwelcome charges
Eight years ago, I came to work in Dubai, and opened an account with Emirates Bank - now Emirates NBD. After approximately one year, I switched to HSBC since the company I am working in had an account there and the salary transfer was processed faster. Ever since then I kept receiving “zero balance” statements from Emirates NBD until January 2013 when they stopped sending it. I lost track of the account for some time, only remembering a couple of weeks ago, when I decided to close the account. To my surprise and dismay I have been told I have to pay Dh1,800 in “account maintenance” fees, since I left the account while under the minimum balance.
I raised the issue with the manager of the Mankhool Branch and he was very nice, advising me to write a letter to bank head office, explaining the situation and requesting for said fees to be waived, which I did. A couple of days later, I received a call telling me my request was declined and I would have to pay the amount in full.
Why were such fees were not shown in the statement? I would have obviously taken action much sooner. Why has nobody contacted me to inform me about accruing fees? All my contact details are unchanged and available to the bank. I consider these fees unjustified and I would like it to be waived and for the account to be closed. Gulf News, please help me resolve this issue.
From Mr George Emil Ursache
Dubai
The management of Emirates NBD responds:
We are pleased to inform you that our Group Customer Experience team has been in touch with Mr Ursache and resolved the matter to his satisfaction.
We would like to clarify that the relationship maintenance fees and account dormancy fees, which have been levied on his account are applicable as per the bank’s schedule of service charges.
As a gesture of goodwill, Emirates NBD has decided to partially waive the accumulated monthly fees applied on the account and our dedicated team is assisting Mr Ursache with the account closure formalities.
We would like to thank you for providing us with the opportunity to resolve our customer’s issue.
Many thanks for your continued support and valued efforts.
(Process initiation: February 15. Response from organisation: February 23. Reader confirmation: February 23).
Extend due date
Dubai Islamic Bank (DIB) is not helping me. I tried to reach its manager in the main Sharjah branch, but he asked me not to waste his time.
My salary comes in on the 28th of every month and my personal loan and auto loan due date is the 26th of every month. I requested DIB to extend my due date for two days, but they are not extending it. They are imposing fines of Dh175 each time. I have already submitted my salary transfer letter and all the required documents. Please help me.
From Mr Sheeraz Khan
Ajman
The management of Dubai Islamic Bank responds:
Dubai Islamic Bank (DIB) would like to confirm that our customer service team has been in touch with Mr Khan to address this issue. We are pleased to say that his installment dates have been changed and the matter has been resolved to his satisfaction.
Mr Khan responds:
With Gulf News’ great support, DIB resolved my case. I am thankful to the newspaper. I am alone in the UAE and Gulf News has always helped me - in finding my job and my flat and now, in helping me get justice.
(Process initiation: February 5. Response from organisation: March 11. Reader confirmation: March 13).
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
