This is to raise an unfortunate experience I had with FGB recently. I have been a customer with them for a long time and recently, I found out that they had charged me Dh400 a few months ago for an insurance scheme that I never subscribed to.
I never subscribe to any insurance services or schemes, especially not the ones offered by banks, so I was very upset to know that the bank had charged me for this without my consent. I complained to the bank regarding this and spoke with their customer service representatives many times.
First, I was told that I had given them consent for the subscription, but when I questioned this and asked for evidence, they changed their position and said that I had three months to cancel the subscription, but I refused to do so.
I told them that I am ready to come to their office and listen to the recording of the conversation in which, I apparently gave my consent for the subscription, however, I was told that it is confidential material and cannot be shared with customers. I feel that this is a case of cheating and in addition to that, this so-called insurance scheme cannot be cancelled before completing a one-year term.
I spoke to a representative at the insurance department and was told that I could go ahead and register a case against the bank if I wished to do so. I am so frustrated with these practices by the bank. Should I be made to pay for an insurance scheme that I have never even dreamt of subscribing to?
Can Gulf News please advise me of an option to raise this matter with the concerned authorities so that I can receive justice against such unfair practices by FGB? It is not only the money that matters, but the unfair treatment I received, which disappoints me.
From Mr Abdul Rafeek
Dubai
The management of FGB 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. The bank has been in contact with Mr Rafeek and the matter has been resolved to the customer’s satisfaction.
Mr Rafeek responds:
Many thanks for the correspondence. The bank has contacted me and offered to reverse the insurance premium that they had charged on my card. Thank you Gulf News for taking up my concerns with FGB. The newspaper is really helping a lot of people by offering this service.
(Process initiation: April 22. Response from organisation: May 1. Reader confirmation: May 4. Process completion: May 4.)
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.
