I was planning to go on a vacation on May 21. On May 19, a representative of FGB called me, marketing a n insurance product. I asked her to send me an email about it with features and benefits. I did not agree to take the policy. After returning from vacation, I came to understand from my statement that Dh29 for insurance was added in my equated monthly instalment (EMI) for my loan. I registered a complaint and was told the complaint would be verified by my voice call with the representative.

After verification, I was ensured an error had occurred from their end. Thus, they advised me to pay the actual EMI of the loan. After the payment was made from my side, without the insurance amount, an official email arrived, saying I am a valuable customer and I have not made a payment of Dh30. They advised me to pay the same as early as possible, to avoid any late payment charges. I paid Dh70 instead of Dh30 due to an ATM problem. After that, I was told that the same would be reversed. The next statement from FGB showed me a lot of extra charges, totalling Dh500. Instead of paying Dh2,030, I was ordered to pay Dh2,561.16.

Again, a complaint was registered with FGB customer care. Twice, I made a service request. Since then, I have not got any clear instruction regarding this issue. I met the bank’s customer service officer, who said that many people have faced the same issue, but expressed her helplessness to do anything. I hope Gulf News can help me.

From Mr Kiran Tanksalkar

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 Tanksalkar, and the matter has been resolved.

Mr Tanksalkar responds:

Thank you Gulf News for all the help and effort. I got a call from a FGB customer care representative, who assured me the entire amount charged to me would be reversed. Also, she regretted the ordeal I went through.

(Process initiation: July 26. Response from organisation: July 29. Reader confirmation: July 30.)

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.