My issue is related to motor insurance, which I purchased from First Gulf Bank (FGB). When my car insurance was due to expire last month, I was approached by many insurance companies to provide me with new insurance with a better rate, features and services, and one among them was FGB.

The salesman from FGB explained to me the various rates and features of their insurance policies, and also offered a gift voucher from Lifestyle store worth Dh200. He said, the gift voucher is of a great value, as I can buy anything from the store. So I accepted his offer and purchased the insurance from him on December 15, 2014. He said the original insurance documents and the gift voucher would be couriered to my address within a week.

I received the original insurance and gift voucher on December 24. I was shocked to see the voucher was valid only till December 31, 2014, and only applicable for buying diamonds and watches from Lifestyle store. I immediately called the salesman and enquired about the issue. He then apologised and promised me that they’ll send another set of vouchers by January 2015 (as per the type of voucher promised to me initially).

I have waited for the new vouchers, but nothing has come. So I called the customer service centre and raised a complaint on January 9. Then the salesman called and requested me to wait for a few more days for the new vouchers. After two weeks, I called the customer care to check the status of my complaint. I was shocked to know the complaint was closed, stating that since there were no other gift vouchers available, they had “informed the customer about the matter and the customer agreed to close the call”.

I asked them to reopen the complaint, as I have not received any calls from FGB and have not agreed to close the call. A week later, I received a call from FGB, saying they don’t have any other types of vouchers, and if needed, they can send me the same vouchers again with a different expiry date. I disagreed and asked them to return the money, if they are not providing me the vouchers, and the agent rudely hung up my call. I kept following up with the call centre agents, but to my utmost disappointment, till date they’ve not taken any action. I request Gulf News to take up this issue to resolve it.

From Mr Arun Joy

Abu Dhabi

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 Joy, and the matter has been resolved to the customer’s satisfaction.

Mr Joy responds:

FGB said they will send me the vouchers. Thank you Gulf News for all the support.

(Process initiation: February 15. Response from organisation: March 3. Reader response: March 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.