I am desperately trying to have this issue resolved with First Abu Dhabi Bank (FAB) for a full month now. On May 27, 2017 its representative called and offered me an insurance package. I was only listening to him and he then sent me a one-time password and was asked to read it out, and I did. Then he said, all your payments are made on time and you are a high priority customer for our bank. Then he asked me if I was married and if I would like to change the nominee on my account from mother’s name to husband, I said yes. Then he said, thank you and you will get an email shortly and hung up.
On May 29, I checked my email and saw the life insurance protect policy on my name and my husband as nominee and a fee of Dh972 charged to my credit card.
I then called the bank within 20 minutes of receiving the email and asked for immediate cancellation. This request was taken and the cancellation was effectively done on May 30. I called again on May 30 and asked about the reversal of my money and was told it will take one week. I also sent a follow up email same day. I said okay as long as I’m not charged in my next statement I was fine. I called again after two days asking the status of reversal. I was told it would take around 10 working days to a month for reversal. I was furious and began fighting with the representative and yelling eventually with no proper response, I hung up. I sent another email for follow up. No response. Then called again and was told it will take 10 to 15 working days for reversal. I kept fighting all through the month eventually my statement was issued and I saw Dh972 charged and not reversed. I called and asked the bank and was told it will take 45 working days to get reversal. This is utter nonsense. I am highly disappointed.
From Ms Raquel Dsouza Fernandes
Dubai
The management of FAB responds: FAB supports the growth ambitions of its stakeholders and goes beyond financial products and services, and as such, we are grateful for all customer feedback as we strive to consistently deliver the highest standards of service. The bank has been in contact with Raquel D’Souza, and the matter has been resolved to the customer’s satisfaction.
(Process initiation: July 19. Response from organisation: July 24. Process completion: July 27.)
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.
