Renewal charges on a free card

I have an FGB credit card. In February 2015, I was charged Dh300 for remit renewal. I called FGB and asked about the charges and they told me that it was the insurance renewal charge. I told them I don’t want any insurance and they could credit the charged amount to my account next month. They agreed and said I would see it on the next statement.

I waited for one month but the amount was not credited. I called them and they told me that it would take 45 days. Again, I waited, but the next statement was the same.

After that, I called them every month. As per their insurance department, the request has been looked into, but the amount has not been credited to my card. I called them three times in July and finally, I was told that it would be done within two days and that I would receive a call from their manager. Ten days later, nobody had called me.

Whenever I call and ask to speak to the manager, I am told that the call cannot be forwarded. I am tired of corresponding with their call centre and insurance department, as I am not getting any feedback from them.

I got the FGB credit card as they had confirmed it would be free for life. Then, FGB deducted the money from my credit card without any information. It seems we need to consider the interest for that amount for the past six months, too.

My last hope is Gulf News. I hope the newspaper will raise my complaint and help solve the matter.

From Mr Prajeesh Puthanpura Bhaskaran

Sharjah

 

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 Bhaskaran, and the matter has been resolved.

 

Mr Bhaskaran responds:

They have resolved the issue and Dh300 has been credited to my card. Thank you Gulf News for the valuable feedback.

 

(Process initiation: August 7. Response from organisation: August 24. Reader confirmation: August 25.)

 

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.