Text message trouble

I wish Gulf News will be able to help me extend my complaint to First Gulf Bank (FGB) regarding their confusing and unreliable information.

I have a personal loan from FGB, and I am paying the exact amount without failure at the end of every month. On August 31, 2014, I received an SMS from the bank at around 7.03am stating that my personal loan instalment was due on September 2. That was two days to go from August 31. So I decided to pay on September 1 at around 9pm in the evening.

Unknowingly, when I checked my printed statement, they had debited Dh100 in my account, dated September 1 for a returned cheque and I was surprised because I was expecting that my due would be on September 2, as per the information in the SMS.

If not because of the text message I received, giving me at least a day to deposit the amount, I would have deposited the due amount on time on August 31. I am hoping that they will reverse the amount and clear my records of the returned cheque because it is unfair that I should suffer from this disappointing service, caused by their incorrect information.

I logged a complaint with them on the night I had deposited my dues, and they gave me a service request number whereby they right away closed it without even calling me.

So I decided to call back and again they gave me a new service request number, which they have not updated me about. I am hoping they provide me with a proper solution to this confusing information.

Looking forward to Gulf News’ help.

From Mr Arnel Ong

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. FGB has been in contact with Mr Ong, and the matter has been resolved to the customer’s satisfaction.

Mr Ong responds:

I would like to extend my gratitude to Gulf News’ staff for helping me out with this issue. I would also like to thank the staff of FGB who I last spoke with, who finally listened to me and understood the real scenario. They have reversed the charges in my account, as promised.

 

Process initiation: October 2, 2014. Response from organisation: October 22. Reader response: November 2.

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.