My issue is with regards to my experience of using a flexi-loan account with FGB. I am extremely disappointed with their system, customer service and efficiency.
In the first month, they levied late charges. An FGB representative informed me that I could pay the loan amount through my credit card account, but that was not the case. Although the charges were reversed, I still had to go through great inconvenience.
In the second month, I had to call them three times to confirm my due bill because the customer service representative was not sure.
Now, it is the third month, and I have two new issues with the bank. First of all, they have charged me Dh489.85 for credit and accident insurance, which I never opted for. No one has informed me about it either. Now, the bank is asking me to pay every month. I would like Gulf News to take up this matter with the bank.
The other issue I am facing is that my date of birth is incorrect in their system. I gave them my passport copy and would like to ask how they can make such a big mistake? Due to this error, they couldn’t verify my details over a phone call and could not inform me about the details of my other complaint.
They say that I have signed up for monthly statements on email, but I never receive the statement from the bank until the payment date passes and I have already paid the bill. Now, when I received my statement after many calls made to them, they seem to have charged me Dh450 per month extra for credit and accident insurance for three months, and only reversed charges for one month.
I would like to highlight all these issues to FGB’s management, so they can reconsider practices being followed by their salespersons and the policy of enabling unwanted services without the consent of the customer.
From Ms Afia Jamal
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 Ms Jamal, and the matter has been resolved to the customer’s satisfaction.
(Process initiation: November 7. Response from organisation: November 10. Process completion: November 18.)
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.
