I would like to share my bad experience with FGB credit card. I was charged for insurance without my request or approval.
One day, I received a call from FGB. A representative said they would need to update missing details in the system and asked my wife’s name and other details. I was confused, and wondered whether they were going to activate a plan on my account. So, I clearly informed them that I did not need a payment plan.
After one month, when the statement came, I noticed they had activated the ‘Max’ insurance plan, which cost Dh350 per annum.
After noticing this, I contacted FGB customer care, and asked for details about who activated it without my prior approval or request. First of all, a connecting call with customer care was so difficult and I had to wait for a long time in queue. Then, the customer service representative informed me that they could not do this; they would need to transfer the call to their insurance department. I waited for a long time and the phone kept ringing and got disconnected suddenly after around 20 or more minutes.
I tried again on the same day and repeated the whole process, and informed them the last call was disconnected after waiting for a long time. The customer service representative promised he would transfer successfully. After all this, I told the insurance agent to cancel the plan as well. But they told me they didn’t have any option to refund. I argued with them, because I didn’t want the plan, and it was approved without my approval. They promised me they would call back after reviewing the case. I clearly informed them to cancel the plan again and again, while contacting them each time.
I contacted them several times and have received no response from their end. Now, it’s been three months and they keep charging Dh30 per month. I tried again, two days ago, but they told me: “We tried to call you and no one responded to the call.” Three months are already over, and they cannot cancel the plan. How is it that they can activate the plan without my approval, yet for the cancellation, they need a reconfirmation for the same request?
I received a callback from the insurance agent who activated my account. I asked him why he activated it without my approval. He didn’t have any specific reason. He also said that I could not cancel the plan now.
I don’t understand why the bank shares our personal details and privileges with other insurance agents. My direct dealing is with the bank only, not with any third party agents
From Mr Johnson Antony
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 Mr Antony via email, and confirmed that the charges will be reversed.
Mr Antony responds:
Thanks for the help. The issue is now resolved.
(Process initiation: August 2. Response from organisation: August 7. Reader confirmation: August 11.)
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.
