I had taken a tenancy protection plan from FGB in December 2015, as I am a FGB credit card holder. I was told that while taking the policy, I would be eligible to convert the amount in monthly Equated Monthly Instalment (EMI) and that in March 2016, I would receive a credit of 5,000 points for the plan.
However, when I received the statement for March, the points weren’t credited to my account. I followed up with their customer care and they said that the insurance department would revert to me. In the first week of April, a representative from the insurance department called and assured me that the points would be credited to my account immediately and apologised for the delay.
However, again, no points were reflecting in my account in April. Thus, from that time onwards, I have been continuously following up with their customer care, including their social media page and have also emailed them my request.
Every time, an FGB customer care representative calls me and assures that the points would be credited to my account but nothing was done until May 19. They said that the matter would be closed within three to four working days, but it has been almost two months now. Considering this, I request Gulf News to intervene and help me resolve the issue.
I am now not only looking for the points to be credited to my account, but also for additional rewards in the form of a gift voucher equivalent to or higher than the policy premium that I paid for. They should reward me for the hassle that I have been going through.
From Mr Deepak Shah
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 Shah and confirmed that the reward points are being credited to his account.
Mr Shah responds:
Thank you for the assistance. My query received the necessary solution.
(Process initiation: May 25. Response from organisation: June 1. Reader confirmation: June 6.)
Unfair credit card charges
I am a 63-year-old man, who retired two years ago, in August 2014. My end of service in the amount of Dh65,000 was credited to my bank, Emirates NBD. However, the bank decided to freeze Dh10,000 as credit card payment and left me with Dh55,000.
I asked them to close my account so I could withdraw the money. In 2016, after almost two years, I am getting calls from the bank, and when I answer, a voice recording states that I would need to pay my credit card dues. I thought this was a mistake.
However, last week, I got a call from the collections department, stating that I have to pay Dh11,000 to the bank, or else, they will raise a case with the authorities. When I asked them the reason for this, I was told that since my credit card was not closed, this was the interest that I would have to pay. I visited the branch and spoke to a representative in the loans department, however, he was not willing to give me the statement or talk to me. He told me to call the call centre for the statement, and to call the collections department to speak to the person who is handling my case.
I called the call centre and was asked to verify myself by answering a few questions. I was asked when my last withdrawal was made, to which I guessed the end of 2014, as I don’t even remember the month. The representative said he wouldn’t give me the statement, as I had failed to answer correctly about my last withdrawal date.
Then, I called the collections department the next morning to follow up on my case, to which I was told that the case had not been assigned to anyone yet. I was told that they would check with the supervisor and get back to me. However, I didn’t receive any call the next day, so I called the collections department again, and was told the same thing. Until this day, no one has called me.
I do not know what to do. I need someone to help me from but no one is helping me out. I hope that Gulf News will look into the matter.
From Mr Saleh Mohammad Ghulam Haider
Al Ain
The management of Emirates NBD responds:
We are pleased to inform you that our Group Customer Experience team contacted Mr Haider and provided him with the necessary clarifications and the matter has been resolved to his satisfaction.
We wish to confirm that we have settled the credit card outstanding and the hold placed on the remaining amount of Mr Haider’s End of Service Benefits has been released and is reflecting in the customer’s account.
We would like to reiterate our commitment to providing superior service to our customers and thank you for your continuous support in providing us with the opportunity to resolve their issues.
(Process initiation: May 19. Response from organisation: June 2. Process completion: June 6.)
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.
