Additional charges

I would like to raise a complaint against First Gulf Bank (FGB). I received a FGB credit card based on a phone call from a marketing representative who offered a credit card and a cash loan offer on the card. I was informed that for the pre-settlement, there was a Dh100 charge and no other charges.

I went ahead with a 36-month loan plan and have been paying it off on a regular basis for the past seven months. A few days ago, I called to settle the loan. When on a call with customer care personnel from FGB, I was informed that I will be charged not only the Dh100 for early settlement, but would also have to pay interest for the remaining 29 months as well.

I have a credit limit of Dh70,000 out of which Dh63,000 was the original loan amount. I have Dh51,499 as outstanding but FGB is asking me to pay Dh69,100 as early settlement.

To reconfirm, I called again and they insisted that they are not responsible for what the marketing team has sold. This response was outrageous. I have had various personal loans and credit cards in my 15 years of professional experience across countries, but I have never had such an experience. In fact, I have settled three loans from other banks and none have charged me for the balance period.

FBG called me after I raised the issue with the Central Bank, and said that they have proof. I would like to hear the recording myself as I do not recollect them telling me about this earlier. Additionally, the sales representative who sold the card had not mentioned that there would be full interest charged.

Ideally, I should be paying Dh51,499 plus Dh100 plus any interest for that particular month. Why should I be paying interest for the entire loan tenure of 36 months when I am settling the loan within eight months? I was told that there would be a maximum of Dh100 charge and they want me to pay Dh69,100?

They claim that this is FGB’s policy and don’t care what other banks follow, irrespective of whether this was explained to me earlier or not. This was the worst banking experience I’ve had in my life. There was no proper customer care and no hospitality. They were extremely rude on the call, as well.

I request Gulf News to help me resolve the issue so that I can settle this loan.

From Mr Aneesh Desai

Abu Dhabi

 

The management of FGB responded:

FGB is grateful for all customer feedback, to which we give careful consideration as we strive to consistently deliver the highest standards of service. We have contacted Mr Desai to discuss the matter, and explained that as per the terms and conditions of the loan, which he agreed to during the application process, FGB is unable to waive the remaining interest on his credit card.

 

(Process initiation: January 18. Response from organisation: January 28. Process completion: January 28.)

Refund please
My problem is with Air India Express. They have not refunded me the money for a cancelled ticket since a year. Upon cancellation, the website showed me a refund amount of approximately Dh1,000. However, after the cancellation, I am not able to retrieve this information nor have they sent me any email about the cancellation/refund. My emails to their customer service have received no response.
From Mr Sanjay Joy
Dubai


Editor’s note: The complaint was forwarded to AIE  for comments. However, despite repeated reminders, its management did not respond.


Mr Joy updates:
I just learned that Air India  Express has refunded my money. Thanks a million!

(Process initiation: December 5, 2014. Process completion: January 5, 2015.)

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.