In December 2016, an FGB (now called First Arab Bank or FAB) employee contacted me to avail their eight per cent cashback offer on all spending on their accelerator programme, linked to their credit cards. I repeatedly enquired about eight per cent cashback on all spending, irrespective of the amount, and the representative repeatedly confirmed the same to me. I also checked the bank’s website, and it mentioned the same. I availed their facility and enrolled into their accelerator programme.

However, when I got my statements, I found that eight per cent cashback had a cap of Dh500, and thereafter, there is a petty one per cent cashback. Also, it is not on all spends as mentioned clearly on the website. I talked to a bank employee, and she assured me that she would log a complaint and help rectify the issue. However, it has been over two months now, and there has been no rectification. The said employee had stopped taking my calls, and the bank has closed my complaint without my consent. I wish to raise a complaint through Gulf News, against this bank employee who gave me incorrect information, and also against the bank, which is not taking up my complaint.

From Mr Harish Gupta

Abu Dhabi

The management of FAB responds:

FAB supports the growth ambitions of its stakeholders and goes beyond financial products and services, and as such, we are grateful for all customer feedback as we strive to consistently deliver the highest standards of service. The bank has been in contact with Mr Gupta, and the matter has been resolved.

Mr Gupta responds:

Thanks for the intervention and help. I feel that through this platform, my motive to bring the matter to FAB’s notice has been achieved.

(Process initiation: April 13. Response from organisation: May 11. Reader confirmation: May 17.)

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.