I am involved in a major problem with First Gulf Bank (FGB). On May 7, I paid Dh8,000 towards my credit card via the Oud Al Touba Branch ATM in Al Ain. My due date was the 8th, so I made sure it was time-stamped the day before. I noticed on the receipt the machine gave me (it takes a picture of your submitted cheque and provides it for you) that I put the date as June 7, not May 7, so I called the customer service the next day and was told it was not a problem, and that they would notify the bank. Four days later, I got a call from FGB saying they did not receive my payment and I told them what had happened and said I had the receipt from their bank’s machine and not a third party machine. The agent continued to tell me there was no cheque recorded and I maintained my stand, with my cheque receipt in my hand.
I have received five calls from the same agent and one from two others, saying I should go to the branch and get my cheque, which is silly. Why don’t they call the bank directly to verify they have it? It was suggested that I take the cash out of my bank account and pay them, which I thought to do, but said I would go speak to my National Bank of Abu Dhabi (NBAD) branch manager. At this point, I went to my main bank (NBAD) and made sure there was enough money there, and they said ‘yes’ but advised me not to take out the cash and pay a second time, for a cheque that had not been returned to me.
I asked FGB collections when they called again, if they had my cheque, and urged them to send it back. The representative said if the cheque is not debited from my account, it is the customer’s duty to take care of this, which is unacceptable to me. I wish to involve the authorities now because it is the bank’s job to contact me if there is a cheque issue and to return it, but they just focus on the payment, which I have done. This is a poor lack of communication within their company.
From Mr Marshall Edmonds
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. FGB has been in contact with Mr Edmonds, and the matter has been resolved.
Mr Edmonds responds:
An FGB representative called me 24 hours after receiving Gulf News’ correspondence, and he and I made an appointment for June 6, to have my cheque delivered to the Al Ain branch. I brought the payment in and received the ‘mysteriously found’ cheque. The agent was extremely apologetic and helpful. Thank you Gulf News, for helping me out in my situation.
(Process initiation: May 26. Response from organisation: May 31. Reader confirmation: June 7.)
Editor’s note: Do you have similar issues that you would like to raise with us? You can write to us at email@example.com.