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I have had an FGB credit card since 2015, but I have never activated or tried to swipe the card since I received it. In 2016, I received a statement that I would need to pay Dh500 as annual fees and they reversed it later, even though I insisted on cancelling the card.

Now, I have received a new statement for this year’s annual fee, amounting to Dh500. I called FGB’s customer service and asked to cancel the card. Instead of giving me instructions on how to cancel the card, they gave me options, saying they would reverse the fee on the condition that I continue with the card. I insisted that this was not my request and offered to pay the fee if that was the necessary approach to cancel the card. The customer service agent told me that my request to cancel had been closed, which I did not understand.

I hung up and called the customer service number again and spoke with another FGB representative and again requested to cancel the card, while agreeing to pay the fee. The customer representative informed me that they could not reverse the annual fee because I had declined the options given to reverse the fee. But, reversal was never my request, I just wanted a cancellation.

The agent told me he would send another request to reverse the fee and even though he did not come back to me, I received a text message that my request was closed. My statement still stated that I had to pay the annual fee of Dh500.

I want to cancel the credit card that I have not used so that I will not have this problem every year. I don’t think it is right to pay for services I did not benefit from, but I am still willing to pay the Dh500 fee if that is the FGB requirement to cancel the card. I request Gulf News to help me with this complaint.

From Mr Renniel Salvador Ilag

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 Ilag, and the matter has been resolved to the customer’s satisfaction

Mr Ilag responds:

I received a text message from FGB confirming the cancellation of the card. Thank you Gulf News, for the help.

(Process initiation: February 13, 2017. Response from organisation: February 16, 2017. Reader confirmation: February 20, 2017.)

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.