When I saw my April credit card statement, I found I was charged Dh90.60 for ‘pay protect’. The call centre agent had told me it would be free. I registered my complaint with Mashreq Bank, but although they removed the ‘pay protect’ plan, they refused to reverse the charges. After 10 days investigation, a customer service representative told me that if the payment was made on the 12th of the month, then it would have been free. Since it was not in writing, how have they charged me this amount, as I have availed no benefit?

I request Gulf News to help me get this amount reversed. Also, I advise other customers not to avail such offers, if it is not clearly mentioned in writing, or if it is not properly communicated.

From Mr Shahzad Yousuf


The management of Mashreq Bank responds:

Thank you for sharing Mr Yousuf’s concerns with us.

We have reviewed the concerns raised by Mr Yousuf regarding the pay protect charges toward his credit card. Our investigation reveals that Mr Yousuf was contacted by our sales specialist on March 29, and he had been told about the benefits of pay protect.

He was explained in detail that the benefit does not have any fixed monthly charges and a 0.99 per cent charge will be applicable in case he has an outstanding balance on his card for the statement date, which is the 12th of every month. The benefit was enrolled after taking his consent and verifying him through security questions, which is the procedure of the bank. The call was recorded and hence available in our record to review.

As a good will gesture, we have reversed the pay protect charges as good will and we have taken Mr Yousuf’s feedback.

He has also been guided so that going forward, he does not answer any security questions or provide his consent for the activation of any service, if he is unsure of what is required from him. We take this opportunity to thank Gulf News once again for bringing a customer issue to our notice.

(Process initiation: May 10. Response from organisation: May 12. Process completion: May 16.)

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.