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When I saw my Mashreq credit card statement for June, I found I was charged Dh330 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. Please help. When I took the credit card, I cancelled all hidden insurance charges, but I don’t know why they charged or activated it after two years.

From Mr Vikash Kumar

Dubai

The management of Mashreq responds: Thank you for sharing Mr Vikash Kumar’s concern with us.

We have investigated the concerns raised by Mr Kumar regarding the pay protect insurance on the credit card.

Our investigation reveals that the insurance was activated on Mr Kumar’s credit card with his consent and we have the recorded call to prove the same.

The call was made on Mr Kumar’s registered mobile number on May 22, 2018 and enrollment was completed post verification.

We have called Mr Kumar and discussed the matter, also offered to reverse the charge as a gesture based on his profile.

We take this opportunity to thank Gulf News once again for bringing this issue to our notice.

(Process initiation: September 9. Response from organisation: September 11.)

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.