I have an issue with Mashreq. The bank charged me Dh197, which I was told will be charged if I did not pay my credit card bill on the due date. But, I never delayed my payments to the bank.

I received this month’s statement and I was shocked to see Dh197 against the Pay Protect service. I have already talked to the bank many a times regarding this issue and requested them to reverse the transaction as it is wrong. Such things can destroy the relationship of an organisation with a customer. But, they have no answer except, ‘sorry’.

I cancelled the plan and informed them that I would cancel my card, too. But, they are not interested in my complaint. I request Gulf News to do something to sort this issue.

From Mr Mohammad Sajid

Abu Dhabi

The management of Mashreq responds:

We have investigated the concerns raised by Mr Sajid regarding the Pay Protect insurance on his credit card.

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

The call was made on Mr Sajid’s registered mobile number on March 14, 2018 and enrollment was completed post verification.

We have called Mr Sajid on March 18 and explained to him the same. We have also offered Mr Sajid to listen to the call recording if he wishes.

Unfortunately, we regret to confirm that we cannot reverse the Pay Protect charges in this case.

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

(Process initiation: April 17. Response from organisation: April 18. Process completion: April 18.)

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.