Over commission fees

I have a First Gulf Bank (FGB) credit card, which was issued in 2008. I have been paying it off regularly since then, but in June 2013, I lost my job and was unable to find another job till March 2014. Meanwhile, I tried to clear my minimum amount dues, as I had skipped three months’ payment during my unemployment period. I updated my new contact details, company name and numbers.

From February onwards, my payments have been regular, but still, FGB has transferred my account to collection agents who charge commission fees every month, ranging from Dh45, Dh90 and Dh129, including bank finance charges, which brought my outstanding to a standstill. I’m tired of calling FGB and despite several emails, bank representatives pay no heed to my issue.

This month, I received the statement in which a commission fee was charged twice — Dh129 and Dh90.

I request Gulf News to bring this to the notice of bank authorities for the injustice done to me in the name of commission fee.

From Mr Mohsin Mohammad Shafi Rumani

Dubai

The management of First Gulf Bank responds:

We take all of our customers’ feedback into careful consideration and work hard to ensure that we consistently deliver the highest standards of service. The bank has been in contact with Mr Rumani to discuss the matter and the commission fees have been reversed on his credit card. The customer is satisfied with the resolution.

Mr Rumani responds:

Many thanks Gulf News for the kind intervention. I received a call from an FGB executive who said that my commission fee will be reversed once I clear all my dues in full payment. I’m hoping that they will keep their word, and I will only be sure when I see my next statement.

Mr Rumani updates:

Thanks for the help. I received my monthly statement, in which commission charges were reversed.

(Process initiation: July 30. Response from organisation: August 3. Reader confirmation: August 27 .)

Cheap tactics

Recently, etisalat sent an SMS stating that on recharge of Dh15 or more the consumer will receive 100 per cent free credit for making international calls. The offer was very good, hence my family applied for a recharge of Dh50 per mobile phone and we received an SMS stating that we have Dh50 free credit to make international calls.

Nowhere in the SMS did etisalat mention any terms and conditions for using this credit.

The same night, my husband made a call to India and to our surprise, the call was charged as per the normal credit. When the free credit was checked, we found it had not depleted. We let go, thinking it will take time for the service, so later I made a call and the same thing was repeated.

I called 101 and asked for clarification. I was shocked to learn that the free credit can be availed only when my main balance reaches Dh5 or less. We feel completely cheated.

My husband and I are also subscribed to the Call International, Pay Local offer. It charges people Dh1 per call, minimum, as connection charge. Every time we made an international call, the call would not connect on the first attempt and we would end up losing Dh1. The same call would go through on the second attempt.

From Ms Siddharthi Inamdar

Dubai

Editor’s note: The complaint was forwarded to etisalat for comments. However, its management did not respond.

(Process initiation: June 19. Process completion: July 23.)

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.