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I have been using Mashreq Smart Saver credit card for a couple of years. Last month, a Mashreq customer support representative called me and offered to activate “Pay Protect” and told me it would be free of charge, as I was a valued customer. But when I received my June 2017 credit card statement, I noticed they had charged Dh123.69 for “Pay Protect”.

I registered a complaint with the bank, and they said they could cancel the policy but refused to reverse the charges, as it is a condition in their policy that the outstanding payment should be settled before generating a monthly statement. In my case, the statement date was June 12, 2017 and the due date was July 7, 2017. How have they charged this amount, as I have been paying my outstanding within the due date? Their statement is not convincing that payment should be settled before generating the monthly statement.

I request Gulf News to help me get this amount reversed, as you supported other readers earlier.

From Mr Karutha Pandian

Abu Dhabi

The management of Mashreq responds: Thank you for sharing Mr Karutha Pandian’s complaint with us.

We have reviewed the concerns raised by Mr Pandian regarding Pay Protect charges on his credit card.

Our investigation reveals that Mr Pandian was contacted by our sales specialist on May 24, 2017 and was explained the benefits of Pay Protect insurance.

It was clarified in detail that Pay Protect insurance cover does not have a fixed monthly charge but a 0.99 per cent charge will be applicable on the outstanding balance of his card on every statement, which is generated on 12th of each month. The benefit was enrolled after taking his consent and verifying him through the security questions, which is the procedure of the bank. A confirmation SMS and email was also sent to his registered number after the activation of this benefit. The call was recorded and hence available in our record to review.

As a goodwill gesture we have agreed to reverse the Pay Protect charges on an exceptional basis and we have noted Mr Pandian feedback on our process.

The insurance also stands cancelled now on his request. Mr Pandian 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 it entails.

We have communicated our response to Mr Pandian who is much satisfied with the prompt resolution.

We take this opportunity to thank Gulf News for bringing a customer issue to our notice.

Mr Pandian responds: Thank you Gulf News for your support. Yes, I received a call from Mashreq and they agreed to reverse the charges. They have already sent a confirmation message for the same.

(Process initiation: June 19. Response from organisation: June 20. Reader confirmation: June 20.)

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.