Dubai: A local bank has warned all customers to transact and provide their personal identification documents and signed forms only to authorised bank personnel following a resident’s complaint of identity theft last month.
Gulf News on Wednesday reported Sharjah resident Kristie Gatan’s plight, on how her declined credit card application with FGB (earlier First Gulf Bank) in July was in fact processed and used by another person to secure a quick cash loan of Dh10,000.
An FGB spokesperson on Thursday said the issue has been resolved following an internal investigation.
“We take any threat to this [client satisfaction and protection] extremely seriously. With regard to the published case of Kristie Gatan, who had funds transferred from an account fraudulently in her name, FGB’s investigations have driven the successful outcome of recovering the funds and correcting any mistaken customer details,” an FGB spokesperson told Gulf News.
“We have communicated our apologies to Ms Gatan and ensured that all liabilities in her name have been cleared.”
Gatan, 38, confirmed receipt of the FGB clearance on Thursday.
“I would like to thank the overall head of FGB’s fraud team for helping me out. This nightmare I’ve been having for the past three weeks is partially over,” Gatan told Gulf News. “This clearance, however, will not take back the trauma and stress that it had caused me.”
Gatan’s ordeal started when she and her sister gave their personal documents to a bank agent in July to apply for a credit card. Because her documents were insufficient, the agent told her that the application had been declined.
Gatan found out about the alleged fraudulent FGB card when she applied for a loan from the bank where she works. A credit report issued by the Etihad Credit Bureau said she had an existing loan with FGB using a credit card under her name.
Gatan was able to trace the IBAN number where the money was deposited and lodged a complaint with FGB.
“In some ways I am still grateful that it happened to me because at least I had the resources and supportive co-workers and bosses to investigate and trace the culprit. Imagine if it happened to a regular employee who doesn’t have the same,” Gatan said.
The spokesperson said that FGB maintains a zero tolerance for policy breaches of any kind adding, “steps have been taken to enhance verification and validation controls as we make every effort to provide our customers ... peace of mind”.
The spokesperson said information security at FGB meets UAE regulations and global best practice and is regularly reviewed. However, he reminded customers to do their bit as well.
“We encourage all customers to ensure that they personally provide identification documents and signed forms only to authorised bank personnel after checking and accepting any terms and conditions that apply.”
FGB will submit a separate advice to the Etihad Credit Bureau to clarify the situation so that Gatan’s credit report is cleared, the spokesperson said.
