I am holding a credit card with FGB. I blocked the card a long time ago. Now, if the card-holder is not checking her account, FGB is just deducting money from the card and issuing insurance policies that were not even confirmed by the consumer or card-holder.

People from FGB keep calling on my mobile phone to promote the insurance scheme, but I always decline it. The first time it happened to me was in 2015. I kept calling them to make a complaint and they kept on transferring my call to different people and the insurance department at the bank. It took me weeks to speak to them and in the end, they told me that they could not cancel it or refund the insurance.

So, I spoke with a manager who helped me to resolve the issue and get my refund from the bank. Now, I found in my email that in June 2016, the bank had activated another insurance that I did not know about and did not confirm. So, I called the bank again and spoke with a customer service agent and was told that the insurance would be cancelled and they would refund the Dh350 that they had deducted from my account.

A few days later, I called again to check my statement and account and they said that they had applied for the cancellation of the insurance and had refunded Dh350 in September 2016. However, they said that the instalment charge or the insurance itself was still active. In order for them to deactivate the insurance, they would have to deduct Dh204 from the Dh350 refund. I don’t understand why they would have to deduct, when I did not even apply for insurance and I would not have known about it if I did not receive any email.

I want the insurance to be cancelled and deactivated and there should be no charge at all against me. I am writing this to report this situation, because FGB was not helpful. I am truly disappointed.

From Ms Patricia Anne M. Anonuevo

Sharjah

The management of FGB responds:

FGB is grateful for all customer feedback to which we give careful consideration as we strive to consistently deliver the highest standards of service. The bank has been in contact with Ms Anonuevo via email, and informed her that the insurance policy has been cancelled and the charges reversed.

(Process initiation: January 18. Response from organisation: January 25. Process completion: January 30.)

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.