I would like to raise a complaint against FGB for their credit shield and accident insurance charges that were not made known to me. Should I have been made aware, I would have had them cancelled right away.
I did call a lot of times verifying the fees that will be incurred when availing FGB services and not once was credit shield nor accident insurance ever mentioned. Even the agent who processed the application did not bring any other fees to my attention. In fact, he even assured that no unnecessary charges will be incurred except what is owed.
Fees are not a problem, they become one if customers are not made aware of it. Customer’s expectations should be set correctly before the conclusion of any transaction. Products and/or services that will be automatically activated (after a certain period of time) should be fully disclosed to the concerned party or else will leave a bitter taste in the mouth.
I called their hotline asking for the cancellation and reversal of the said charges but was told it only will be cancelled but not reversed
Hoping for Gulf News’ intervention in getting the charges reversed.
From Ms Maria Concepcion Olvis
Dubai
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 Olvis via email, and the matter has been resolved to the customer’s satisfaction.
Ms Olvis responds: A representative of the bank called to inform me that the disputed services are now cancelled and the amount reversed.
I am very thankful for your intervention. Indeed, Gulf News is a very good avenue to air grievances and hopefully, if the other party is willing, reach an amicable solution.
(Process initiation: September 20. Response from organisation: September 25. Reader confirmation: September 29.)
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.
