I would appreciate if Gulf News could look into my problem. I received a call from FGB on August 9. The representative said I am a good customer of the bank, as I am paying bills every month without delay and she would request for FGB to waive my finance charges. Then, she confirmed by asking for my email address, postal address, date of birth, and so on. She then ended the call. On the same day, I received a message from FGB: “Your service request has been registered”. I received an email on August 14, stating that my insurance had been issued, attached with an insurance certificate — Lifestyle Protect Plus: Bronze, with a premium of Dh350, and an annual payment method.
I contacted the customer service in FGB, and they connected me to the insurance department and said they would call me within two working days. After two working days, they called and said the insurance had been cancelled and would not be charged to me. On August 28, when my credit card statement was generated, I saw that I had been charged Dh350. I called customer service again and they said they could not cancel the first premium, but they would cancel the annual renewal. I told them I don’t want insurance at all and asked them to cancel it entirely.
From Mr Kunhalavi Parambathe Kutty
Abu Dhabi
Mr Kutty responds:
I received a call from FGB saying they are cancelling the unwanted insurance and my money will be credited within 45 days. Thank you, Gulf News.
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 Mr Kutty, and the matter has been resolved to the customer’s satisfaction.
(Process initiation: September 21. Reader updates: September 22. Response from organisation: September 25.)
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.
