Mashreq bank charged me Dh97.89 for Pay Protect, which I thought would be free. When I made a complaint about it, they cancelled the service but denied for mount reversal. Actually the sales team activated this service with a call itself, I don’t even remember about the call, they told me it is activated after you answered the security questions, but they often asks security questions.

Gulf News please take an initiative to stop them from activating anything like this by verbal consent/security questions. It should be either by written or SMS request. And please support me for getting a reversal from the bank.

From Mr Sunil Padayatti

Dubai

The management of Mashreq responds: We have reviewed the concerns raised by Mr Padayatti regarding Pay Protect charges on his credit card.

Our investigation reveals that Mr Padayatti was contacted by our sales specialist on February 12, 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% charge will be applicable on the outstanding balance of his card on every statement, which is generated on 2nd 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 a goodwill basis and noted Mr Padayatti’s feedback on our process. The insurance also stands cancelled now on his request.

Mr Padayatti 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 Padayatti who is much satisfied with the prompt resolution.

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

Mr Padayatti responds: Thank you so much for your prompt support. Today I received a call from Mashreq executive and he explained things in a good manner. Now I realised that people should be more vigilant while answering any promotional calls especially from banks and should not commit anything until it is properly communicated. And my suggestion to both banks and customers, final request for any service activation should be initiated by a customer only. Banks can make calls to customer and if he/she is interested, send terms and conditions via email, then let the customer reply if he/she is interested. Anyhow in my case Mashreq has agreed for the amount reversal, and I am so happy about it and appreciate their way of dealing.

I have no words to convey my gratitude to Gulf News. Thank you so much for your great support.

(Process initiation: March 27. Response from organisation: March 27. Reader confirmation: March 27.)

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.