• May 23, 2018
    Last updated 2 minutes ago


Charged without consent

Reader complaint: Insurance activated and charged without authorisation

Gulf News
16:36 November 26, 2017

I would like to raise some concerns regarding my First Abu Dhabi Bank (FAB) credit card. The bank activated it and charged insurance on it without my authorisation or consent.

I have been using my FAB card for the past four years. In July 2017, I received some insurance documents from the bank and the charges were added to my account statement, upon which, I contacted them and told them that I had not applied for any such insurance. The customer care agent told me to pay the bill amount to avoid any penalties and they would reverse it in the next statement, which did not happen. In the following month, August 2017, unauthorised insurance charges were again added to my account. Even after contacting the bank’s customer care centre several times, I did not receive a favourable reply. They told me that since two months had passed, they were not able to cancel it. Instead of solving the issue from the beginning, they purposefully delayed it. Now, in every statement, I receive these charges, which were added without my consent.

A customer care agent told me that I had given them verbal approval to activate the insurance. At this point, I told him to send me the recorded voice clip, which he refused to do. I request Gulf News to assist me to solve this issue.

From Mr Amrithlal Mudilikulam Narayanan


The management of FAB responds:

FAB supports the growth ambitions of its stakeholders and goes beyond financial products and services, and as such, we are grateful for all customer feedback as we strive to consistently deliver the highest standards of service. The bank has been in contact with Mr Narayanan via email, and the matter has been resolved to the customer’s satisfaction.

Mr Narayanan responds:

Thank you for solving this issue for me. I received my latest statement and the amount has been reversed. I was happy to see that the past five months’ amount has been reversed and the current month’s amount is showing as ‘zero’ in the latest statement. From this, I understand that the bank will not charge it in the future. So I would like to express my heartfelt thanks.

(Process initiation: September 18. Response from organisation: September 23. Reader confirmation: November 19.)

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.