• April 25, 2018
    Last updated 25 minutes ago

complaints

Fee charged on unused card

Reader is charged an annual fee on a card that’s never been used

17:43 March 7, 2018

I have had a First Abu Dhabi Bank (FAB) credit card since 2015, but I have not activated or tried to swipe the card ever since I have received it. In 2016, I received a statement that I would need to pay Dh500 as annual fees and they reversed it later, even though I insisted on cancelling the card.

Now, I have received a new statement for 2017’s annual fee, amounting to Dh500. I called FAB’s customer service and asked to cancel the card. Instead of giving me instructions on how to cancel the card, they gave me options, saying they would reverse the fee on the condition that I continue with the card. I insisted that this was not my request and offered to pay the fee if that was the necessary approach to cancel the card. The customer service agent told me that my request to cancel had been closed, which I did not understand.

I hung up and called the customer service number again and spoke with another FAB representative. I requested to cancel the card, while agreeing to pay the fee. The customer service representative informed me that they could not reverse the annual fee because I had declined the options given to reverse the fee. But, reversal was never my request, I just wanted a cancellation.

The agent told me he would send another request to reverse the fee and even though he did not come back to me, I received a text message that my request was closed. My statement still stated that I had to pay the annual fee of Dh500.

I want to cancel the credit card that I have not used so that I will not have this problem every year. I don’t think it is right to pay for services I did not benefit from, but I am still willing to pay the Dh500 fee if that is the FAB requirement to cancel the card. I request Gulf News to help me with this complaint.

From Mr Pankaj Rastogi

Dubai

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 Rastogi, and the matter has been resolved to the customer’s satisfaction.

(Process initiation: January 3. Response from organisation: January 9. Process completion: January 9.)

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.