Banks address customers’ grievances

One reader asks bank to reverse insurance and credit shield charges, while another says she had difficulty accessing the end-of-service benefits from her bank account

They kept charging me for one more year. Last year, I raised a complaint yet again to cancel it, but they claimed that they had spoken to me and had the charges reduced, though, in reality, I had my phone number changed and had never spoken to anyone.”

Ms Preethi Premajan | Dubai

It is unfair because I am paying monthly according to the agreement ... and worse, I was under the impression that they would release the whole amount.”

Ms Ria Fe Manlangit | Dubai

Unwelcome charges

My complaint is with regard to my experience of using a credit card by First Abu Dhabi Bank (FAB). It started with the sales person communicating a couple of card features (lifetime subscription free, worldwide lounge access and so on), which were later proven to be false. Then, when I received the statement, I was surprised to observe charges for accident insurance and credit shield services, which I never opted for. Both of these charges kept appearing in my statements for the last three years, despite the complaints I made.

They cancelled my accident insurance but kept the credit shield, claiming that I had told them to keep it, over the recorded line. They kept charging me for one more year and last year I raised a complaint yet again to cancel it, but they claimed that they had spoken to me and had it reduced, though, in reality, I had my phone number changed and had never spoken to anyone from FAB. This year in June they finally updated my mobile number and raised a request for the reversal of all my charges. Last week, they called me up and informed me that the request had been rejected.

I regret the time I have wasted while recording my complaints with FAB and have now ended up with the decision of terminating the card.

I would like to convey this to FAB’s management, so they can reconsider practices being followed by their salespersons and the policy of enabling unwanted charged services without the consent of the cardholder.

I hope Gulf News will consider my complaint, which will not only help other readers but also the bank in improving their services.

From Ms Preethi Premajan

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 Ms Premajan, and explained that the customer agreed to proceed with the insurance in 2016 and 2017. We are therefore unable to reverse the charges for a full year, however a partial reversal has been offered to the customer.

Ms Premajan responds:

They have agreed to only two months’ reversal from a year’s amount.

(Process initiation: July 23. Response from organisation: July 29. Process completion: September 4)

Release of gratuity

Iresigned from my previous company after four years and four months. They deposited my end-of-service gratuity in my bank account with Dubai Islamic Bank (DIB) and the bank froze my account considering that I had a pending personal loan. I understand that is for security purposes.

I visited its branch in Al Wahda Mall and Airport Road, Abu Dhabi, and they told me about the same procedure. They advised me that once my new residence visa is released, I need to visit one of their branches, submit the visa, original passport, Emirates ID and salary certificate, and the bank will unfreeze my account and release my money.

I visited DIB Reef Mall Dubai branch. They said they cannot release my gratuity though I submitted all the necessary documents. They said they will unfreeze my account for me to access my salary from my new employer, but I will not get my end-of-service gratuity.

It is unfair because I am paying monthly according to the agreement and will continue to pay. That is the only money that I can keep with me, and worse, I was under the impression that they would release the whole amount since that was the information they had given me.

When I had agreed to take the loan, this policy had not been implemented. They gave me false hope and wrong information.

From Ms Ria Fe Manlangit

Dubai

The management of DIB responds:

Dubai Islamic Bank (DIB) would like to confirm that their Customer Support team has been informed about Ms Ria Fe Manlangit’s query and has contacted the customer to resolve the matter. We are pleased to say that the issue has been resolved. We look forward to helping Ms Manlangit in any other way we can. At DIB, we greatly value our customers

and ensure that their requests or concerns are addressed and resolved in the best possible way.

Ms Manlangit responds:

I really appreciated Gulf News’ assistance. This issue has been resolved. More power to Gulf News.

(Process initiation: July 23. Response from organisation: August 5. Reader confirmation: September 10.)

■ 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.