First Gulf Bank [FGB]
Reviews and Complaints

On 25-05-2019 visited the Khalid Bin Waleed branch of FAB in Dubai at 9.00 am and asked for the token for account closure. The female staff hesitated and informed that we do not close account during the last week of the month. I requested her that as I am leaving the country for good in 2-3 days please check whether it could be done. She approached one of the CRM and checked and came back with the reply that bank policy is that the account cain 2 daysn not be closed in the last week of the month.Hence I told her my account balance is zero and I am leaving the country in 2 days. So here I am to state that I should not be charged any charges for not maintaining the minimum balance though it was a zero balance current account.
My account #[protected]

It's more than 2 weeks that I am unable to receive my fgb al futtaim platinum card.
I already rasie many complaint but unfortunately I am unable received any solu.
Kindly find the msg comes from armex.
"Dear Customer, your FAB Bank shipment no [protected] is not yet received due to technical issue, kindly Contact FAB Bank, for assitance please contact +[protected]
Aramex."
My mobile no is [protected]
[protected]@gmail.com

It's been very frustrating to clear all my personal loans and credit card debts from FAB. The staff and customer service are not very helpful. I submitted the Settlement Cheques for my loans and debts last April 30 but until now there is no response or follow up from them. I keep calling customer service, 3 times they sent an email to the FAB Sheikh Zayed Branch to proceed with solving the issues and also I went to the FAB building in Al Ain, Al thouba and they sent email. I file the complaint with SR [protected] And I follow up with them 2 times but no response yet. I'm afraid because the settlement done is thru Emirates Islamic Bank and the validity is 45 days, now almost more than 25 days passed and remaining 20 days left. I'm hoping to have any updates on my case.

Fab charged my credit card twice for a single transaction. Last jan. 7, 2019, a renewal on insurance for aed367.50 was charged to my account. On jan. 22, fab charged me again of same amount and converted it into 12 months installment. I have called the customer service but for more than 5 months now, it is not resolved. Total payment I already made was aed 504.48. I have paid extra already of aed 136.98 to fab and still I have an outstanding of aed 192. 91! This is not correct! I have a service request# [protected] open since apr. 4, 2019 with regards to this issue. Last may 14, they send a message that this service request has been resolved but in fact nothing happened. I still have an outstanding due! Is this the correct way of treating your customers?

Dear Team,

I had a Credit Card from FGB Credit Card (5213 xxxx xxxxx 0023) for which I paid the entire outstanding on 12th December 2018.

I also raised a request for cancellation of the Credit Card vide Request [protected] which was taken by Mohd. Naim in the customer care over the telephone.

I did not hear from FAB after that.

I again called customer contact number on [protected] on 2 days back. During my interaction I was asked to contact FAB Collection on [protected] by the FAB Customer care agent.

Since then I have trying to contact this number multiple times from morning 9:00 AM till 3:00 PM.

I need to get closure / clearance letter from FGB /FAB against above mentioned Credit Card number.

Please contact me on [protected] or [protected] urgently.

Hoping for an urgent resolution.

Regards,

Pankaj Kumar.

I have an FAB Etihad Guest Infinite Credit card which earns miles with spending to my Etihad Guest loyalty card. Since having the card since January only 68 miles have been transferred which at the moment is 27, 689, I have telephoned the bank numerous times & made a formal complaint on the 21 April, as of today the issue has still not been resolved, all the bank tells me it is under process with no date for a solution. All my account numbers related to the issue are correct

Hi FAB Team,

I have FGB Platinum Master Card # [protected] on which i took quick cash last year. Later on they asked me about an insurance policy to which i subscribed initially (details; Policy No. : 2/1/020/[protected], Product Plan: Protection 365 - Premiere) but later-on i forgot to cancel it out with-in a month's deadline because i had to move back to my home country on emergency basis because of my grand mother's health issue. Then immediately when i came back from my home country, i asked to cancel it but they rejected saying that you are late to raise the request to cancel it. Then i paid for full insurance for full year.

After the completion of all installments, the policy was auto-renewed on my card without my consent. Therefore i raised request to cancel it with SR # [protected] and it was communicated to me that the amount for insurance AED143.85, which i have to pay for the month of Mar'19, will be adjusted in next month's summary statement but i again received the same amount in current month's statement without the old month's adjusted amount. Also as per my discussion with customer care representative "Rand" that the Service request has already been closed.

We all understand that every bank is working to earn more & more profit, but this profit should be with some ethical & moral values along with the trust from customers not by just fooling them. Also the intent should be to continuously provide your customers & stake holders the best of services along with continually improving them.

Hope you understand my point & would take appropriate action on the complaint. Awaiting your response.

Best Regards,
Abdul Basit
+971-[protected]

• FAB provided to me the liability letter for AED 21, 800 on 03rd January 2019 after several requests to their customer care department. (as per the statement the current month amount is AED 21, 739, 35)
• The same liability letter was submitted to Emirates Islamic Bank on 06th Jan 2019 and they released the cheque amount of AED 21, 800 with clearance letter request to FAB which was submitted to FAB ABS branch by Emirates Islamic staff on 09th Jan 2019.
• During payment of cheque, the staff at FAB ABS branch checked my account on their system and told me that there was a variance in the liabilities and she asked me to check with the customer care for final liability amount for closing the card. I called customer care from the same branch & the customer care executive confirmed the liability letter given for AED 21, 800 was for the final amount & asked me why the branch required to confirm the amount as the liability letter was given for full & final settlement.
• The same message was passed to the branch staff & cheque was handed over to them after which they took my credit card & scrapped the same and assured me that they would be keep the clearance letter will be ready & they call me for collecting the same from them.
• Next day I received a call from FAB that I have to pay AED 5, 500 more to get the clearance letter because I have an easy payment plan, which was not included in the liability report.
• I am not able to get the clearance letter from FAB and not able to use the balance loan amount which has been sanctioned in my loan account. My loan amount has been kept on hold since 4 months & my first installment is due which will be deducted from my salary account.

Because of the above matter I have faced a lot of mental & emotional stress and I suffered a financial loss as I was not able to fulfill my emergency cash requirement for which I had applied for the loan top-up in the first place.

Please therefore I request your intervention in helping me solve the above matter.

I am Navya mol George having an account [protected] in the Fgb bank Ajman branch .I was trying to make a credit card from the branch and the service was quite disappointing and there is no one helping to clarify customer issues.

I applied for credit card on 30th March 2019 and they inform that it's approved. I would be able to collect it with in 10 days and I visited the branch almost 5 times including today(14/04/2019).

I look forward to hear from you .

Thanks with regards,

Navya mol George

Sir,
I am James V A working in SEWA from Sharjah. My Credit card number [protected] Expired on 7 July 2018. Since Second week November 2018, I am continuously requesting Clearance certificate from your call center. Still today I didn't receive any letter or reply from your side. I even visited the Al Qasmia Branch several times for this matter. I even got clearance certificates from all other banks like RAK Bank and Sharjah Islamic Bank where I had accounts. I required this urgently for receiving my settlement.
So please consider our request.
I waiting for your response.

[protected].

James Anthony.

I requested credit clearance letter on 22/11/2018.
As per them letter can be requested after 45 days of card closure. So. Request made again on
12/01/2019. Sr11373548 no response
24/01/2019 sr [protected] no response (approved but not issuing) even after multiple calls not issuing the letter to branch.
Called customer service multiple times but still not able to get the letter more than four months

I am very much disappointed by the very slow process of obtaining a clearance letter from FAB.
I have applied for a liability letter from Bur Dubai Branch which takes them 15 working days to process. Ironically, the letter is only valid for 7 days. The validity it seems is longer than the process itself.
After having settled my NBAD loan as presented in my liability letter. I have consequently applied for a clearance letter. On Feb 25, 2019, I have received the SMS message saying my request with ref SR# 1-[protected] has been processed and is now ready to be collected from the selected branch. Unfortunately, to this day, I have been going to the branch to collect and it has been relayed to me that it is has not been processed. I have already made a complaint to the branch and the call center but it seems there is a lack of action on the part. No action from them and a promised call never happened.
The bank should have better customer service.

My credit card number is [protected] and I already placed a request to close my credit card on view of me leaving the country (Visa cancel present employer)

As discussed with customer service over phone, they asked me to pay AED: 505 for closure. So I paid the same too but when I check my statement some installment plan of AED: 85.05 is debited.

But I have not applied for any installment plan though one of your colleague gave wrong information and later the same was canceled but in each statement this amount AED: 85.05 was debited.

Please double check and confirm me in writing the excess amount paid by me which is applicable for me to use for purchase prior closing the card.

Kindly treat the same as very urgent, since I'm leaving the country by next week.

Note: I already raised card closure request with SR11581439

Awaiting for your response at the very earliest.

Without proper explanation or without final call, my credit card was closed.

As discussed with my legal team, im proceeding legally referring said issue and to make sure no other customer is getting affected like this.

Several E-mails and calls done referring the same. No proper explanation.

Would like to share my Gloomy experience with FAB bank Umm al Quwain Branch.

i went almost 3 weeks ago and met one C.S, he gave one form to fill and asked for emirates ID, after which he said within 48 hours it will be updated.

I went Today again to do follow up, it was advice by some Representative after waiting for 10 minutes with a token # S001 raise at 08:57 AM. I had a feeling of no importance from FAB, were in i was just waiting for my turn without any queue ahead of me . Any ways after a while it was advice that it still under process. i couldn't accept that as in order to update the mobile number on system it take 48 hours, however i went to Manager to complaint, without crosschecking with staff he straight away said he cannot do anything as its been forwarded to the main head office from there end. After hearing an an Oblivious replying from him i was shocked and wondering how difficult it is for a customer to bank with FAB.

No help from Manager and infect his statement was " there is a difference between bank having 5000 customer's and bank having 3.5 million"

all my hopes and trust is lost in FAB. I know that I don't have a big account in your bank, but still i am a customer and i use your services for which I pay, so in return i am just asking your assistance from something which is my right.

Bank representatives are supposed to make customer's life easier and comfortable, rather than making Delinquent .

Kindly consider this fact that since the Month of December i am not able to contact customer service call center, as IVR says that code has been sent on register mobile number and unfortunately my number isn't working.

Name - Tabrez Iqbal Sayed
Old number - [protected]
New number -[protected]
Emirates ID - [protected]
FAB Titanium master card holder (Annual Membership Fee AED 500)

My credit card is activated with an Accelerator account that is deducting AED 250 every month in the name of Annual membership fee. I want to close this account. When I visited the branch customer service informed me that I cannot close this account unless I close my credit card. Why is this kind forced charges applied on customers. I want to check with any local finance authority for resolving this problem if bank is not addressing ASAP.

Dear FGB team,

I am using your services for a long time and only had a bad experience with NBAD where I closed my credit card after receiving the assurance that my overall rating with Etihad Bureau will not be effected. Even at the time of closing my credit card, I offered your collection team that I will pay the whole outstanding but he told me that its OK to pay settlement amount and after 45 to 60 days, Bureau will have positive rating for me. (Attached is the settlement letter)

Now came to know from my current bank that there is statement of write off against my NBAD account which is disturbing my complete financial activities. Despite sending so many reminder emails nobody is getting back to me with feedback. I am even ready to pay the remaining amount if required.

If I am not getting any feedback then I will have no choice but to complain on social media about NBAD behavior towards its customer.

Looking forward to hear from you soon.

Faisal Khurshid
Mob: [protected]

Dear Team,

I need my clearance certificate or letter on the card number - [protected]. This card was closed since 9th December 2018 but no clearance is given to me. The card is showing blocked but it has been paid and closed. Kindly update all records concerned with this card. I am receiving statement on this card but it is closed and not active.
Remove the block status on the card, close it permanently as I don't owe the bank and give me my clearance letter.

Thank you

Timothy - [protected]

Since december my account is being charged 175 aed for debit interest however there's no any minimum amount on my account because I work in hospitality. I have this account since 2017 february but never been charged before, I have contacted several times with customer service and branches who are used to send me to call again to customer service (what is the purpose of the customer service if they can't help and forwarding us to another customer service after waiting long hours queue). Jumeirah hr member tried to fix that communicating with bank but no respond. I would like the amount to be reimbursed.

I had an FGB credit card when I was in Dubai in 2009 unfortunately I had to go back home in the Philippines for family concerns... after 10 years now, there is a collection agency called me and even harassing our HR and officemates calling them to let me pay them asking for almost triple of the amount of what I had left in an instant payment up to 2 months the most or else they will ask our President to expelled me in the office, and they even send emails to all the emails of my officemates saying my deragatory case in dubai for not paying it... is this still acceptable behavior of a collection agency of course its not, they also said that it is much better for me to have no work so that they have a reason to the bank that i'm indigent... I've ask them why after 10 years they've been chasing me and harrasing me likethis, why not on its 1st few months or years, so that the interest would not compiled like that, they just explain that there is a merging and that its just what it is... I know I have an obligation but I can only pay what I only can since I explained what my situations are but still they are pestering me... is it still legimate after 10 yrs?

Dear All,

My complaints are various, these are as follows & none of them resolved.

1.Bank dishounured my rental cheque despite being funds in the account & bank charged cheque reversal fees.

Post investigation i was promised reversal charges will be credited back in the account in a week maximum this incident is of 1st week of December.

But no action till date.

2.I hold a USD currency account which was opened with a zero balance condition now last time they applied charges & upon complaint charges were reversed & again this month charges are applied again & account has been turned into negative USD Balance.

And despite complaint no action this time.

3.Being a Turbo Booster Accelerator Program Customer local fund transfer were always free now i am charged for every fund transfers locally & call centre confirmed post complaint that this program clearly states no charges for Turbo Booster client for local FT but no action till date for reversals

Lastly

4.Under accelerator program being a Abu Dhabi Platinum card customer i was getting 8% Cash Back till november.

But in last month I spent Plus AED 10, 000 but cash back I received is just about 1%.

5.Accelator Cash Back for the month of Jan'19 also not applied correctly.

When i seeked clarifications i was only told that there is something wrong with the statement & will investigate & come back to you.

All these complaints i kept raising thru call centre, service mail id atyourservice@fgb but no one really bothered to even reply back.

Call centre keeps you on hold for atleast an hour & on many occasions i disconnected call after spending hours without call being answered.

I was told we follow TAT for 5-7 working days but in all these complaints TAT has been not followed & violeted & there is no 2nd level escalation if TAT breached.