Charged for credit shield
I have been charged a credit shield of Dh90.78 on my latest statement of etisalat Platinum credit card. The customer service representative said I have activated the credit shield over the phone. As far as I remember I got a call from Mashreq saying the credit shield is free of charge and hence I said to go ahead with it. Now since I am charged I don’t understand what the sales agent meant by free of charge. Kindly go through the recordings and clear the charges since I don’t want to avail credit shield.
From Mr Nishil Abdul Aziz
Dubai
The management of Mashreq responds: Thank you for sharing Mr Nishil Abdul Aziz’s complaint for our feedback.
We regret the inconvenience to the customer however our investigation finding on the complaint are as follows:
As per our records, the credit shield insurance was activated on Mr Abdul Aziz’s etisalat Platinum credit card on June 12, 2014 basis his telephonic consent.
The credit shield premium is only charged if there is an outstanding on the card, since there was no outstanding on the card till November 2014 the premium was not charged.
Mr Abdul Aziz availed balance transfer on his credit card in November and therefore as per the insurance parameter the premium was charged in his December statement. We have contacted Mr Abdul Aziz and once again explained him the reason for the charge.
As a gesture of goodwill and since Mr Abdul Aziz is our valued customer, we have reversed the credit shield charge on the card and informed him about the same.
He truly appreciates our gesture and has no further complaint.
We are thankful to Gulf News for offering its readers a platform to resolve their issues.
Thank you once again for reaching out to us for clarification.
Mr Abdul Aziz responds: Really appreciate the effort taken by Gulf News in this matter.
(Process initiation: January 5. Response from organisation: January 5. Reader confirmation: January 6.)
Transfer troubles
I had an etisalat eLife connection in Dubai and I had cancelled the service by giving them a one-month rental as mentioned in their contract in July 2014. To my disbelief they had charged me Dh11.64 extra in the billing statement. After calling the 101 helpline and registering a complaint, they reversed the charge into the same account and I was informed that I could transfer this credit to any etisalat mobile number under my name by requesting it at a Business Centre.
The problems starts here. Ever since August I have visited many times and given applications to various centres to get the credit transfered. Every time the staff says that they will get the credit transferred over in three to four days. Unfortunately they haven’t though. It’s not a matter of the amount, but I have been charged incorrectly. I am irritated to visit their Business Centres because each time they have the same response and no one is willing to help.
From Mr Mr Minesh Shah
Dubai
The management of etisalat responds:
Kindly note that the customer’s issue was resolved.
Mr Minesh Shah responds:
Thank you Gulf News team for the intervention into this issue. The matter is resolved.
(Process initiation: December 20. Response from organisation: December 29. Reader confirmation: December 29.)
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.
