No luck
I have had an account in Commercial Bank International (CBI) since 2013.
In 2012, I took a personal loan for Dh150,000, for which they informed that I would need to apply for a credit card, which is free for life as a package deal. I agreed and went for it.
In 2014, I topped my loan for a total loan amount of Dh250,000.
I decided upon the top-up loan with a sales representative, who informed me that I would need to take one more credit card in order to get my loan processed. This was also free for life.
I received my card and did not even activate it. After one month, I received an SMS, stating that there is an annual maintenance fee of Dh500 and they had deducted my account by Dh100.
I contacted the sales representative and informed him. He asked me to cancel my card. I signed a cancellation letter and handed it over to him for cancellation.
After that, he stopped picking up my calls and now, CBI has informed me that he is not working with them any more. I have raised several complaints by email and through their call centre, in response to which, they said someone would contact me. However, no one has contacted me until now.
I checked with customer service, and they told me the case is closed. They asked me to contact the main branch of their office.
As of now, CBI has deducted Dh400 from my account without informing me, and the new credit card is not even visible in my online banking platform.
The salesperson did not inform me regarding the annual fees, but I am being charged for a card that has not even been activated.
Kindly help me solve my problem.
From Mr Rajiv Gandhi Jayaraj
Dubai
The management of CBI responds:
I refer to the complaint raised by Mr Jayaraj. We would like to advise you that we have waived and refunded the credit card annual fees of Dh500. The customer was satisfied.
Mr Jayaraj responds:
CBI confirmed that they have waived the annual maintenance charges. Thank you Gulf News for resolving this issue. The newspaper has my sincere gratitude for the time and effort taken.
(Process initiation: November 15. Reader confirmation: November 16. Response from organisation: November 18.)
Same issue, different day
I have an ongoing issue with etisalat, which doesn’t seem to be resolved despite their promises and reassurances that it will be done as a matter of urgency. This matter has been unresolved since August, 2014.
I had subscribed to a data package of 100MB and a monthly amount was deducted from my phone credit. I decided to upgrade my data package to 1GB. I contacted etisalat and explained that I wanted to upgrade. I cancelled the 100MB package via an etisalat call centre personnel.
However, every month, I receive an SMS stating that my 100MB plan has been renewed and the amount has been deducted from my phone. Every time this happens, I call etisalat to complain. Every single time, they apologise and reassure me that they have now cancelled and reimbursed the amounts deducted. I have spoken to various supervisors, spent hours on the phone and despite promises that it is definitely cancelled, I’m still getting the same SMS and when I phone etisalat, they tell me it hasn’t been cancelled, despite the fact that I have received an SMS to say it has been cancelled.
I’m extremely frustrated with this. All I want to do is cancel the 100MB data package. Even after I explain that this is what I’ve been promised since August and I am still facing the same issue, I get told that I should trust them now and ignore what was said in the past.
Please, could Gulf News help resolve this issue?
From Ms Aneela Bukhari
Al Ain
The management of etisalat responds:
Kindly note that the customer’s issue was resolved and the 100MB package was deleted from her account. We will wait until her bill cycle ends, to check on the refund.
Ms Bukhari responds:
Thank you so much for following up with this issue. Etisalat have been in touch and have cancelled my 100MB data package and as stated, they will reimburse after the bill cycle ends.
Without the support of Gulf news, I don’t believe this issue would have been resolved as quickly as it was.
(Process initiation: December 5. Response from organisation: December 10. Reader confirmation: December 30.)
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.
