Charged for no reason
The ‘Your Complaints’ section in Gulf News always inspires me, and I think the newspaper is doing a wonderful job to resolve readers’ issues.
In April 2014, I was wrongly billed by etisalat for their services. I have subscribed to the package ‘Asian Choice Basic’ and this shows in their system as well. However, I have also been charged Dh116 against e-Life Family package for March and April. Also, I have been charged Dh23 as charges against video on demand. I never requested etisalat for any video. I want etisalat to provide details about these requested videos.
I raised a complaint with etisalat on April 6, regarding the two issues. They finally responded on April 17, stating that my complaint had been resolved. However, I would like to state that the above two issues stand as they are — unresolved.
I hereby request Gulf News to intervene so that there is closure to this case.
From Mr Antonio D’Souza
Dubai
The management of etisalat responds:
Kindly note that the customer’s issue was resolved.
Mr D’Souza responds:
Kindly note that I did receive a text message from etisalat stating that my issue was resolved but I would like to state that it wasn’t! If etisalat has resolved the issue, they should at least inform as to what they have resolved. As per my last check for billing on May 5, I could see that the previous balance was Dh151.94 whereas it should have been Dh116 (Dh58 multiplied by two months charge for April and May). Also, it showed a one time charge of Dh60, which refers to the Family package. Now, this is an incorrect charge, as the Family package was installed in a trial period on February 20, and I discontinued the same on March 18, which is well within one month. The salesperson who called me on February 20 to promote the Family package offer stated that there would not be any charges whatsoever should I not like the package during the trial period of one month and want to discontinue during that month. These words can be tracked by etisalat as they should have the recording. Moreover, etisalat has suspended my account from May 8, so I am unable to view any billing details. I wish etisalat would sincerely resolve customer issues and then revert saying that it had been resolved.
The management of etisalat responds:
Kindly note that the customer’s issue was resolved as mentioned earlier. We tried to contact him, but the customer did not answer our calls, so we sent him a text message.
Mr D’Souza responds:
With reference to the response from etisalat, please note that on June 17, I received a call from etisalat, mentioning that the extra amounts charged will be credited again, and will reflect in the next month’s bill, which is July.
Hence, I would like to take etisalat’s word for it and would like to end the matter. I will check next month’s bill.
A big thanks to all at Gulf News for the time and effort spent in pursuing my case. Without Gulf News’ assistance, my case would not have been solved.
(Process initiation: May 3. Response from organisation: May 6. Reader confirmation: June 18.)
Unwanted charges for rejected loan
On February 10, 2014 I requested for a personal loan from First Gulf Bank. I have already one credit card with them and have a good history with them, and that is why they accepted my request. Its sales representative came to my office and in front of my staff told me the bank will give me Dh120,000 and he will push for Dh140,000 with interest rate at 0.86 per cent only. My colleagues were surprised and want to get the same, thus we signed the application forms. Someone called me for verification, and wanted my confirmation to deposit the amount in my bank account. I asked him what the amount is. He told me Dh51,000 only with 12 per cent interest. I did not approve and told him don’t deposit the money in my account. Then I explained to him the whole story about their salesman’s offer. He told me - you have the right to refuse the loan, we are sorry and we won’t transfer the amount.
After two days, I received a message that the bank has transferred the money to my account! When I called the bank, the customer service representative told me - you can pay the amount with extra charge for closing earlier. I don’t want their money and I won’t pay any charge because it’s the bank’s fault. I wish someone calls me from the bank to apologise for their mistake.
From Ms Zeinab Mohammad
Abu Dhabi
The management of First Gulf Bank responds: FGB values its customers and is always keen to receive their feedback to ensure we consistently deliver the highest standards of customer service. The bank has contacted Ms Mohammad to discuss the matter and the loan has been cancelled, as per her request. The customer is satisfied with the resolution.
Ms Mohammad responds: I closed my credit card and loan with the Bank. Thank you for helping.
(Process initiation: March 19. Response from organisation: March 30. Reader response: May 6.)
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