Not a free card

I hold a credit card from Standard Chartered Bank since 2013. At the time when I received the card, I was told that the card would be free for life. However, on my recent statement, I have been charged annual fees of Dh300 for the card. The due date for my account is October 9. A few weeks ago, I contacted them, saying I was unwilling to continue with them further, since I did not want to own a card that charges an annual fee. The response that I got from them was that I have to pay the fees and all other outstanding dues, and only then would they cater to my complaint.

Recently, I cleared all payments except for the annual fees charge. I called them to say so but they refused to lodge a complaint stating that they would only take my complaint once I have paid the annual fee. So I paid off everything, even the annual fee charge, out of fear that they would charge me financial charges due to non-payment of the dues.

Till now, my payment has not even appeared on my online account. I find this behaviour to be very rude on the part of the bank. They are charging me for a service that I do not intend to use and if I don’t pay, they will add further charges. And now that I have paid the amount, I expect that they will cause further hurdles in cancelling my card, and refunding the amount that I paid to them. All I want is to be refunded for the Dh300 annual fee, and for them to return my security cheque and close my account.

From Mr Fahad Arshad

Dubai

The management of Standard Chartered Bank responds:

Upon receiving the feedback, the Bank started its investigation process. When retrieving the customer’s credit card application, it was found that credit card was free of charge for the first year only and thereafter, the customer is subject to Dh300 fees on annual basis — as stated in the contract.

(Process initiation: October 10. Response from organisation: October 15.)

Waiting for reconnection

I have received bad customer service from etisalat. I moved from Baniyas to Mussafah Shabia area in Abu Dhabi on August 14, and I made a request to move my eLife connection on August 15. But due to wrong details, the application request was cancelled and so I made another request on August 18. With continuous follow ups, technicians have visited and installed the device on August 22. The technician told me the internet would work within two hours. After two hours, I contacted him and he said it would take one day. But it has still not been resolved. I made a complaint on August 23 by calling 101. But until now, they didn’t resolve it. I am calling customer care daily, a minimum of two times a day. But they can’t help me. I talked to their supervisor and he agreed to do the work on a priority basis and contacted the technical team. But they tell me there are some technical issues. If they have technical issues and they can’t solve it within 15 days, what am I to do? I am really fed up with this service. Please help me.

From Mr Gopi Kokkott Veettil

Abu Dhabi

The management of etisalat responds:

The customer’s issue was resolved. The installation is done. We called and confirmed with the customer that his services are working fine.

Mr Veettil responds:

Thank you very much Gulf News, for the help in this regard. My complaint has been resolved and the internet is working perfectly. Thank you, etisalat.

(Process initiation: September 16. Response from organisation: October 6. Reader confirmation: October 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.