UAE | Complaints

Consumer issues brought to the fore

Readers’ concerns raised in a process aimed at encouraging resolution

  • Manuel Almario Community Journalist
  • Published: 14:54 August 5, 2012
  • Gulf News

Triple pay package

I applied for an elife Triple Play in November 2010, and I had three teams of staff visit that couldn’t install the package properly. The first was because the television didn’t work at all so I installed Orbit in the meantime. The second time the internet was not unlimited but at a low speed. The third was the landline worked only during the first two or three months. I kept on calling the company and the customer service to see what was going on with my account. Every time I was told the same story — that my request was set in the system as a priority and that somebody would call me back in a few days. This went on for nearly three months, and then I somehow gave up as it was a huge waste of time.

In the meantime I started receiving text messages that I had outstanding amounts with etisalat. When I tried to explain the Triple Play package was not working as in the agreement so I wasn’t supposed to pay anything, the answer automatically came as - you have to pay first and then we shall take care of the problem — we just went in circles. Surprisingly, I also found out some time later that my complaints on the phone hadn’t been registered in the system.

On October 29, 2011 after receiving again a message with a due amount to etisalat of approximately Dh3,600, I decided to go to the main office and file a written complaint saying that the payment should be waived. To my understanding, etisalat was supposed to send a technician to my apartment to investigate the issue and write a report on whether the Triple Play was working or not but nobody came and nobody called to set the mentioned visit.

On November 23, 2011, I wrote another complaint at the Al Salam branch and I asked to be downgraded to Double Play — I also brought back the eLife TV box, which had been lying in my apartment for a year. I paid Dh600, which, according to my understanding represented the payment for the first two months of the new account Double Play, and the internet connection and the landline were reset this time. However, when I asked about the waiving of my previous package, the story with “the technician” came back again.

I went to the main office again to try and solve this issue with their Customer Care manager whom I kept in touch with for some time and who, in turn, also referred me to another colleague. The story started all over again. Nothing has been done — nobody has followed up on anything and my due amount just keeps growing.

From Mr Manuela Toader

Abu Dhabi

The management of etisalat responds:

Kindly be informed that Mr Manuela Toader’s issue has been resolved.

No cash back

I had a credit card issued by Abu Dhabi Commercial Bank (ADCB). On November 18 and 19, 2011, I called the customer care centre of the bank and requested them to convert my Royal Bank of Scotland (RBS) credit card to an ADCB Gold card. I wanted to convert this card as there was an offer of 50 per cent cash back if you spent money at the Ferrari World Abu Dhabi and Dubai Dolphinarium on Friday or Saturday, subject to maximum cash back of Dh250 per annum. The customer care executive confirmed that as RBS is merged with ADCB, the offer is valid on RBS card, too, and I could avail of these benefits if I spent Dh1,000 in one calendar month.

I again called the customer care centre on December 2, 2011 to confirm about the information, which I received earlier. Based on the confirmation, I used my RBS credit card on December 3, 2011 at Ferrari World and I spent Dh450. I spent a total of Dh1,000 in December, as it was the primary requirement to avail the cash back offer.

To my surprise, when I received my credit card statement for December, the cash back amount was not reflected in the statement. On January 7, 2012, I called the customer care centre to check the reason for not giving the cash back. The customer care executive confirmed that the cash back will be reflected in the statement for January.

Again to my surprise when I received the statement for January the cash back was not reflected. I called the customer care centre to log in a complaint. As a response to my complaint, I have been informed that the offer for cash back was not valid on RBS cards and it is only valid on ADCB Gold card. I requested to the customer care executive that I wanted to listen to my conversation with various executives on this issue. But I have not got any response.

I also sent an email to ADCB about my complaint, but my second complaint was not answered.

When it was confirmed to me that the offer is valid on RBS card, how could it be denied later. I request Gulf News to help me resolve this matter.

From Mr Sangram Gandhi

Dubai

The management of ADCB responds:

Thank you for your constant cooperation and communication with us in the endeavor to best serve our customers and resolve their issues. It is important to note that customer satisfaction is at the very top of our agenda, which is why we have an established Service Quality Unit that is dedicated to handling all customer enquiries and complaints.

All ADCB customers can contact this unit 24/7 on 800 2030; or call collect +97126210090 from outside UAE; alternatively they can visit our website (www.adcb.com) from where they will be able to log their complaints, recommendations or suggestions.

Please be advised that we have directly communicated our feedback to the customer and this case has been closed from our end.

Mr Gandhi responds:

Thanks for following up with ADCB. With the help of Gulf News I got my cash back.

If you have similar consumer complaints and wish to raise them with the newspaper, contact us via email at readers@gulfnews.com

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