Charged again
I had installed Orbit Showtime Network (OSN) at my home and paid a lump sum amount for six months as required. When the six month period was about to be completed, I recharged it online for one month with my credit card.
However, it started charging to my credit card automatically every month. During the very first month when it was deducted, I brought this to the attention of OSN customer support and they confirmed to me that from next time, it will not be deducted from my credit card.
Subsequently, the network was again charged to my credit card and when I approached OSN’s customer support this time, they informed me that I had signed up for a one-year contract and every month, $18.75 (Dh69) will be deducted, whereas I had never signed any contract, nor accepted any terms and conditions for a one-year contract. It is a prepaid service and if I don’t recharge my services, it should be suspended. I request Gulf News to look into this matter and help me out with the unfair charges by OSN.
From Mr Shehbaz Nisar Ahmad
Saudi Arabia
The management of OSN responds:
Thank you for the email and for directing the concerns raised by the subscriber to our attention. We are happy to inform you that we have already had a discussion with the customer and resolved the matter.
Credit card payment is a convenient option we provide to our subscribers to make regular payments automatically. As per the industry norm, we provide clear and concise terms and conditions relating to credit card payments online and we urge all customers to read these carefully. The deductions made were as per the online payment terms.
Following a discussion with the customer and as agreed, he will receive uninterrupted services through January since payment has been made. From February, he can make cash payment to continue his OSN subscription.
We are committed to upholding the highest customer service standards and will extend all support to our subscribers.
Mr Ahmad responds:
I would like to confirm that I received a call from the customer support of OSN and they confirmed to me that henceforth, they will not charge automatically to my credit card. I would like to thank Gulf News for its support in resolving my complaint.
((Process initiation: January 5. Response from organisation: January 8. Reader confirmation: February 3.)
Valet parking issue
First Gulf Bank (FGB) has charged me for valet parking for the months of September and October. When I made a complaint, they said: “First, make the payment and then we will give you a complaint number.” I told them I was not informed about the minimum spend when I took the card, and even on their website I couldn’t find any information saying that we have to spend Dh500.
This is unfair — now I have been charged almost Dh600 for three months. Kindly help me.
From Mr Al Badr Abdul Qader
Abu Dhabi
The management of FGB responds:
FGB is grateful for all customer feedback to which we give careful consideration as we strive to consistently deliver the highest standards of service. FGB has been in contact with Mr Abdul Qader, and the matter has been resolved.
Mr Abdul Qader responds:
Honestly speaking, it is not resolved. What they said to me is that I have to spend Dh5,000 for the next two months, then they might reverse the funds. This is unfair, but what can I do. Now, I can only seek help from Gulf News.
FGB responds:
FGB is grateful for all customer feedback to which we give careful consideration as we strive to consistently deliver the highest standards of service. FGB has contacted Mr Abdul Qader to discuss the matter, and the charges have been reversed. The customer is satisfied with the resolution.
Mr Abdul Qader responds:
Yes, my issue was resolved and a very big thank you Gulf News team for the support. Without it, all this would not have been possible. I am very grateful.
(Process initiation: January 12. Response from organisation: January 18. Process completion: January 28.)
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.
