Readers' concerns addressed

Savings account closed

To inculcate the habit of savings, we had opened a head start account in HSBC for our daughter while we were residing in Sharjah. Since my work was in Abu Dhabi, we shifted to Discovery Gardens in Dubai and could not operate this account frequently. We were aware that if the account is not operated for a while, it will close.
Monthly account statements were being sent by HSBC.

We received a statement dated November 15, 2011, giving the account balance and, within a few days, another statement was sent on November 17, 2011 saying that the account is closed.

I called up HSBC and was told that I would have to visit the branch and the money could be withdrawn there. We visited the branch on December 4, 2011 and were told that the account was closed and money had been withdrawn, whereas we had not done so. The bank representative mentioned that once an account closes, the money gets transferred to an internal account. Once they traced the money, we would be called to collect.
A complaint was made. After this, we received a call twice saying that they still haven’t identified the amount and will keep us posted.

It is nearly 60 days and they are yet to identify the amount. When I called their number 600554722, I was told that they do not have a clue. As far as the system goes, the complaint has been answered.

I would request Gulf News to take up this matter. Even though the amount is not huge (Dh413.50), it was our little girl’s savings. Let them close the account but return the money. Gulf News’ help will be greatly appreciated.
From Mr Shuhab Al Deen Kokan
Dubai

Ahmad Othman, Manager, Corporate Communications, HSBC, responds:
I would like to take this opportunity to thank Gulf News for bringing this matter to our attention.

Please note that we have contacted Mr Kokan and an agreed solution has been reached to his satisfaction.

Thank you once again for bringing this customer case to our attention.

Mr Kokan responds:

HSBC did contact us and they paid the amount that was due. I am very grateful to Gulf News due to which this issue had a speedy conclusion.

No 3G signal in apartment

I had purchased a 3G Sim card from etisalat on November 28, 2011 and signed a six-month contract so I can get the 3G router free. I stay at a hotel apartment in Dubai Marina and the hotel internet is relatively very expensive, which is why I opted to buy the 3G internet from etisalat.

I brought the router back to my apartment and did not get any 3G signals. After trying it out for a few days, I called etisalat on December 4 to make a complaint. I repeatedly followed up with them until December 15 and no one called me back nor did anyone visit my apartment. Later, they informed me that they were trying to call on the 3G number, which is on the 3G router, and not my contact number.

I got a little hope then that maybe they would fix something. I was told that they would send someone to check it. After a few days, they called me to say that it would take a few months to solve this problem as the location of my hotel apartment does not have 3G signals, especially on the 42nd floor.

I went to the head office of etisalat to return the router and I found out that because I have signed a six-month contract, I could neither return the router nor could I cancel the contract. Hence, I must pay Dh450 per month for the next six months even if I don’t get any service.

How does that make any sense to have a contract and pay for a service that is not available in my area?

I offered to even pay for the router, but why should I pay Dh450 when etisalat cannot provide me the service in that area and they agree the service will not be available for a few months?

I am hoping that Gulf News will be able to help me in returning this router to etisalat or find a solution to this. I am tired of calling etisalat repeatedly to solve this issue and end up arguing, without any result.

From Mr Sumair Wahid Bandukda
Dubai

Editor’s note: The complaint was forwarded  to etisalat for comments. However, despite repeated reminders, the management of etisalat did not respond.