Unknown charge

I have read about the assistance that the newspaper provides when customers face issues with banks and other institutions. I have a similar request and seek Gulf News’ assistance to have it resolved.

I hold a credit card and a current account with Emirates NBD. I have been using their services since 2006 - 2007. When I initially subscribed for the credit card, I was offered a current account with zero balance feature. I was informed by the bank that as long as I hold the credit card, I will not be charged by the bank for minimum balance maintenance on my account.

However, upon viewing my bank statement, I realised that the bank has charged me minimum balance or ‘relationship maintenance fees’ of Dh25 for six months, which has resulted in a debit of Dh150 in my account. Upon inquiring with the bank, I found that these charges were laid down, because the balance maintained in my account was less than Dh3,000.

My concern is that, the bank has charged fees from my account without my knowledge. I request Gulf News’ intervention as I have not received any communication from the bank with regards to the application of charges on my account and as a result I want these charges reversed.

From Mr Mayank B. Joshi

UAE

The management of Emirates NBD responds:

We are pleased to inform you that our Group Customer Experience team has been in touch with Mr Joshi and has provided him with necessary clarifications pertaining to the ‘relationship maintenance fees’ levied on his account.

We wish to confirm that our team looked into Mr Joshi’s concerns and assisted him with the charges that took place on his account. Our liabilities team has informed us that letters dated July, 2013, were sent to customers updating them on the relationship maintenance fees; also these have been updated on our website under the schedule of Service Charges and branch boards.

The customer has been contacted and he has confirmed that he is aware of the letter contents which were sent to customers in this regard. Exceptionally, we have arranged to reverse the charges on July 21, 2014. The customer has been informed accordingly by an official e-mail which also states that the charges shall be applicable in the future.

We would like to thank you for your continuous support in offering us the opportunity to further assist our valued customers.

Mr Joshi responds:

Thank you so much for the support extended to have my complaint addressed. I confirm that the charges were reversed by the bank. I wish to thank the bank for showing their cooperation and kind gesture to resolve the issue.

(Process initiation: July 16. Response from organisation: July 23. Reader confirmation: August 18.)

Doubled bill

My Sharjah Electricity and Water Authority (Sewa) bill for the month of June showed a high amount compared to month prior. The bill had almost doubled! When checking, we saw that the service charges has been increased. For electricity it was Dh84.40 (30), for water Dh28.60 (20), and for gas Dh16 (20). I raised a complaint with Sewa through email and their online platform but received no reply.

Later, when I checked my friend’s bill, I saw that he had an outstanding of Dh217 with Dh51.50 as service charge. I had a bill of Dh225 with Dh84.40 as service charge! Why?

I hope Gulf News will intervene in this matter and help get it resolved.

From Mr Samuel Varghese

Sharjah

The management of Sewa responds:

Our customer service representative has called the client and explained the case to him.

Mr Varghese responds:

Yes, Sewa contacted me and explained the matter. They have increased the service charge of electricity to Dh80 from Dh30. Also, the charge is Dh80 for 30 days and if the reading dates are more than 30 days, the service charge increases accordingly. My suggestion is that when an organisation like Sewa is increasing its fees, it would help if they could please inform the clients. Thank you Gulf News for intervening in this matter and getting me an explanation.

(Process initiation: August 27. Response from organisation: August 31. Reader confirmation: September 10.)

Overpaid

I had an eLife account with etisalat, which I cancelled and I also returned the equipment to the eitsalat office at Salam street in Abu Dhabi. When I asked for a receipt, I was told there is no receipt for equipment return. After that, I received a bill claiming an unrecovered equipment cost, so I called customer care and visited the same representative to which I had returned the equipment. He told me to file a complaint and that I would receive a reference number on my phone. However, I did not receive anything. Again, I went back to visit the same representative in which I was again told the same thing so I got fed up and paid the bill of Dh288. Though I did not have to pay the amount since I had already returned the equipment on the same day as the etisalat executive advised, I still did. Then again, this month I received the same bill with same amount despite having paid it.

From Mr Sooraj Veliyampalam Sukumaran

Abu Dhabi

The management of etisalat responds:

Kindly note that the customer’s issue was resolved.

Mr Sukumaran responds:

I have been contacted by etisalat and was told that I will be refunded.

(Process initiation: July 25. Response from organisation: August 27. Reader confirmation: August 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.