Issue of letter

I had a bank account with HSBC’s Sharjah branch and maintained it till 2006. I had taken a personal loan as well from the bank and cleared everything before its due date.

Recently, when I wanted to go for a bank loan with another bank, they demanded a No Liability Letter from HSBC. I visited the HSBC branch in Sharjah on December 14, 2014, as I had withdrawn money from there in the past, but the attending customer service agent said I should contact their toll free number for this purpose. I contacted them from there itself and with the help of the customer service officer, I placed a request for No Liability Letter and the customer service agent on the phone told me that the letter will be delivered through my postal address in the next couple of days.

After five days, I again checked through the toll free number, but the customer service agent attending my call took some time and asked me to wait for another two to three days to get it. I checked on December 23, 2014, but to my surprise, the customer service agent who attended my call this time said there was no request in their system for a No Liability Letter and said I would have to place a new request and wait for another couple of days.

It was a frustrating and embarrassing experience and so I decided to share the same in order to seek Gulf News’ help.

From Mr Murali Ambala Kolliyil

Dubai

The management of HSBC responds:

I would like to take this opportunity to thank you for bringing this matter to our attention.

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

Thank you once again for bringing this matter to our attention.

Mr Kolliyil responds:

Thank you very much Gulf News, for your support as it resulted in me receiving a No Liability letter from HSBC, which I failed to get for the past three weeks, despite repeated attempts. But they have given it on my old credit card account, though I asked for it on my bank account with them. I will continue to follow up with them for the finalisation of the matter as the letter they had issued is not covering other liabilities I had with them.

Once again thank you very much for your cooperation and for supporting me in a difficult situation like this.

(Process initiation: December 31. Response from organisation: January 7. Reader confirmation: January 8.)

Calling for service

On September 5, I subscribed to etisalat’s eLife Premium package, comprising 100MB internet, cable TV and landline phone (with wireless phone set). It took almost a month of several complaints for etisalat to send a technician to my newly rented villa and make the installation, which finally happened on September 30. By this time I had called several times and even written a letter to etisalat. When the technician finished installation of TV and cable, I inquired about the landline phone and wireless phone set. He said he didn’t know anything about it. I called etisalat several times, to no avail.

Now, cable TV is no longer working as well. I called again and again. They always give me the same complaint number saying they are updating the complaint and someone will come to fix the problem. But nothing ever happens.

I would like Gulf News’ assistance in dealing with this matter.

From Ms Daniella Araujo

Abu Dhabi

The management of etisalat responds:

Kindly note that the customer’s issue was resolved.

Ms Araujo responds:

Thank you Gulf News for the continued support. I am happy to acknowledge that etisalat has approached me to solve the issue as soon as they had learned about my complaint.

(Process initiation: October 30. Response from organisation: November 9. Reader confirmation: November 10.)

Benefits seized

I am writing this letter with the aim that this would reach the management of Standard Chartered bank and would allow me to release the end of service benefits deposited by my former company.

I have always banked with Standard Chartered; it has been 17 years. My salary is credited to them on a monthly basis; I’ve never missed a loan payment schedule and I have a very good track record.

However, my disappointment came when they debited my end of service benefit as a payment for my loan, despite the fact that my new company agreed that my salary would be credited to my account.

I would appreciate if Standard Chartered took into consideration that I have been honest and timely in all my transactions with them and expect only that the same be accorded to me. Hope this will reach them and I will get a favourable response from Standard Chartered.

From Mr Sajayan T. Vasudevan

Ajman

The management of Standard Chartered responds:

Upon receiving the complaint, Standard Chartered Customer Care Unit contacted the customer and informed him of the bank’s policy and terms and conditions of the personal loan and its relation to the end of service benefit. The issue is considered closed from our end.

(Process initiation: January 13. Response from organisation: January 19. 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.