Recently the company I work for issued to me a new mobile number from etisalat. To my surprise, every day I receive half a dozen calls from Emirates NBD and automated SMS reminders for payment. On speaking to the representative, it became apparent that the previous owner of the number happened to take several loans from the bank and cancelled the line for their own reasons. I explained to the representatives that the previous owner no longer owns this number. The representatives could not assist as they mentioned that this is the number they have on record and thus will not be able to update it based on my statement. Thereafter, one of the senior representatives from ENBD suggested I submit to the bank a formal letter from etisalat proving ownership of the number for them to update their records. Although this was done and submitted, unfortunately there has been no change to the situation.

It is frustrating to continuously receive calls and SMSs on this matter when I have nothing to do with it. As a result, I actually know more about the former owner’s personal details such as loan values, full name, passport details, which is supposed to be confidential. How can I stop this nonsense?

From Mr Sameh Awad

Dubai

The management of Emirates NBD responds: We are pleased to inform you that Emirates NBD’s Group Customer Experience team has been in touch with Mr Awad regarding matters related to the change in contact details.

We wish to clarify that Mr Awad had been issued a mobile number that previously belonged to one of our delinquent customers, who had cancelled the number but failed to update her records with the Bank; this resulted in Mr Awad receiving calls and notifications that were related to the delinquent customer’s account. For verification purposes, Mr Awad was requested to provide the Bank with official documents that reflected the change in the ownership of the mobile number. Upon receiving the supporting documents, Mr Awad’s request for a change in the contact details was accepted and the issue has been resolved to his satisfaction.

We have offered Mr Awad our sincere apologies for any inconvenience caused, and have reiterated our commitment towards continuously improving our services. Emirates NBD appreciates its customers’ feedback and will take every opportunity to further review and enhance any internal processes that require attention.

Once again, thank you for your relentless efforts in providing us with the opportunity to further assist our customers.

Mr Awad responds: Please be advised that I am still receiving calls from the Bank with regards to loans.

Emirates NBD responds: We are pleased to inform you that our Group Customer Experience unit revisited the issue with the teams involved in such processes and all measures have been taken to put a stop to these calls. We have again conveyed our sincere apologies to Mr Awad for the inconvenience caused to him.

We would like to thank you again, for providing us with the opportunity to better serve our customers.

Mr Awad responds: Please note that I am still receiving calls to my number. I recall they mentioned that they are working on rectifying a glitch. But seriously how long does it require?

Emirates NBD responds: Emirates NBD’s Group Customer Experience unit revisited the issue once again ensuring that no further calls will be made to Mr Awad’s number. We have conveyed our sincere apologies to Mr Awad for the inconvenience caused to him. We would like to thank you again, for providing us with the opportunity to better serve our customers.

(Process initiation: February 5. Response from organisation: February 25. Process completion: March 30.)

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