Two instead of one

I applied for a Standard Chartered credit card in 2011, after which, the bank provided me with two cards, and a total credit limit of Dh23,500. Why the bank couldn’t just provide one card with the total credit limit, I’m not sure.

In 2013, one of the cards expired and after numerous attempts to have a new one delivered, I advised the bank that I didn’t want the new card as I could have access to the same credit limit with one card, with reduced administration.

In January 2014, my remaining card had a credit of Dh38 after I had made an overpayment on the card and I hadn’t used the card in a number of months. In January and February I never received a statement from the bank but I received a text message in March stating that my account was in debit and that a minimum payment must be made.

I called the bank on March 5 to discuss this and they explained that an annual fee of Dh350 had been applied. I explained that written notification of this hadn’t been provided, as the bank was no longer sending statements. I requested that the bank cancel the card and send the remaining credit back to me. I was advised at this point that I couldn’t cancel the card over the phone, with this particular person, but would have to wait a few days for another person to contact me.

On March 9 and 12, I called again, as I hadn’t received a call from the bank. On March 17, I decided to write to the bank to officially cancel the card. A few days later, I received a call from what I can only describe as a ‘salesperson’, as they were encouraging me to not cancel the card, rather to have an ‘upgraded’ card. I again reiterated my request to cancel the card, which they said they would only do if I paid the annual fee. How can I pay an annual fee for a service I wouldn’t receive?

As I write today, I am still being completely ignored by Standard Chartered due to their frustrating procedures as they do not accept or respond to any communication in writing and hide behind telephones. I am again receiving electronic statements with monthly late payment fees, all of which are related to the annual fee on a card that I have cancelled.

Gulf News’ assistance would be greatly appreciated in highlighting this situation.

From Mr Mark Woods

Dubai

The management of Standard Chartered responds:

Upon receiving the complaint, Standard Chartered Customer Care Unit tried to contact the customer, however was not able to reach him. The annual fees levied on the card are valid as per the terms and conditions of the card that the customer has signed and agreed upon when acquiring the card.

Mr Woods responds:

Thank you for the investigation into this matter. I have spoken with Standard Chartered on numerous occasions (all of which are recorded in my letter to them), so this is a poor excuse — the fact that they couldn’t contact me. The fact is, I provided them with ample notice to cancel the card, which, due to their inefficient processes, was never dealt with. In summary, I will not be paying these fees. Thanks again for the assistance in this matter.

Standard Chartered responds:

Please note that our Customer Care Unit has been in touch with the customer and the issue is now closed.

Mr Woods responds:

I have received a mail from Standard Chartered stating that they will reverse the charges. Thank you very much for the assistance, Gulf News. You have been a fantastic help.

(Process initiation: July 1. Response from organisation: August 21. Process completion: September 1.)

Delayed services

I have been an etisalat customer since 2010. On May 19, I had requested to shift my eLife Triple Play service to my new accommodation in Mohammad Bin Zayed City, Abu Dhabi, just two kilometres away from my previous house. So, they checked the availability of fibre optical cables at the new place and replied that the same did not exist. After follow up, on the seventh day, a technician came by and said that there was a requirement of external wiring and that he would come back soon. Again, after continuous follow up, a team of people came and fixed the external wiring and installed the junction box on the ground floor and told me that another team would come to install the router and the connection on the same night. After four days, another technician came and told me that the wiring was not enough and went back. Then nobody turned up till June 10. I have made several follow-ups through customer care and visited the etisalat business centre. It has been over 66 days without TV, internet and telephone. If this can’t be resolved, I request etisalat to advise us to go for other options.

From Mr Ashok Kumar

Abu Dhabi

The management of etisalat responds:

Kindly note that the customer’s issue was resolved.

(Process initiation: August 28. Response from organisation: September 2.)

Free for life

Recently, I got my Platinum credit card from First Gulf Bank (FGB). The sales representative was not truthful at all. He told me there would be no annual fees or maintenance fees on the card whatsoever, so I got the card and had it activated. Then I went through the welcome kit, but didn’t check it completely as they had tons and tons of literature. I was using this card properly and paying the minimum balances as well.

Now, after exactly one year, I got a statement in which Dh550 was charged as annual membership fee. When I called the sales representative, he said: “It’s okay, please tell the bank to reverse the amount.”

I called the customer complaint representative and lodged a complaint, only to find that they had put up certain ‘conditions’ and pressure tactics, such as the fact that I had to pay a minimum purchase of Dh2,000 within the next month or register for automatic payment for my utility bill and balance transfer. All this, just for Dh550 to be reversed. Can Gulf News help me out with the unnecessary fees that have been levied on me?

From Mr Arun Alex Elengical

Dubai

The management of First Gulf Bank responds:

We take all of our customers’ feedback into careful consideration and work hard to ensure that we consistently deliver the highest standards of service. The bank has been in contact with Mr Elengical and we have agreed to reverse the charges and make the credit card ‘free for life’. Mr Elengical will not receive any annual fees going forward and he is satisfied with the resolution.

Mr Elengical responds:

Thank you for the effort. I received an SMS and email confirmation that the charges have been reversed and the annual membership fee has been reversed. They have made my card ‘free for life’. Thanks for the sincere effort in raising this matter to the bank.

(Process initiation: August 31. Response from organisation: September 2. Reader response: September 2.)

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.