Settling dues
I have cancelled my postpaid due to end contract of my plan from etisalat last February 2014 and settled the final due as informed by their customer relation in Dubai Mall, and I reconfirmed that this would be the final settlement and told me “Yes”; no other charges because the customer relation updated my usage for final settlement and closing my account for cancelling the line. But sadly, after a few months I have found out on my email that I still have to settle around Dh163 for the remaining usage unbilled. I called 101 and informed them about the issue and told me that I have an outstanding, and I argued about it. And the call centre told me that someone will call me but unfortunately no one called. Then I received this month’s bill with additional Dh60 for non payment of the outstanding. Hoping you can help me with my issue since etisalat doesn’t bother about it.
From Mr Earl Montano
Dubai
The management of etisalat responds: Customer is claiming that he cleared all the dues in the month of February 2014. But still he’s got some dues pending and needs the clarification. A charge of Dh60 was debited wrongly for the customer. Hence we have adjusted this amount and the rest amount was pending for the month of February. Customer cleared his dues on February 25, wherein he cannot get the full charges for the current month of February. Later on he got the invoice for February and there were few charges left. Customer was claiming that he was asked by the agent from the outlet to pay this much amount, which was wrong information. An action will be taken against the agent. We have explained and apologised to the customer.
Mr Montano responds: I have talked to an etisalat employee and I hope everything will be rectified accordingly. Thank you Gulf News for this kind of service; No one will take effort if I didn’t make time to email Gulf News.
(Process initiation: November 11. Response from organisation: November 13. Reader confirmation: November 17.)
It’s bad to give and take it back
Recently I got easy cash payment [scheme] from Emirates NBD, which is free of charge and without any interest from my Emirates NBD MasterCard. As per agreement, they gave me Dh43,200 and I have to pay monthly Dh7,200 for 6 months. Then I deposited my first instalment on November 29, 2014, before the due date on December 1.
I am surprised when I received an SMS that Dh36,000 has been removed from my account for the same easy cash loan. Immediately I called the bank’s representative and he told me he will fix the problem within 24 hours. But to date, this issue is not yet fixed.
Can you please bring this case to the management of Emirates NBD to resolve it? I would appreciate your help.
From Ms Chitra Karki
Dubai
The management of Emirates NBD responds: We are pleased to inform you that our Group Customer Experience team has been in touch with Ms Chitra Karki and resolved the matter to her satisfaction.
Ms Karki had applied for the “dial a cheque” facility with 0 per cent interest and 0 per cent processing fee for six months. However, the direct debit facility, which was activated on her credit card was 100 per cent, due to which the total outstanding was debited from customer’s account.
We would like to confirm that the amount has been credited back to the customer’s account on December 30, 2014 and to avoid any similar issues in the future, the direct debit facility has been reduced to 5 per cent as per the customer’s request.
We would like to thank you for your continuous support in offering us the opportunity to further assist our valued customers.
Ms Karki responds: Thank you Gulf News for your support. Now I got back the money in my account. It’s all possible because of Gulf News’ assistance. I also got good help from Emirates NBD customer support team.
(Process initiation: December 29. Response from organisation: January 4. Reader confirmation: January 5.)
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.
