While marketing conversion of Al Shamil to eLife they promised verbally over phone and advertised in their website that part of eLife package 20 minutes free international call will be there without specifying any time limit or validity period. It was presented that it is forever along with the eLife package.

From July 2013 onwards, etisalat has stopped offering this free 20 minutes international call without any notice or consent. I trusted them and without checking the bill amount used to pay the outstanding amount.

On February 15 when I was going through the January bill I noticed about this extra charge and enquired with them at 101. The call centre is helpless and reported that it is stopped since July and it has been intimated. I registered a complaint. First, it was not intimated. Second, how can they stop a promise in the package without reducing any equivalent amount?

I also noticed that etisalat has announced free landline calls across the UAE to any etisalat landline, but surprisingly they are charging “calls to telephone” regularly all these months since their free announcement in July 2013. I have not downloaded any movies on demand over this period. I had registered a complaint again.

On April 6, I enquired on the progress on the above, but there is no response. They registered another complaint.

There are also charges for “calls to special numbers” (in September 2013) which we do not know for what?

Please help in resolving this issue and bring this to the attention of etisalat higher-ups and reinstall the facilities or refund the amount.

From Mr Jayagopal Pallath

Abu Dhabi

The management of etisalat responds: Kindly note as per business policy free 20 minutes IDD benefit is not applicable from July 2013 onwards, and we already informed our customers about that through our website and we replied to Gulf News before for similar cases.

(Process initiation: May 5. Response from organisation: May 27.)

Unwelcome bank charges

I took Dh12,000 at 0 per cent interest cash advance from Emirates NBD in February with agreeing a 5 per cent processing fee for the total amount. I paid my monthly dues in time without any delays.

On April 1, I made a credit purchase of Dh700 through the card. A couple of days after that I called the bank’s customer care to know my credit limit and that time they told me that I have to pay the interest for the cash advance along with the credit purchase of Dh700. I agreed to pay the interest of Dh700 but not the cash advance as credit card company told me that I could pay it interest-free if I paid off the whole amount in six months and that is the reason why they charged me 5 per cent processing fee in the beginning.

Customer care representative was rude to me and said that I should pay the interest for Dh10,500 (cash advance outstanding till date) plus Dh700 (credit purchase), which is unfair. I told them that I can pay off this Dh700 but they said that they will not accept the payment till I make my cash advance (Dh10,500) to zero. I am ready to pay the interest for what I owe but not for I didn’t owe. Please help me.

From Mr Mittu Babu

Dubai

The management of Emirates NBD responds: We are pleased to inform you that our Group Customer Experience team has been in touch with Mr Mittu Babu and has resolved the matter to his satisfaction.

We wish to confirm that our Group Customer Experience team looked into Mr Babu’s concerns and assisted him with additional information relating to the interest calculation on the loan that is booked on his credit card. We also assured him that he will not be charged any interest on his balance transfer loan; however, interest is applicable on any cash or purchase transactions on his credit card.

Furthermore, we have offered Mr Babu our sincere apologies for any inconvenience caused, and have reiterated our commitment towards continuously improving our customer service and providing him with a superior service in his future transactions with Emirates NBD.

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

Mr Babu responds: Bank told me that they will not charge me double interest. It was made possible just because of Gulf News’ intervention. I sincerely thank Gulf News for helping me to sort out this issue.

(Process initiation: May 4. Response from organisation: May 12. Reader confirmation: June 12.)

Baggage mishandled

I am a frequent flyer with Emirates airlines.

On January 22, my wife and I had travelled to Cochin, India, and while in transit and when claiming the baggage, it was found that the bags were damaged and one item was missing (a wrist watch). All three bags were forced open and ruined, and were not in a position to be used again.

We found that the inner zips and pouches had been opened and the items had been searched through and left in a disorganised way. This was not part of the routine baggage screening by authorities. When we approached the local Emirates staff in Cochin in order to register our complaint, they were reluctant to register it and were trying to dismiss it as it could have happened by accident while moving on the conveyor belt.

Although I received replies from Emirates, I am not at all convinced with their reply and I would like them to give me a proper answer regarding my damaged baggage and the reason why it was forced open when it was screened properly, while we checked in before flying. Also, please note that this was done without our knowledge.

In our many years of travel, this has never happened.

Can Gulf News be of any help to me?

From Mr Arun Menon

Dubai

The management of Emirates airline responds:

Firstly, we clarify that we do respect Mr Menon’s portrayal of the facts, and assure him that we take note of every concern raised by our customers.

Having reviewed his initial correspondence and reports relating to this matter, we are satisfied that we have adequately explained our procedures and demonstrated empathy for his situation.

We have nothing further to add to what has been detailed previously, and trust that we can now draw this matter to a close. Thank you for allowing us to respond.

(Process initiation: June 17. Response from organisation: June 22. Process completion: July 1.)

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