Broke for a month
I do not know how I could get in touch with RAKBANK, as they have not responded to my queries three consecutive times. I lodged a complaint on February 2, 2015, regarding the money they took from my account after already deducting the loan amount. They took the remaining money left in my account and promised that someone would call me after two days. Unfortunately, nobody called. Then, I called them again and the representative kept me waiting for more than 22 minutes on the phone — nobody called me back.
On February 5, I called them again and the agent told me the supervisor would call me the next day, but I did not receive any feedback from the bank. This is frustrating because I wanted to know why they took all my money from my account. I also asked them to return the amount, since I had no money to spend until the end of the month. I do not know the reason behind all of this.
From Ms Maria Lourdes Evangelista
Abu Dhabi
Ms Evangelista updates:
Thank you Gulf News for assisting me in resolving my issues with RAKBANK. They have reversed the remaining money to my account. The newspaper’s urgent action is highly appreciated. Thank you for addressing it to them — they have responded quickly.
Mr Ian Hodges, Head of Retail Banking, RAKBANK, responds:
The concerns raised by Ms Evangelista have been investigated and we truly regret the inconvenience and displeasure experienced by the customer.
Since receipt of the complaint, we have contacted Ms Evangelista and clarified the reason for the hold being placed on her account. Further, she has also been advised that the funds held in the account had been released to her on February 9, 2015.
Once again, we would like to sincerely apologise for the inconvenience caused to Ms Evangelista.
(Process initiation: February 9. Reader updates: February 9. Response from organisation: February 10.)
Data complications
I am a du post-paid customer and I am currently using a Smart Plan of 300 flexi minutes and a 1GB data plan, monthly. My billing cycle starts on the 17th of every month and, as usual, I got my data plan and flexi minutes on January 17, 2015. Since it was a weekend and I was at home, I remained on my home WiFi and didn’t even switch to my data plan until January 18 around 6am, the time I started my journey to work.
However, it came to my attention on January 18 that my whole monthly data plan and package of 1GB had been consumed within a few minutes, the moment I switched to mobile data after spending the weekend on my home WiFi.
I immediately contacted the du help line, but they said that their system shows that the data has been consumed and they cannot help me further with this. They advised me to write an email to their customer care, so I immediately did. In the evening, I got a call from du, however the person on the phone was repeating the same thing: the data plan had been consumed and they cannot help me with this matter, even though I told him to check my previous usage history going back six months. Instead, he sent me a data usage report, which is not of any interest to me, as I haven’t even consumed a single byte on the data plan as all my application updates and downloads are on the “WiFi only” setting.
I would be grateful if Gulf News could raise this issue with du and help resolve this issue, as well as help me get my data package back, which I am paying to du every month without any delay.
From Mr Abbas Peti Wala
Dubai
A spokesperson from Du responds:
With reference to the query of Mr Abbas Peti Wala, our team investigated the matter and found the charges to be valid. We have shared the usage report with him and explained the details to him.
Mr Abbas Peti Wala responds:
Although du did not admit their mistake or compensate a regular and loyal customer, I appreciate the support of Gulf News. Thank you.
(Process initiation: February 18. Response from organisation: February 24. Reader confirmation: March 1.)
Extra loan payment
I had a personal loan from Doha Bank since 2007 and, as per the agreed contract, my last instalment was in November 2014, which I had already paid off. When I approached the bank for the clearance letter, the staff verbally informed me that I needed to pay Dh20,000 additionally, because the bank has increased its interest rates due to the recession. I have sent many emails and written requests to waive off this extra amount, but no response has been received. Now the bank’s collections department is calling and threatening me by forwarding my file to the legal department. I humbly request Gulf News to help me solve this issue in an amicable way.
From Mr Binish Thandayamparambath
Dubai
Mr Thandayamparambath updates:
With regards to my personal loan, I would like to inform Gulf News that I have received a telephone call from Doha Bank and they are ready to close my loan if I pay half of the amount, which is Dh10,000 instead of Dh20,000. I appreciate Gulf News’ favourable reply in order to finalise this issue. Once again, thank you for the help and support.
Editor’s note: We have forwarded the issue to Doha Bank. However, its management failed to respond.
(Process initiation: February 17. Reader confirmation: March 4.)
High claims
I filled petrol from a petrol station in Shawamek on August 13, 2014 for Dh57.02 by using my First Gulf Bank (FGB) credit card. Later, I came to know the amount was debited from my card two times.
I contacted the petrol station supervisor, and was told the amount would revert to my card after two days. It has still not happened. Instead, the petrol station claimed the amount twice. Again, I contacted the supervisor and was directed to contact my bank. I made a number of calls to FGB about this issue but the matter is still not resolved.
From Mr Yehiya Veetilakath
Abu Dhabi
The management of FGB responds:
FGB is grateful for all customer feedback to which we give careful consideration as we strive to consistently deliver the highest standards of service. FGB has been in contact with Mr Veetilakath, and the matter has been resolved to the customer’s satisfaction.
(Process initiation: November 15, 2014. Response from organisation: December 14. Process completion: December 25.)
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.
