Deposited but not counted

Deposited but not counted

I had deposited Dh1,000 (a single note) in a cash deposit machine located inside Ajman Traffic Department on November 11, 2014, at around 12.05pm with a Blue Al Haslah e-Dirham card. But, the machine gave me an error message, stating ‘invalid currency’. When I saw the message, I pressed the ‘cancel’ button, but the machine did not return Dh1,000, nor was it credited to my card. Immediately, I brought the issue to the notice of National Bank of Abu Dhabi (NBAD) by lodging a complaint with their call centre and they gave me a complaint number.

After regular follow-up calls for nearly one month, they informed me that they did not find an excess amount in the machine. I requested them to check the CCTV cameras, since the machine has got cameras.

Finally, after continuous follow ups from my end, on December 29, someone from the complaints department of NBAD confirmed to me that they had checked the CCTV cameras and found in the video footage that I had indeed deposited Dh1,000 (a single note) and also confirmed that they saw me lodging a complaint by standing in front of the same cash deposit machine. When I asked when I could expect my money back, the representative assured me that it would be credited to my card within 2 to 3 working days.

But to my dismay, even after two months, they have not credited it back to my card. I spoke to the representative about three or four times, regarding my money and why it had not been credited. Every time, he told me that he had sent a reminder to the concerned department to do so.

After continuous follow ups with the call centre to pay back my money, another representative from NBAD called me on March 4, 2015 to inform me that since they did not find excess money in the machine, they would be unable to credit my card. Further, she told me that they could not see me depositing Dh1,000 in the CCTV video. Please note that this was after another representative had confirmed they had seen me doing so.

I honestly assure Gulf News that I have deposited Dh1,000 in the machine. Kindly help me to get back my money.

From Mr Baba Zia Al Deen

Ajman

The management of National Bank of Abu Dhabi responds:

Thank you for your constant cooperation and communication with us in the endeavour to best serve our customers and resolve their issues. We investigated Mr Zia Al Deen’s complaint and are pleased to inform Gulf News that we have contacted Mr Zia Al Deen and have resolved the matter to his satisfaction.

We would like to take this opportunity to thank Gulf News and the customer for providing us with feedback and regret the inconvenience caused.

Mr Zia Al Deen responds:

Thank you Gulf News, for the support and intervention in my issue with NBAD. The bank has credited Dh1,000 to my e-Dirham card. I would like to thank NBAD as well.

(Process initiation: March 20. Response from organisation: March 23. Reader confirmation: March 26.)

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.