Delay in money transfer

I currently hold two accounts with etisalat — eLife and Wasel. I made an Interactive Voice Response (IVR) payment of Dh1,700 for my eLife account, however, it got posted to my Wasel. I requested etisalat to transfer this amount from my Wasel to eLife but there was no action. It has been almost four weeks since I complained and every time I call, they are saying this complaint is still pending and they do not know when it will be resolved. I request Gulf News to help me in resolving the same.

From Ms Asma Ahmadi

Dubai

 

The management of etisalat responds:

Kindly note that the customer’s issue was that she added Dh1,700 to her Wasel by mistake and we returned the amount to her eLife as she requested, on December 1, 2014. She can check it through 101 or through her bill for eLife.

 

Ms Ahmadi responds:

I have checked my ebill for December and thankfully the amount of Dh1,700 has been credited to my eLife account from my Wasel. Although it took over three months, the issue has finally been resolved.

 

(Process initiation: October 16. Response from organisation: January 5. Reader confirmation: January 6.)

Travel issue

I have an issue that I would like to request Gulf News’ help to resolve. It seems to me that Air Arabia has tremendous issues with their baggage handling systems. I travelled to Bangladesh on August 8, 2014 for an emergency vacation and after reaching there, they found that one of my bags was missing.

The ground staff in Chittagong informed me that the baggage was not loaded onto the flight in Sharjah and that they were not aware of its whereabouts. I filed a complaint with the Air Arabia office at the Chittagong airport at the time of the incident. I went back to the airport again on August 10, as advised by them, yet the bag did not arrive.

I called Air Arabia in Sharjah and Air Arabia’s manager in Chittagong, but I’m still not sure where my bag is.

From Mr Mohammad Rased

Abu Dhabi

 

The management of Air Arabia responds:

Our customer relations team contacted Mr. Rased and the case is now closed.

 

(Process initiation: February 18. Response from organisation: February 25. Process completion: March 4.)

 

Closing credit card

I would like to share abad experience I had with First Gulf Bank (FGB). I received a credit card in 2012 from them and the salesperson told me that it was free for life. I have paid the due amount every month on time. When I lost my job at the end of 2013, I called their customer care number and informed them about it. They blocked my card. I went to their collections department to discuss everything and they asked me to pay the full amount.

I paid the full amount by mid-2014. I called their customer service number and they said I had to pay Dh500 extra as annual fee. I said I didn’t use the card for more than a year and so I would not be paying this amount. They then said they would take up the request and would call me back to confirm.

I have been following up with them for the past six months and haven’t got any feedback. My latest statement states that I need to pay Dh1,605.

From Mr Shanish Kodapurath

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 Kodapurath, and the matter has been resolved to his satisfaction.

 

Mr Kodapurath responds:

Thanks Gulf News, for helping me to resolve this in a limited time. FGB has contacted me and cancelled some charges and I paid Dh800.

 

(Process initiation: January 13. Response from organisation: January 15. Reader confirmation: February 3.)

 

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.