Readers' issues resolved

False promise

I am a holder of credit cards from Mashreq — Mastercard and etisalat Visa. Mashreq credit card division had a promotion called ‘Gift Campaign' between February 1 and July 31. I sent an SMS message with the words "Gift 4000" to 4250 to participate in one of their promotional offers. It was for a camcorder that required a target of Dh24,000 [in points on my credit card] within the said period.

I achieved the target and have been regularly enquiring for the proposed offer of the camcorder through the customer service. But, eventually I was denied the camcorder.

I registered a complaint again through customer service and was told that it would be sorted out.

The complaint section called me and conveyed that they cannot give me the promised camcorder since they did not receive my message. I was surprised and shocked to hear this.

After following up and continuous participation, I crossed the purchase [target] of more than Dh35,000 with my two [credit] cards. It is disgusting. I would like you [Gulf News] to take up this issue and I hope I get justice.
From Mr Sathyanarayanan Nambiar
Dubai

The management of Mashreq responds:

We confirm that we have launched a promotion ‘Gift Campaign' from February 1 to July 31, 2010, where customers can receive prizes of the campaign after they meet all terms and conditions. Campaign information was communicated to customers through various channels.

In Mr Nambiar's case, we received an SMS text from him to participate in the campaign. However [it was] not in the required format. Hence, he was not eligible for the prize.

As we value Mr Nambiar's relationship with us, we would like to confirm that we have reached a resolution that he is satisfied with. Mr Nambiar was very pleased.

Mr Nambiar responds:

A Mashreq representative [called] me and assured that she will look into this matter and it was a positive reply. I am following up with this matter and will be updating you [Gulf News] as soon I receive the feedback.

Mashreq responds:

We are pleased to confirm that we have resolved the matter with Mr Nambiar on November 21 and received a confirmation from him that he has received the letter on November 22.

He was extremely satisfied with the steps taken to address his concern.

Mr Nambiar responds:

This is to inform you that I received a letter from Mashreq Customer Service to collect the camcorder as per the Mashreq Credit Cards Gift Promotion during the period of February 1, 2010 to July 31, 2010 for achieving the target set by them.

I take this opportunity to thank Gulf News as well as Mashreq for attending to this issue and solving it in a positive way.

Number unchanged

I have been a subscriber of du for almost seven years. I requested them to change my landline number on July 13, 2010 and was informed that the change would take place within 48 hours.

Since then I have called the customer support desk [and they] continue to promise to take action and escalate the complaint, but to no avail. I have spoken with several people at the support desk and all they have communicated is that they are sorry and that it would definitely be rectified within 48 hours.

On July 26, I spoke with a representative and she said that due to a glitch in the system no action was taken on my request. However, she promised it would be rectified within 48 hours. On July 29, I called and the same representative answered [the call] and again apologised and said it would be resolved within 48 hours.

I was angry and requested to speak to a supervisor. She reluctantly transferred me and the supervisor [gave me a new number] as soon as he came on the line.

I was confused — a minute ago, the support desk staff said it would take 48 hours. However, I trusted [this answer] and disconnected the line to check if it was true. But, it was not.

The message I got when I dialled the number was that it is not in use. I called the support desk again and this time [a different representative] answered and assured me that it had been rectified and within a maximum period of 48 hours the number would be active.

I asked him how I would know the number was activated, and his response was to keep calling [the number] with my mobile. I was so frustrated with the response that I insisted the technical team to inform me when the issue was resolved.

It has been many weeks since I made the initial request and till date nothing has been resolved.
From Mr Manesh Peiris
Dubai

The management of du responds:

In response to Mr Manesh Peiris' query over his new du landline number, we would like to confirm that the requested number has been activated.

Following extensive investigation into the matter, du has collaborated closely with the customer, who has confirmed that the new number is working and that no further problems have been experienced.

We regret any inconvenience caused and would like to thank Mr Peiris for drawing this matter to our attention.

Mr Peiris responds:

Thank you for your efforts. I believe since Gulf News got involved and followed up on the case the given number was activated and the matter in question was resolved.