Complaints resolved with companies

Membership fees

A year ago, a salesperson from Emirates Islamic Bank offered me a Visa Nol Emirates Islamic Credit card. I wasn’t willing to use this card as the limit offered was not enough to meet my requirements. I decided not to use it and didn’t activate it.

Then, it was brought to my notice that there was an outstanding amount for annual membership fees, plus late payment fee against my Emirates Islamic card, which I never used nor activated. I was shocked with the charges that the bank slapped on me.

I tried to contact the call centre executive to raise this issue, but they said I had to pay this amount even though I didn’t activate the card. They were not bothered at all and simply compelled me to pay the money. They would also only lodge a complaint and request for reversal of the annual membership fee after I pay the said amount. However, I would have to pay the late fine and there was no reversal for it. I told them repeatedly that I didn’t even use the credit card and it was not activated.

Since they didn’t listen, I paid the annual membership fees in the first week of November, 2014, to avoid any legal issues and then requested for waiving the late fine fees along with reversal of annual membership fees.

From Mr Dhiraj Sinha

Dubai

The management of Emirates Islamic Bank responded:

Thank you for bringing Mr Sinha’s concerns to our attention. Please note that Mr Sinha had applied for an auto loan with the bank in June 2013. With this product, the bank issues a complimentary credit card for the first year. The customer received the card and while he did not use it, he did not put in a request to cancel it. The annual membership fee was billed to the customer a year from issuance, which was not paid by him. Accordingly, the card started accumulating late payment fees, resulting in the total outstanding amount that the customer was being requested to pay. Since Mr Sinha had not activated the card and he did not wish to keep it, we have reversed the annual membership fee along with the associated late payment fees and closed the card. A request had been put through on November 16, 2014 to refund the annual membership fee and the customer should receive it shortly. We have informed him of the same. We would like to take this opportunity to reiterate that Emirates Islamic is committed to providing the highest-level of customer service to our loyal clientele.

Mr Sinha responded:

I am very happy with the kind of support Gulf News has extended in this case. I acknowledge that the bank has promised to return the annual fees.

(Process initiation: November 12. Response from organisation: November 20. Reader confirmation: November 24)

Delay to activate card

I have received a du prepaid sim card through du’s online store on September 27. However, till date [October 16] in spite of several reminders and follow-ups, it has not been activated. After investigating, I came to know they gave me a number, which was already allotted to someone else. None of their staff members tried to help in this regard. On visiting du’s office, they asked me to drop an email, and I did, but received no response. On calling customer care, I found they didn’t have any such records.

From Mr Mohammad Mousadique Shaikh

Abu Dhabi

A spokesperson from du responds:

In response to Mr Shaikh’s query, we are glad to confirm that we have resolved the matter. His sim card is now active. We regret the inconvenience.

Mr Shaikh responds:

Many thanks Gulf News for all the support and help in getting the issue resolved. They finally activated my sim card after a month from the date of purchase. Once again, I appreciate your cooperation and help.

(Process initiation: October 23. Response from organisation: October 30. Reader confirmation: October 30.)

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.