Consumer issues raised with banks

Out of touch

Dubai First Customer Service contact number (506 88 88) is a sham. On February 12, I called at around 10pm. I hung up after holding for 10 minutes and 11 seconds. The second time, I hung up after 6 minutes and 9 seconds.

You just get to listen to a recorded message saying “Our customer service representatives are attending to other customers. Customer service is important to us,” or some such meaningless messages, when the ground reality is Dubai First does not seem to care at all for customer service.

A year ago, I was made to take the Skyy Miles card on a verbal assurance that when the annual fees is charged, I can request for a waiver if I use the card extensively. Since then, my wife and I were primarily using the Dubai First card.

On January 19, 2014, I spoke to its representative. He said the waiver is not possible - this was a noncompliance of the verbal assurance earlier. However, he said I could make use of the Skyy Miles points (17,500 points) and that the annual membership fees (Dh750) would be credited within five business days. A few days later, I spoke with another customer service representative who said they had forwarded the request on January 19, but it’s another department that was the cause of the delay. Finally, I spoke to another agentwho said she would forward my feedback.

The fact of the matter is Dubai First is specialising in reneging on its promises. I request Gulf News to bring this matter to the attention of the general public so that they are aware of the practices of Dubai First.

From Mr Mohammad Siddique

Dubai

Mr Siddique updates:

I would like to add that my issue has been resolved amicably with Dubai First.

The management of Dubai First responds:

Dubai First is committed to high levels of customer service. Reversal of Annual Membership Fee, based on card usage or against a redemption of Skyy Miles, is not a regular service Dubai First offers. Such requests may be approved on exception basis and after careful consideration.

We’d like to confirm that the redemption of the customer’s Skyy Miles against the Annual Membership Fee was already reflected in customer’s account prior to him making the media complaint and Gulf News’ intervention in this case.

Being transparent

I had a similar experience with Mashreq wherein the customer service agent never disclosed anything about the charges applicable (“Consumer’s concern raised with bank”, Gulf News, February 12). Whenever a bank agent calls and explains an offer, I would ask him or her to send an email confirming all the conditions/offers explained through the phone. The agent would then refuse by giving reasons that this is an introductory offer for a short period of time or he/she would not have an email address from which to send the information or they have no right to send an email and so on and so forth.

Moreover, most of these agents are outsourced and they are only with a particular bank for a certain period of time.

Faced with this, I had no option but to cancel my card.

A lot of information is being passed on to the customers, which the bank is also aware of, but the bank is just washing its hands off this issue.

I suggest that agents should be trained thoroughly to ensure that they are more transparent and straightforward in dealing with customers, rather than giving wrong information by way of meeting their targets.

The bank will always confirm that their salespeople have explained everything to the customer. Customers do not normally read all the credit card application papers given by the bank due to lack of time or whatever the reasons may be. They get all the information provided by the agent and trust the bank’s agent.

In case of banks, they have their legal people/system whereas the common man, due to his fear of the legal system, will pay off the annual fees to get out of trouble.

Thank you Gulf News for your intervention in these matters and in protecting the interest of customers. Keep it up.

From Mr B. Vinod Kumar

Dubai

The management of Mashreq responds:

Our investigation revealed that Mr Kumar was correctly informed of all the charges pertaining to the credit card, with only the first year being free. The recorded calls clearly mention our agent sharing the same with our customer and he agreed to these terms. We have communicated with Mr Kumar to inform him of our investigation and he agreed to the same. Thank you for seeking clarification.

Mr Kumar responds:

I am not at all satisfied with their response as they are mixing up the entire issue and giving false information.

The management of Mashreq responds:

Once again, we confirm the correct information was shared with Mr Kumar and a recorded conversation indicates that he agreed to the charges of the card. Thank you for seeking clarification.

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