Consumer issues resolved by organisations

Where’s my money?

I am struggling with an issue with Mashreq bank which they refuse to solve.
On July 22, 2011, I received a call from the bank telling me my credit card had been used for a fraudulent online transaction. The card was immediately blocked and replaced after five days. However, the transaction of $921.50 (Dh 3,384.85) still appeared on my credit card statement.

At the bank’s request I filled out a dispute form, in response to which Mashreq wrote that it can take up to 120 days before the transaction can be reversed. My issue here is that first Mashreq points out a fraudulent transaction, blocks my card, and then still expects me to pay?

Surely the bank would place the transaction on hold and not pay out to the merchant. So, effectively Mashreq is enjoying a free loan for up to 120 days at my expense.
Mashreq has me cornered because if I do not advance the $921.50 it will charge me both purchase interest and late payment fees. So whichever way, the bank financially benefits from a fraudulent transaction.

Despite several emails and conversations, Mashreq refuses to immediately reverse the transaction, hiding behind policies. Their ‘we’re sorry’ does not mean anything because after all it is the bank itself that makes its policies, that in this case completely lack all rationale.

So the bank always wins, either through high interest, late payment penalties, or by just sitting on my money for the next four months.

This cannot be right and I ask Gulf News to look into the matter because, as we all know, banks tend to act a whole lot more reasonable if exposure is given to their unreasonableness.

From Mr Michiel Schroeder
Dubai

The management of Mashreq responds:

Thank you for sharing Mr Michiel Schroeder’s complaint with us.

Our investigation revealed that an online transaction was made on Mr Schroeder’s credit card for $921.50 and as a normal procedure we have contacted the customer to verify if it was authorised by him. Since the transaction was not authorised by Mr Schroeder, we have taken necessary measures to block the card in a timely manner and contacted the concerned merchant.

While our investigation continues regarding the disputed amount, we have shared a resolution with Mr Schroeder. Thank you for seeking clarification.

Mr Schroeder responds:

Although Mashreq has now provisionally reversed the fraudulent transaction, whilst they are investigating, I maintain that their standard policy to take up to four months for these investigations is unnecessarily and unacceptably long.

Had I not involved Gulf News I would still be waiting because I tried to solve this issue myself for a month. Thanks to Gulf News, the bank responded within 48 hours with a reasonable solution.

Card cancellation

I have a credit card from Union National Bank, which is valid until July 2011. I requested the cancellation of the credit card well in advance of the next subscription year.

The card has been charged with annual fee of Dh250 ahead of the next subscription year. The card is valid, without any annual fees, until the end of July 2011, but the annual fee was charged in June 2011 with the due date of July 16, 2011.

To avoid the bank’s argument of late payment, I paid the fees on July 17, 2011. The response from the bank in Al Arooba branch, Sharjah, to clarify the charges has not been good.

From Mr Gireesh Hegde
Sharjah

Editor’s note: The complaint was forwarded to Union National Bank for comments. However, despite repeated reminders, it did not respond.

Mr Hegde updates:

I got a call from the bank asking me to collect the refund. And I have collected the cheque for the same. Thanks for the follow up by Gulf News.

Maintenance fee

It was in 2009 that I thought to apply for a loan from ADCB.

I approached the agent and he told me to open an account first before applying for a loan. He processed my application and then the opened an account for me.
Later I changed my mind and decided not to take a loan because of a fear of many charges. So I did not call their hotline to activate said account. A month ago, I received a bill stating that I have a charge of Dh200 but it mentioned that it was on hold.
The following month the billing stated zero or that I had nothing to pay, not a single amount. Last week, after more than two years, I found out that I needed to pay more than Dh1,800 in my account. They explained that I did not maintain Dh3,000 monthly and that’s why they charged me Dh25 per month, plus interest.

I called their hotline and was told I needed to pay at least 50 per cent which is Dh900 plus. I told him that I could not pay that amount, so he reduced it to 25 per cent or Dh460 and told me that I needed to pay for two days otherwise it would increase soon.

Aside from this, they required me to show my passport to activate my account.

I write to Gulf News because I think it is unfair for their clients to be charged like this.
Why did they not inform me as soon as there were charges? Why did it take more than two years before they notified their client?

And why in the billing statement does it show zero and now they have surprised their client? I think something is wrong.

From Mr Ronald Javier
Sharjah

The management of  ADCB responds:

At the outset, please be advised that our customers are important to us and to enable problem solving for them, we have devoted a Service Quality Unit that handles all customers’ issues and complaints.

Our customers are free to contact us on the toll free number at 800 2030; or call collect +97126210090 from outside UAE; or they can visit our website (www.adcb.com) from where they will be able to log their complaints, commendation or suggestions.
Please advise your readers/complainants to contact us through these available channels. Please be advised that the issue has been investigated and resolved.
The customer has been contacted and informed of our feedback.

Mr Javier responds:

Thanks ADCB for resolving this matter, at last my account was closed without any cents to pay. Of course I appreciate Gulf News’ intervention.

Upgrade to e-Life

I made the mistake of agreeing to upgrade and migrate my existing landline and Al Shamil internet service to e-Life with etisalat.

I was promised by an etisalat salesperson that the upgrade would retain and improve my existing services and that I would keep my existing phone number.

The technician arrived and installed a second phone line next to my existing phone under a new number. He left my original phone installed.

When I realised he had done this, I immediately phoned etisalat and asked them to correct the error while the technician was present. They refused to change the instructions as it “was the sales department’s fault and we are not responsible”.
After five phone calls and two emails I have been instructed that I must waste my time and Dh100 to rectify etisalat’s error.

From Ms Patricia Hleihel
Dubai

The management of  etisalat responds:

Kindly note that the case has been closed and we have confirmed this with the customer.

Ms Hleihel responds:

Please note that due to Gulf News’ involvement, etisalat finally phoned me.
I was informed that they have reversed their charge of Dh180.70.