My issue has not been resolved for more than two months. I did two online transactions of Dh299 each on July 14, 2016 at 6.43pm and 6.46pm on the etisalat website to pay etisalat bills for both my friend and for myself using my Emirates NBD Master Titanium credit card.

In the first transaction after I followed all necessary steps for the billing payment of my friend, there was error after clicking on the final confirmation. I received a message from my bank stating that I made a purchase of Dh299 at etisalat Eshop-ATG, Abu Dhabi. When I checked the etisalat online account, it was still showing a balance of Dh299.

I logged complaints with etisalat and all my complaints were closed for different reasons without resolving my issue, and it was suggested that I contact my bank.

I logged complaints with Emirates NBD, but still there is no resolution.

Frankly speaking, it’s not about the money, but if there are these kinds of issues, we might need to think twice before making online payments.

From Mr Khalid Amin

Abu Dhabi

The management of Emirates NBD responds:

We are pleased to inform you that our Group Customer Experience team contacted Mr. Khalid Amin and provided him with the necessary clarifications.

We have investigated Mr Amin’s query and would like to clarify that as per the bank’s policy, the dispute request can take up to 90 days. However, as a service gesture for the customer’s relationship with Emirates NBD and on an exceptional basis, the disputed amount will be refunded temporarily to his credit card while the investigation is still ongoing.

Furthermore, once the dispute investigation has been finalised, the bank will inform the customer and will adjust the temporary credit according to the outcome.

We would like to reiterate our commitment to providing superior service to our customers and thank you for your continuous support in providing us with the opportunity to resolve their issues.

Mr Amin responds:

I would like to thank Gulf News for helping me with my complaint. I can confirm that the disputed amount has been temporarily refunded to my credit card, and I hope that Emirates NBD resolves my issue permanently.

The management of Etisalat responds:

Mr Amin has been contacted and informed that the payment has been applied to his friend’s account. The customer mentioned that as long as the issue is resolved, he is satisfied.

Mr Amin responds:

I would like to thanks Gulf News once again as the issue is resolved by etisalat. I got a call from etisalat and they confirmed that Dh299 has been credited to my friend’s account. I checked my friend’s account and Dh299 is credited by etisalat.

(Process initiation: October 23. Response from organisation: October 27. Process completion: October 31).

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