Readers’ issues addressed

Credit card payment
On January 21, I made my credit card payment using the ATM at National Bank of Abu Dhabi’s (NBAD) Dubai Mall branch.
I made two payments, one of Dh1,000 and the other Dh3,600. While the first went through, the latter was never credited to my account, even though I had received the receipts for both payments. A week later, I noticed the amount had still not been deposited in my account so I called the NBAD call centre and they suggested I visit a branch.
On January 29, I visited the Mirdif City Centre branch and explained my situation. The representative suggested I write a complaint and attach the receipts as proof and he assured me that the amount would be credited to my account in one to two days.
Another week passed, and still nothing had happened so I called the call centre and a representative said he would look into the matter and get back to me within two days. As always, more days passed, but nothing happened. So I lodged a complaint with the call centre and later received a call from an NBAD representative who suggested that I should have filled out an ATM dispute form instead, but also agreed that it was the fault of the branch and call centre representative who had not advised me to do so.
Anyhow, she said she would deal with the matter and I faxed her proof to which after two days, she confirmed the matter was resolved and that the money would be credited to my account within a day.
Over ten days passed but nothing happened and I informed her again, but she never got back to me.
After lodging another complaint, a representative called me and said that there was some technical error and that a timeframe could not be given as to when it would be resolved. Therefore, I requested she send me an email confirming the same, as I did not want to have a finance charge inflicted on me or to have to explain myself again later on in case the matter was not resolved. However, even after she confirmed, I still did not received an email and called back many times, but again there was no answer.
What frustrates me is the fact that I have done so much running around after my own money. At least some courtesy should be offered and they should act upon what they say — if it was a problem, an email should have been sent, which I had requested. It was only after I complained again and again that I got an update. The bank should have the courtesy to update me. I kindly request Gulf News assist me in closing this matter.
From Mr Mohammad Munir Al Deen
Sharjah

The management of National Bank of Abu Dhabi responds:
Please note that matter has been sorted out and customer notified.

Mr Munir Al Deen responds:
No wonder I received a call and email from them closing this matter. It was quite unfortunate that it was only after contacting Gulf News that this matter was resolved swiftly and that someone took the time to update me.

Cash, not credit
Being an etisalat customer for a long time is making me feel like I have chosen the wrong telecom provider. Just to make it simple I had roaming services with etisalat and made a deposit of Dh2,000 as a security deposit. Back in September, 2011 I cancelled my roaming services and made an application for a cash refund at the etisalat Jebel Ali branch.
I then made countless visits to their branch to collect the money and they always had the same excuse that the money from their head office has not been transferred to them and their cashier does not have the amount to pay me. This was hard to digest, even though I kept visiting, hoping the matter would be settled. I even learned that there were 40 applications which were not settled because etisalat refunds security deposits for company mobile numbers only.
Now, I have learned that they have credited my mobile with the amount and are deducting my service charges of Dh20 per month for post paid services.
I have diverted my mobile number to my company mobile and stopped using this number. I want to know from etisalat, is this what you call service? Was I not settling my bills on time? Lastly, when will you refund my security deposit? I do not want you to credit my mobile. I want what you have promised, to pay back my deposit amount.
From Mr Mohammad Akil
Dubai

Mr Akil updates:
Etisalat has finally settled the amount.

Editor’s note: If you have similar complaints and wish to raise them with the newspaper, email us at readers@gulfnews.com