Man seated at desk talking on telephone Image Credit: Getty Images/Dorling Kindersley

Lost money

I am holding a salary account with Standard Chartered since the past 16 years. My workplace credits my salary to this account every month.

The bank usually sends an SMS saying that my salary has been credited to the account. After receiving the text message, I usually withdraw the money, but on this particular day, the bank did not send any SMS to my mobile number. I did not know that my workplace had credited my salary to the bank on December 12, 2013 at 6pm.

On the same evening, at 8.38pm, somebody withdrew Dh5,000 and then Dh3,400 from my salary account through another bank’s ATM in Dubai.

I received two text messages regarding this on my mobile phone. I was shocked to see the SMS, because I did not go to any ATM, neither did I withdraw any money. I called Standard Chartered’s customer service officer to block my debit card. He asked me to go to a branch and register an official complaint, so on December 14, 2013, I filed a dispute at the Mankhool branch.

They told me the bank would investigate the matter and that it would take 45 to 90 days. During this time, I kept calling the customer service department. They said the process is under investigation with Central Bank and that I should wait for a final answer.

So after waiting for 90 days, on March 12, 2014, I again registered a complaint with the bank. On March 14, Standard Chartered told me that Central Bank has closed the case and they say the transaction is valid.

The question is - how is the transaction valid when I did not use my debit card? It’s with me all the time and I never give it to anyone. I always go to Standard Chartered bank’s ATM, and never visit any other bank’s ATM. Why didn’t the bank check camera footage for that particular withdrawal?

How can I get my hard-earned money back? I don’t understand where to seek justice. Gulf News, please check on this matter for me, with the bank management.

The management of Standard Chartered Bank responds:

This matter is currently under investigation. As the issue involves a third party bank ATM dispute, the customer has been advised to file a police report to enable further investigation to take place. We are in touch with the concerned customer to assist with the process.

(Process initiation: March 24. Response from organisation: March 31. Reader confirmation: March 31.)

Not my fault

I was using an Al Shamil connection at home till one fine morning when someone gave a cancellation request for their account. Because of an etisalat employee’s mistake, they cancelled my account number! At the time, we were in the office and we didn’t make a cancellation request. So I went to the main office in Sharjah. They took down my compliant and admitted it was an employee error. I received a follow-up reference number and they said they would solve the issue within 24 hours. However, if we continue to call etisalat’s customer care and give the reference number, we are not getting a proper reply from the staff. Sometimes, they say that the account has already been cancelled and I would need to purchase a new connection by paying another Dh200.

Why should I suffer for a mistake that wasn’t mine? My wife and I work in the IT sector and we need the internet always to connect to our respective offices, but for the past week or so, we have been completely disconnected.

From Mr Anu Krishnan

Dubai

The management of etisalat responds:

Kindly note that the customer’s issue was solved.

(Process initiation: March 25. Response from organisation: March 27. Reader confirmation: March 27.)

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