Readers’ grievances resolved with firms
One customer says there was an inordinate delay in getting cash transferred from her credit card, while another complains he was billed wrongly
Funds transfer
M ay I request kind assistance to help with my case in Dubai Islamic Bank (DIB)? On June 26, I requested a cash transfer from my credit card. The transaction was done and they deducted Dh3,090 from my credit card. As per the agent, it took two to three hours to process the transfer. However, I didn’t receive any money till June 28, though it already reflected on my credit card. I followed up to chase the money. The only reason they gave me was ‘service transfer error’. I will not pay Dh3,090, because I did not receive the money. From Ms Geraldine Guillen Dubai
The management of DIB responds:
DIB would like to confirm that our customer service team has been in touch with Ms Guillen about her complaint. We have made the necessary adjustments to her account and she has been credited the cash transfer requested. As a result, we are pleased to say that the matter has been resolved to her satisfaction, and we look forward to helping Ms Guillen in any other way that we can.
Ms Guillen responds:
Thank you for your help. DIB already settled my complaint.
(Process initiation: July 4. Response from organisation: July 21. Reader confirmation: July 21.)
Wrong demand
I had purchased a BlackBerry Q10 device from an electronics store on February 20, 2011. Along with it was a postpaid mobile connection from du. I told them that I already had a number, however I was advised that if I did not want it, I need not activate the Sim card. Based on this premise, I signed the contract and took the Sim card.
However, since I was already provided a mobile number by my employer, I did not even open the envelope and threw it away after six months.
In March 2012, after 12 months, I received a call from du asking for a payment of about Dh600. I explained to the representative at du that I had not used the number at all and I had not received any bill. After discussion, I was verbally advised by a du staff member that there was no need to pay and the matter had been settled.
Last week, once again, I received a call from a collection agency, asking me to pay my dues immediately, failing which, du would initiate legal action. I was shocked to hear this, since back in 2012, I was told the matter was settled.
I would appreciate if Gulf News could escalate this:
1. Why is the company approaching me now, after a gap of four years?
2. I never said that I won’t pay. My request to du was always based on the fact that I had not used the services and had never received any bills.
3. While I had provided them my contact details (email), I did not receive any bills.
4. As is the practice, the service should have been disconnected immediately. From Mr Imran Hashmi Abu Dhabi
The management of du responds:
In response to Mr Hashmi’s query, our billing team investigated the matter and reached an amicable solution that was communicated to the customer.
Mr Hashmi responds:
Many thanks, Gulf News. I have received a clearance letter from du.
(Process initiation: April 13. Response from organisation: April 19. Response from reader: May 10.)
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