Readers’ grievances raised with firms

One customer complains about bank debiting her account for transactions that were declined, while another says he faced problem having her telecom connection transferred

Wrong billing

O n August 27, 2017 an amount of Dh9,311 was deducted from my National Bank of Abu Dhabi, NBAD (now First Abu Dhabi Bank, FAB) account. I called its call centre many times but they couldn’t help me sort it out. So I went to Al Ain Mall branch and they told me to go to the main branch, which is in Al Yahar. I went to Al Yahar on September 10, and they told me to send a dispute form. On that same day I sent a dispute form.

They gave me the details of those transactions but when I checked it, it was all failed and rejected because of insufficient balance. Then when my salary came in August, they automatically deducted those amounts even though they were all rejected and the transactions were not successful and completed.

Hopefully you can help me with this problem. From Ms Angelica Paa Perrion Al Ain

The management of FAB responds:

FAB supports the growth ambitions of its stakeholders and goes beyond financial products and services, and as such, we are grateful for all customer feedback as we strive to consistently deliver the highest standards of service. The bank contacted Ms Perrion, and advised her to submit the required forms to start an investigation into the transaction, which have been received. The investigation process will be completed within 60 to 90 days.

(Process initiation: October 2. Response from organisation: October 9.)

Transfer of connection

I have an etisalat triple play connection in Dubai, which was activated in September 2013. The connection was suspended in September 2017. When I called Etisalat to check about the same, as per their records, I had an operating system, which was four years old, due to which they had suspended the services. I was staying in Sharjah prior to 2013, after which I moved to Dubai in 2013, and requested Etisalat that I wanted to transfer the connection moved to Dubai, to which they said that it was not possible to transfer the connection from Sharjah to Dubai.

Additionally, I needed to visit the business centre in Sharjah to cancel the old connection and apply for a new connection in Dubai with my new house contract. So I went to the business centre in Sharjah and cancelled my connection, after four years on September 23, 2017.

Etisalat suspended my Dubai home service and when I called them to check the issues, the customer care agent told me that I had a four-year-old outstanding amount, due to which my service was suspended. And were not able to give any more information. All they told me was to visit the business centre and they would be able to help me with the same. From Mr Hussain Makati. Dubai

The management of etisalat responds:

Thank you for bringing Mr Makati’s concerns to our attention.

Etisalat customer service team would want to apologise on all the inconvenience caused to him due to the excess bill amount. We have refunded an amount of Dh250, as this was an error due to a technical issue. The customer is updated on the same. The case is now closed.

(Process initiation: October 10. Response from organisation: October 23. Closed: November 10)

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