Customers’ grievances raised with bank and telecom service provider

One reader faces issues trying to close an account while another is dissatisfied with package for TV programmes

Account closure

T his is with reference to my car loan, which had direct debit instructions at Abu Dhabi Commercial Bank (ADCB), from the account in which my salary is deposited. It has been seven months since I requested a direct debit change to another bank, due to a change in my salary account. The reason for the change in salary account was due to poor service by ADCB, who were unable to assist me with my credit card or investments.

In August 2014, during the month of Ramadan, I changed my salary transfer account and requested ADCB to close my account. This was done at their Karama branch in Dubai. I filled out an account closure form and handed it over to the customer service counter.

A few days later, I received a call that the direct debit instructions still existed with ADCB and I should amend that. I went to the bank where I had the car loan and made the change, got the required documents and gave it to the Karama branch, as they requested. I was assured that with this paper, the account would be closed. I then travelled for my summer holidays and while outside the country, I got a number of calls saying I would need to hand in the direct debit change form to close the account. I mentioned to the agent that I was outside the country and that I would do the same upon returning to Dubai.

Upon my return, I went to the Karama branch again and submitted the same paper that detailed the change in direct debit instructions from my loan providing bank. Once again, I was promised the account would be closed. From September, I kept getting emails that my account had been overdrawn and I was charged Dh250. There were no responses to my emails or telephone calls for a month, and subsequently I got charged again for service fees.

I visited the branch in Karama and was assured by the manager that this issue would be sorted. He took another set of forms signed by me for account closure, but of course nothing happened. I tried to visit the Karama branch again, but it was closed for renovation indefinitely.

In November and December, I was charged again, and the same thing happened in January and February 2015. The total charges have now compounded to Dh850 and I have received a call again regarding the same.

In January, I called the bank and was put through to the collections department. My conversation with the person did not reach any conclusion, as he kept insisting that to close accounts, I had to get in touch with a different department, and that he was only chasing collections. I mentioned that I had visited the Karama branch at least six times and provided all information and that the charges were not justified.

May I request Gulf News to help me in closing this longpending matter with ADCB? From Mr Mohit Soral Dubai

The management of Abu Dhabi Commercial Bank responds:

Thank you, Gulf News, for your cooperation and communication with us in the endeavour to best serve our customers and resolve their issues.

Customer satisfaction is at the very top of our agenda, which is why we have an established Service Quality Unit that is dedicated to handling all customer enquiries and complaints. While we cannot comment on specific customer cases, we do take finding a solution for our customers very seriously and approach every situation with the best interest of the customer in mind.

With reference to Mr Soral’s issue, please be advised that we have investigated the matter and noted that Mr Soral had requested to close his ADCB account, however, due to an active direct debit instruction on his ADCB account from a corresponding bank, he was directed to first cancel this instruction and only then his account in ADCB could be closed. The cancellation of the direct debit instruction was not done, during this period the corresponding bank presented the payment demand several times, which were returned due to insufficient funds resulting in charges on his ADCB account. ADCB tried to contact the customer as a follow up on account cancellation, however the customer was not reachable. Customer claims that he had contacted the bank for closure of the account after cancellation of the direct debit facility, yet there are no records of the same.

As a service gesture, the bank has decided to waive off the charges debited and closure of the account.

We continually urge all customers to contact our Service Quality Unit 24/7 by phone, email or web, should they need any further clarification regarding their issues.

We would like to thank you for bringing this issue to our attention and hence giving us the opportunity to further our servicing to our valued customers.

Mr Mohit Soral responds:

Thank you, Gulf News. My complaint has been resolved to my satisfaction.

(Process initiation: February 18. Response from organisation: March 1. Reader response: March 18.)

Paying for mistake

I n the first week of December 2014, my husband received a call from an etisalat agent, convincing him to upgrade our etisalat package from internet and landline to the Triple Play package, which would cost us approximately an additional Dh118.

After agreeing, they installed the television connection, but to our surprise, most of the promised channels were not available. We filed a complaint and they found that the agent had told us about a list of channels that are included, but were actually not part of the package.

We have been calling them and visiting their office without any positive action. We would like to disconnect the television connection and continue with our old subscription, but when I visited the etisalat branch, I was told that the solution they can offer is for our internet, landline and television to be disconnected without charge, meaning there was no need to pay for the onemonth subscription of television. We would do this just to re-apply for the internet connection without the landline phone connection, since in their present package, the internet and landline package no longer exists, but we would have to pay Dh150 for the reconnection of the internet!

Why do we have to suffer and be charged for the reconnection of internet due to their shortcomings? Why do they have to give us an option that is not favourable to us? They will not charge us for the channels, but we will be charged for the internet reconnection and instead of having our internet and landline for Dh299 per month, we would only receive an internet connection.

I called etisalat by phone to check whether the complaint in their system has been updated and I was told to wait another seven days. Etisalat is a reputable company and this lapse from their sales department is a serious matter. I hope Gulf News can assist us. From Mr Mahmood Al Edrissi Dubai

Editor’s note: The complaint was forwarded to etisalat for comments. However, despite repeated reminders, its management failed to respond.

(Process initiation: February 18. Process completion: March 1.)

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