‘How do you expect someone to keep the receipt for so long?’

One telecom customer has returned the setup box, but has lost the receipt, while two other customers have issues with their credit cards

Depending on a slip

I cancelled my connection with etisalat and returned the setup box at their counter in Sahara Centre, Sharjah, in August 2014. It was received by a customer service agent and they gave me a slip, acknowledging the setup box had been removed with the wires.

I then left the UAE and went to Bahrain, so I cleaned up my apartment. I tried finding the slip, but I think I threw it when I was cleaning my apartment. Almost a month after I had left the UAE, I received an e-bill from etisalat. I wrote back to them that I had returned the setup box and paid all the dues. They asked for the slip, which I had thrown. How do you expect someone to keep the receipt for so long, especially when he is leaving? They are now refusing and saying that they did not receive the box and that I need to pay the bill. This is due to the carelessness of etisalat’s staff, who did not maintain proper records after I submitted the setup box and now I, as a customer, have to suffer.

I would really appreciate it if Gulf News could help me in this matter. From Mr Mohammad Saqib Tamburi Dubai

The management of etisalat responds:

The case is resolved and closed.

The complaint in brief: The customer asked to refund the charges for one month, which were applied even after he cleared all the amounts due at the counter. The conclusion: 1. The customer has signed the request with terms and conditions for one month’s notice period.

2. The amount has been refunded - to the customer’s satisfaction.

We urge readers to read all service terms and conditions carefully before signing up.

(Process initiation: March 11. Response from organisation: March 16. Process completion: April 1.)

Waiting for vouchers

I have been using Samba bank’s credit card for the past six years, and have not defaulted on payments even once. Recently, they had an offer wherein if we spend Dh8,000 or more from September to December 2014 we could get a Dh300 gift voucher from Rivoli. When I called them in January 2015, they responded that I would get the voucher by the end of January. But till date, I am trying to call them on a daily basis but the response from the bank is not clear.

I have spent more than Dh27,000 in this period and have not defaulted any of my bills. Based on this, I should get three vouchers, but they said they will issue only one. However, Samba has not even forwarded one coupon to me and nobody is answering properly in their call centre.

I need Gulf News’ help getting these vouchers. From Mr A. Seddiq Hussain UAE

The management of

in

Samba bank responds:

With regards to the customer’s concerns, we would like to advise Gulf News that prior to the receipt of the letter, the customer’s case was satisfactorily resolved.

Post receiving the letter, we have once again contacted the customer to apprise him of the details and he has confirmed that his query has been resolved to his satisfaction.

Mr Hussain responds:

Gulf News Thank you action.

(Process initiation: March 20. Response from organisation: March 23. Reader response: April 23.)

for your

Cashback delayed

I spent Dh2,900, including Dh1,900 on a utility bill, but Standard Chartered Bank posted the transactions in my January statement and did not include the cashback points worth Dh220 in the monthly credit card statement, which was a promised benefit on this card.

When the statement was generated, I saw no cashback point. So I called back and they told me there had been some technical issues and to check in with them after two to three days. I called their help line on January 26, but they said that I am not eligible and that the transaction was done on January 17 and even the statement date was January 19. They said I would get three per cent cash back on Dh1,000 and it would be credited in next month’s bill.

I felt this was ridiculous and tantamount to cheating the customers. I am sure if I had delayed the payment, they would have imposed finance charges or late payments in the same month, but chose to defer the cashback points to the next month’s statement.

In response to my inquiry, they refused to register a complaint. I would appreciate it if Gulf News could help with getting Standard Chartered Bank to fulfil its commitment to customers or cancel this cashback scheme instead of playing around with customers. From Mr Ashwani Dhawan Dubai

The management of Standard Chartered Bank responds:

Upon receiving the complaint, Standard Chartered Customer Care Unit contacted the customer and explained the Cashback structure relating to this payment and its terms and conditions. The issue stands resolved from our end.

Mr Ashwani Dhawan responds:

Thanks for the response, but I have gone through the Standard Chartered Bank’s website and the terms and conditions or user guide booklet and I could not find such terms and conditions. From my side, I am not satisfied with their reply.

Editor’s note: The management of Standard Chartered Bank responded that they stand by their initial response to the client that the terms and conditions are clear.

(Process initiation: February 18. Response from organisation: February 25. Process completion: March 16)

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.