Readers’ issues raised with firms

One reader’s network line is disconnected and he struggles to get it back, while another finds it difficult to obtain a refund from a telecom company

Inactive line

M y problem started when I lost connectivity to my du network on April 9, 2017. I have made and received many calls from the du help desk, wherein staff members kept telling me they were fixing the problem. I discovered the next day that my line was disconnected and that I would need to call customer services on 155. The du local branch confirmed that my line was no longer active. They sent a new request to du’s head office for line activation, because they no longer had access to complete this step.

A du team member provided me with the wrong advice, concerning how I would need to renew my line from my selfcare account, but I told du that this feature wasn’t available and I showed them my screenshots to prove the same. They also tried saying that I would need to pay an extra Dh55 to renew the du line, while my line is prepaid.

After four days of the problem going unresolved, I went to Dubai’s du head office to escalate the issue, with top management’s support, but I was told that the concerned manager was in a meeting. Later, I was told he was out of the office, and he promised he would call me back the next day. I am still waiting for this call. I met the du head office floor customer support manager and he raised another complaint and promised that du would solve my problem as soon as possible. He agreed that I could call him later, but has since stopped answering my calls. Du has not fixed my problem, but they keep sending me text messages to rate their support.

My problem is that du’s customer service feedback states the problem will be solved and that an expert team member will call me soon, but today is the 10th day of my problem. Du’s teams have refused to connect me to their management, and my escalation should have reached top management, taking into consideration my repeated requests for further action. From Mr Mohammad Jamal Ras Al Khaimah

The management of du responds:

With reference to the query of Mr Jamal, our team investigated the matter. The issue is now rectified and the customer’s line is active now. We regret the inconvenience.

Mr Jamal responds:

Thank you for the reply and follow-up, Gulf News. Yes, the problem was resolved 13 days after reporting the fault.

(Process initiation: April 18. Response from organisation: May 4. Reader confirmation: May 6.)

Invasion of privacy

I have Dh2,000 credit with etisalat and requested them to refund it to me. Since I don’t have another account in my name, etisalat asked me to provide my bank account details and the International Bank Account Number (IBAN) to process the refund. I sent my IBAN details to etisalat. However, they are now saying that I also have to supply a bank statement to support the claim.

I have already provided my Emirates ID and I feel asking for my bank statement is an invasion of my privacy. Is this normal practice? I have never had any company request a bank statement to process a refund in the eight years I have lived in the UAE. From Mr Matthew Sliedrecht Dubai

The management of etisalat responds:

Thank you for bringing Mr Sliedrecht concerns to our attention. In order to resolve the case and credit the amount to his account, it is essential to present the bank statement as per the company policy and for security verification. As Mr Sliedrecht considers this an invasion of privacy, he can provide etisalat a stamped bank letter, stating and confirming that he is the holder of the mentioned account, and all transactions related to this account.

Mr Sliedrecht responds:

I really appreciate the time that Gulf News has put in to my case. I spoke with my bank and they have said that they don’t have any letter of this kind, and wouldn’t be able to provide it.

I don’t have anything to hide, but it seems strange that a company can make such demands to get a deposit we have paid in good faith. I have deposits with other government departments, as well as landlords and contractors, and no one else has ever asked for this.

Etisalat responds:

Thank you for bringing Mr Sliedrecht concerns to our attention.

As per our policy, etisalat requires proof of ownership to protect the consumer account. In order to resolve the case and credit the amount to his account, it is essential to present the bank statement for security verification. This statement can be provided, highlighting only the bank account details, to protect the account privacy.

In a scenario where Mr Sliedrecht cannot provide these bank details, he will have to visit any of the main etisalat business centres to collect his security deposit. The refund will be made based on the cash availability at the business centre at that point of time.

(Process initiation: January 30. Response from organisation: February 14. Process completion: 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

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