Readers’ issues raised with bank and telecom firm

One customer says he was not informed about charges on movie tickets purchased on his credit card if minimum-spend criteria were not met, while another complains about poor phone connectivity

Every second day I receive calls from the same bank on promotional offers, ... but not a single call to inform about this serious change in policy.”

Mr Pushkal Rakesh | Sharjah

They want me to be cut off from my family ... or speak to my family only when I am outside the house.”

Mr Husaini Petiwala | Sharjah

Changes on charges

Ihad a credit card from National Bank of Abu Dhabi (NBAD) issued in 2015, before the merger with First Gulf Bank (FGB) – now First Abu Dhabi Bank (FAB). As per the terms and conditions of the card, there was no such minimum spend clause to get the benefits from it (like movies in Reel and Oscar cinemas).

Recently, I received the statement in which the bank has charged me Dh500 for the past period. When I called customer care, they said that as I have not spent Dh2,000 per month in the respective months and have watched the movies in Reel and Oscar cinemas, I will be hereby charged with the full ticket amount. I asked about when they had bothered to inform me, so they said the SMS was sent to me in June 2016, which I never received. Also, there was no email or call regarding this serious change in terms and conditions. I believe this is an unethical approach from the bank. I asked customer care on June 2, 2018 to log a complaint on this issue but he refused. Later I sent an email and then the complaint was launched.

A few days back I again received an SMS saying my complaint is resolved and closed. Sorry, I have no idea how they have closed my complaint without any discussion with me. I called them again and they said you have signed the terms and conditions that a bank can change its policy anytime, and I am liable to pay this amount.

I urge Gulf News to look into this serious issue. If I would have been informed and agreed to such changes in terms and conditions then I am liable to pay, whereas in this case when during the tenure any policy has been changed, it is the bank’s responsibility to ensure this change has been informed and agreed with customer. Every second day I receive calls from the same bank on promotional offers such as loan against credit card, balance transfer and so on, but from the last two years not a single call to inform about this serious change in policy. Is it acceptable? I don’t think so. Kindly help me to get a refund on this amount at the earliest.

From Mr Pushkal Rakesh

Sharjah

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 has been in contact with Mr Rakesh via email, and informed him that the changes to the terms and conditions were communicated to all customers via SMS, email and on our website. We are therefore unable to reverse the charges.

Mr Rakesh responds:

As explained in my email. I have never been informed by the bank about any such changes. When I asked for the proof they were unable to submit.

I also raised the concern why they have not called me to inform these critical changes but they said it is not possible to inform every customer by phone. They can send an email rather but such email was not received in the past. I seriously found their response very poor and I am not at all satisfied.I once again request you to raise this issue with their top management.

■ Editor’s note: We have forwarded it to the management of FAB, but they have nothing further to add to their first reply.

(Process initiation: July 4, 2018. Response from organisation: July 15, 2018. Process completion: October 3, 2018.)

No signal indoors

Irecently moved from Rashidiya, Dubai, to Muweilah, Sharjah, but I get no network coverage at all when I am indoors. I reported this to du and after 48 hours they came back saying there is a planned new site near to the customer’s location, which will come on air in four to six months and the customer’s issue will be resolved once it gets on air. So now, they want me to be cut off from my family for four to six months. Or speak to my family only when I am outside the house! On explaining this to a du customer care agent on June 28, she told me that I should have checked about the network coverage before buying a flat in that area.

It was easy for me to switch to etisalat, however I have a contract and upon termination, I will have to pay Dh400, which they do not want to waive off.

I have tried speaking to du on many other occasions, however they have confirmed, come what may, they will not waive the contract termination fee. From Mr Husaini Petiwala

Sharjah

A spokesperson from du responds:

With reference to the query from Husaini Petiwala, we have investigated the issue and reverted to the customer with a suggested solution wherein, except for the outstanding charges, the customer will not have to bear the termination charges even if he decides to cancel the connection or port out. Upon confirmation from his end, we will be able to process the request.

Mr Petiwala responds:

With Gulf News’ efforts and intervention the issue is resolved. I have terminated my contract with du and they have waived off the early termination fee. Thank you so much Gulf News. (Process initiation: July 16. Response from organisation: August 8. Process completion: September 11.)

■ 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