Unacceptable behaviour
On June 21, I went to etisalat’s sales shop in Al Ghusais (Damascus Street) to purchase a micro-sim for my iPhone. When I asked for a micro sim, the salesman said the outlet was running out of stock and he could not tell when the stock would arrive. I asked him to let me know if any outlets in Deira had the micro-sim, so that I could go and collect it from there. He asked me to visit the outlet in Deira City Centre, but when I asked if there was an outlet in Al Ghurair Centre, he said yes. So I requested that he call the outlet and check if they had stock so I could visit and collect the sim card, rather than travel all the way there to check.
The customer service agent initiated an e-mail to check the availability. I asked him why he couldn’t call, because it was not reasonable for me to wait till the other staff member replied to the e-mail. The agent replied that he did not have the contact number. When I asked why one branch of etisalat didn’t know the contact number of the other branch, he banged both his hands on the table and said that it was not his job to know other outlets’ contact details. I was shocked to see this behaviour. He further rudely replied to me that he knew his job better than I did and I was not supposed to teach him. I immediately contacted the store manager, and explained the whole incident and he said he would check and get back to me. It was obvious that he wanted to ignore me because he did not even write down my contact number to call me back, so how could he promise that he would get back to me?
This sort of behaviour from front-end staff is highly unacceptable. I need an apology from the store manager on this bizarre behaviour from his staff.
From Mr Venkata Krishnan
Dubai
Editor’s note:
The complaint was forwarded to etisalat for comments. However, its management did not respond.
(Process initiation: July 13. Process completion: July 23.)
Call for service
I had raised a complaint with du on July 23, as I was not receiving incoming calls, apart from those in du network. It has been 13 days and I am still facing the same problem. du is least bothered about my issue. I am following up with them every day but I get the constant reply that they are working on it or will escalate the issue.
I work for a bank and my clients can reach me only on this number to resolve their queries (if any) on a day to day basis. The worst part is that my family cannot reach me on the mobile phone since I cannot receive incoming calls. What if there is an emergency?
It is really frustrating to see such a lethargic response and their inability to understand the urgency of the issue. I seek Gulf News’ help to contact du management and resolve this.
From Mr Madhava Rao
Dubai
A spokesperson from du responds:
To follow up on Mr Rao’s case, we have continued to investigate the situation and have informed the customer that the situation is due to a pending technical matter with the other UAE operator. We are happy to confirm that the situation has since been resolved. We welcome Mr Rao to the du family.
Mr Rao responds:
Please be informed that my problem with du has been resolved recently after more than a month of follow-ups with them. Thank you so much for the help in raising the complaint. I highly appreciate Gulf News’ support.
(Process initiation: August 5. Response from organisation: September 2. Reader confirmation: September 2.)
Over-limit charges
I want to share my grievances regarding my Manhattan credit card from Standard Chartered bank. I have been using this card since the past four years and have no history of late payment or over limit charges. However, I exceeded the limit only during one month by mistake, and they placed over-limit fees of Dh200 for January. This was justified and my statement was generated on February 21. Again, for the statement of March, the same over-limit fee of Dh200 was imposed (which was generated for February’s statement) and the same is being repeated, right up till the statement of July.
I am really disturbed with the policy of the bank. I communicated with the bank but they told me these are real penalties. They said I had to pay the whole amount (Dh6,000 of card limit), otherwise every month, it would be imposed. I really don’t understand this. I seek Gulf News’ help to resolve my issue and would appreciate if the reputed newspaper gives space to my case.
From Mr Aijaz Solangi
Dubai
The management of Standard Chartered responds:
Upon receiving the complaint, Standard Chartered customer care unit has tried to contact the customer, however were unable to reach him. We would like to confirm that the over-limit fees are valid charges applicable as per the terms and conditions of the credit card. The customer is also aware of those valid charges.
(Process initiation: August 17. Response from organisation: August 21.)
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.
