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 bank details to etisalat, however they now say 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.
