Readers’ grievances raised with firms

One customer was not refunded the deposit by telecom company, while another had his credit card points reduced

Phone bills continue

I would like to escalate the following issue to senior officials and the management of du.

At my request, du disconnected the home package service from my apartment in Dubai Marina on December 25, 2016. I was told that I would get my refundable deposit within 36 hours after disconnection. I visited the du branch at Mall of the Emirates twice, but was unsuccessful in getting a refund because the final bill was not ready.

I left the country on December 26, 2016 and moved to my home country. Du forwarded my final bill for the period from December 17 to 25, 2016, which worked out to Dh105.81. After adjusting my deposit of Dh350 and excess payment in my previous bill of Dh0.42, the net refundable amount worked out to Dh244.61.

I have been following up with du’s team for refund of credit balance since then. At the request of the du customer care team, I provided my credit card number on January 22, 2017, for the refund of my credit balance of Dh244.61, but there has been no progress so far. At the request of the same team, I also provided my account details on January 25. Despite my follow up with du, they are unable to provide a refund.

I would appreciate if Gulf News could escalate this matter to the senior management of du for their knowledge and to develop a process and procedure for refund of credit balances so that the customer does not face difficulties. From Mr Mohammad Farouq Sangani Karachi, Pakistan

The management of du responds:

With reference to the query of Mr Sangani, our team contacted the customer and confirmed the receipt of the disputed amount. We regret the inconvenience.

Mr Sangani responds:

Thank you Gulf News, for the help. I confirm the receipt of the due amount from du after numerous follow ups.

(Process initiation: February 13. Response from organisation: February 21. Reader confirmation: March 16.)

Points reduced

I am a Najm Voyager Visa Signature cardholder. In the beginning of December 2016, my accumulated Voyager points were approximately 80,000. I wanted to purchase a ticket to Karachi, Pakistan, using my points, which cost around Dh600 at the time. However, I noticed that my points suddenly were reduced to around 40,000.

I raised a complaint and was told the IT department would contact me. The IT department informed me that system upgrades were taking place, hence the points were not visible. They informed me on December 13, 2016, that my points were actually 86,000, and the correction would soon be made. After regularly following up, I purchased my ticket with cash for Dh950, instead of Dh600. To date, I have been following up, but my points are not being added.

I have used the credit card for a number of transactions post December 13, 2016, and my points should be nearing 95,000. I am seeking assistance to resolve this issue with Najm through Gulf News. From Mr Syed Ali Naqvi Sharjah

Editor’s note: The complaint was forwarded to Majid Al Futtaim Finance for comments. However, despite repeated reminders, their management did not respond.

(Process initiation: January 18. Process completion: February 19.)

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