I have given pin code renewal request on May 1, 2014 to Commercial Bank of Dubai (CBD) and as per CBD pin code renewal timeframe is three-four working days.

It’s May 10 now and still I haven’t received any pin. I have given several calls to its call centre but nothing positive.

Kindly check where the problem is as call centre is saying pin code has been generated on May 1 and handed over to Empost courier already.

Call centre is giving e-mails to their ATM department and as per them ATM department is not responding. I didn’t expect replies such as, “What can we do if our ATM department is not replying,” from CBD call centre people.

As of today is the 10th, my salary is stuck as this issue occurred. Request them to send pin code within today as I don’t expect this kind of bad service from CBD.

From Mr Haris Bin Meraj

Dubai

The management of Commercial Bank of Dubai responds: Thank you for relaying this matter to us.

With reference to the e-mail sent to you by Mr Haris Bin Meraj, dated May 10, 2014, we are pleased to inform you that the issue has been well taken care of and he has received his card on May 11, 2014.

As per bank procedure, Rateb Card pin should be delivered to the company custodian only and not to the customer directly, however according to Empost they were unable to reach the company custodian who was on leave to deliver the same till May 11. We spoke to the customer on May 12 who confirmed that he received his pin. Based on that, the case has been closed in our records. Customer satisfaction is our number one priority and it is our commitment to provide world-class services to all our customers.

Mr Meraj responds: Thank you for your follow up. I got a call from CBD to apologise. Kindly note I have sent you an e-mail on May 10, but the issue was going on from April 27. After a long follow up with CBD, I sent a complaint to Gulf News. However, the very next day they told me that custodian will get the pin code, which they can advise me on the first day itself.

That 14-days struggle I can’t forget. CBD gave me a hard time. Pin issue has been resolved long back. Many thanks for your action taken.

(Process initiation: June 20. Response from organisation: June 24. Reader confirmation: June 25.)

Waiting for refund

I am a Gold customer for Mashreq bank. I have closed my mortgage (home loan) on March 26, 2014. In spite of that they have deducted my monthly EMI of Dh1,637 and the staff of Mashreq have accepted that this was done by mistake and they are working to reverse this amount. It’s been more than 6 weeks now and I have called many times and sent numerous reminders, but in vain. For a Gold customer if the treatment/service is so bad, I have no option but to take this to press. As a regular reader of Gulf News I hope this forum will help me to reach the right people to get justice.

From Mr Nitin Jakaty

Dubai

The management of Mashreq responds: Thank you for sharing this letter with us. Please note that we have closed this case on May 13, 2014 with a resolution that the customer was satisfied with.

Mr Jakaty responds: Yes, it was resolved with Mashreq. Many thanks for your intervention and prompt response, which has helped a great deal to resolve this issue. I appreciate your efforts.

(Process initiation: June 20. Response from organisation: June 23. Reader confirmation: June 25.)

No acknowledgment

In July 2013, I tried to deposit a cheque in a bank ATM, but it got stuck. I called the customer support at the same time, but it was late and I was told that they would sort it out the next day.

I went to National Bank of Abu Dhabi (NBAD) the next day and to my branch as well. Since then, I have called them about 20 times and written many e-mails. They haven’t found my cheque (that had my telephone number at the back); the cheque hasn’t been deposited. The bank lost it and they are still not acknowledging their mistake. I am still sending e-mails (seven months later) and they are still saying they are trying to find it.

I ended up losing the amount in the cheque as the cheque issuer is no longer here. I am disappointed with the bank’s assistance and with the lack of security of those machines.

From Ms Vanessa Fernandes

Dubai

The management of National Bank of Abu Dhabi responds:

We are pleased to inform Gulf News that we have contacted Ms Vanessa Fernandes and resolved her complaint. We would like to take this opportunity to thank Gulf News and the customer for providing us with feedback and regret the inconvenience caused. Thank you once again for your continuous support and valued efforts.

Ms Fernandes responds:

Thanks for helping me with this issue. I have received calls from the bank and they have finally found the cheque, which is expired by now. However they have told me they would deposit it to my account with the same value.

(Process initiation: June 19. Response from organisation: June 26. Reader confirmation: June 30.)

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