Hacked account
My account with Mashreq Bank was hacked into and Dh2,000 was deducted. I checked with the bank and was told this was for etisalat bill payment (four mobile phones were recharged). I didn't know any of the mobile numbers. When I complained to the bank, it took a month for the inquiry. Now they have told me that they cannot reimburse the money. Can you please take up my complaint with the bank?
The management of Mashreq responds:
Our investigation reveals that Dh2,000 was transferred from Mr Philumen's account on January 27 and 28 through Mashreq's Online Banking Services, which was considered authenticated as the transactions were done with a valid log-in ID and password.
Mr Philumen reported these transactions as unauthorised on January 29 at 10:35:19pm, and we blocked his Online Banking access instantly.
As per the published MashreqOnline Banking terms, the customer is responsible for the security of their User ID and password. If a customer shares his password with a third party, he is responsible for the misuse of his account, and the bank is not liable for any damages caused.
Mashreq has been constantly alerting all its customers to safeguard their personal banking information through SMS, MashreqOnline inbox and most prominently on the home page of our website. We regret the unfortunate incident and have offered to assist Mr Philumen in his proceedings.
We have contacted Mr Philumen and informed him the result of our investigation.
Mr Philumen responds:
Thanks for the reply. I did not share my password or account number with anyone. Should I lodge a complaint to police?
Mashreq responds:
As mentioned earlier, our investigation revealed that the transactions done on Mr Philumen's account were considered authenticated, as they were conducted with a valid log-in ID and password. We have communicated with Mr Philumen and offered him our support if he wishes to take this up with the relevant authorities.
Service denied
We have been subscribing to etisalat DSL — Al Shamil internet broadband service for about five years. In September 2010, we received emails from etisalat explaining the one-connection and unlimited-possibilities scheme of e-life.
We immediately subscribed to the service and were given a reference number and were told that a technical team would contact us in three to six days. Two weeks passed by but we did not receive any call. We called them again and gave them the reference number. They said that they were waiting for the fibre optics cable to be laid in our area in Ajman and we would be called in about three to four weeks, as it was taking a bit longer than anticipated.
A whole month passed by and we waited an extra week before calling them again to follow up. This time we were furious as the person at the other end said that our application had been cancelled. When we asked why this had happened, he had no answer and said we could re-apply with a new case number.
We had no choice but do that. This was towards the end of November last year. After giving us the case number, he re-assured us that the technical team would call us in three to four weeks.
Four months have passed by and we have not received any call. We don't feel like calling as they keep us on hold for quite a long time and no one seems to know what's going on with our application.
The management of etisalat responds:
The area where customer is living is not supporting e-life service, and customer has been informed about it.
Waiting for refund
I had paid Dh50 into my du Pay as you Go account without realising that the Sim card has expired. When I contacted du for refund they said they could not pay it back but would credit it to my new du number if I purchased it. So, I purchased another Sim card, and have been chasing du for the past three months. They still have not credited the amount due to me, and every time I call the customer service I only get a new complaint reference number and a promise that somebody will call me but it has not happened. Can you please help me?
The management of du responds:
With regard to Mr Natarajan Radhakrishnan's query over an expired Pay as you Go SIM card, we would like to confirm that following an investigation by the du team and collaboration with the customer, we have successfully resolved the issue. The amount of the card has been credited to the customer and no further problems have been reported.
Mr Radhakrishnan responds:
I am glad to inform you that du called me and the matter has been resolved.
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