Communication breakdown and New Year blues

Have a problem? Been treated unfairly? Our consumer advocate is on the case for you.

I have a land line and Internet line from du, which was fine until a few months ago, when it was suddenly cut off. I was able to contact them from a mobile number and it transpired that the problem was due to the credit card that we use to settle the bills automatically each month. The card had passed its expiry date and rather then contacting us, du simply cut off the lines. When I spoke to them and discovered the reason, I explained that I had a new card and that this should be used for future payments. I was then advised to send them the new information online - clearly impossible as I had no internet connection. When I pointed this out, I was asked to fax it. Again not possible as I had no telephone line. In the end I had to spend quite some time travelling to a du office and sorting this out in person. Surely the company can come up with a better system?

SP Dubai This is not an unusual situation in the UAE and will continue to cause problems until a system of direct debits is introduced. du is certainly not the only company where this has caused difficulties. Companies do not appear to keep centralised records of expiry dates for customers' credit cards and thus do not know when they can no longer be used to collect payments. It is perhaps a little much to expect them to do so. My suggestion is that anyone who has elected to use a credit card for a regular payment makes a careful note of the expiry date so that a couple of months beforehand they can ensure that they will have a new card in good time and can pass on the new details to the service provider. In this case, the onus is on the individual.

I had bought four tickets for New Year's Eve at the Irish Village for myself and my family visiting Dubai. Upon cancellation of all the festivities, I tried to contact the Irish Village to ask for information regarding my refund. I spoke with several employees on the telephone, but none of them seemed able to advise or assist me. To my surprise, the last time I called an employee informed me that I could no longer claim my refund because the "refund period" which was advertised in the news had expired. I feel that the Irish Village employees misled me and as a result I missed out on the day refund period and ended up paying Dh1,000 for nothing.

AP Dubai The information regarding refunds for the event was announced on the radio and widely published in Dubai, as well as on the Irish Village website. Dave Cattanach, Food and Beverage Manager of the Irish Village, advised that despite the restrictions on the night, the event went ahead, simply minus the live music. The decision was made not to spoil people's celebrations so there was no charge even though a substantial buffet was available for free. Both refunds and vouchers were initially available for a week or so, and then this offer was extended so that vouchers were offered right up until Jan 15 by which point well over 90 per cent of people had received their money back. As there was in fact no cancellation and a free buffet was provided, there was no legal obligation on the Aviation Club to provide refunds, but this was done as a gesture of goodwill towards their patrons. The offer was widely publicised so no further refunds will be available. The lesson is to check with a venue regarding arrangements in good time.

I have a private medical insurance plan with AXA PPP which I have had for a few years. When I visit a doctor I have to make the payment myself and claim it back. My friend also has coverage with the same company, but her costs are settled directly. It seems unfair that people get different levels of service from the same company. Can you find out why please? TJ

Dubai Your policy is an "individual" plan that covers you and your family members. You took this out yourself as your company does not provide cover for employees. Your friend is insured as part of a plan set up by her company. Group schemes are able to negotiate different terms to those available to individuals as they are perceived as better business by many insurance companies. This is really due to the cost savings of having one set of administration for numerous members and with this fact in mind larger schemes are often able to provide the benefit of direct billing. Note, however, that if you require inpatient treatment, provided this is agreed with AXA in advance, this can be billed directly.

Have a problem? If so, email Keren Bobker at [e-mail].

Ms. Bobker is an independent financial adviser with Holborn Assets in Dubai.