How did Citibank's telephone offer get disconnected?

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

On June 7, I received a telephone call from someone at Citibank offering me "an exciting new credit card opportunity". Since he said something about a free flight to New York and golf-related discounts, I thought it might be of interest and wanted to find out more. At the time, I was very busy and did not have the time to talk at length, so I asked the man to send me an e-mail with the details so I could read it later. He even carefully repeated my e-mail address back to me, but four days later I have still not received anything.

This happens every single time I ask for details by e-mail from any company. Is there a reason why banks fail to follow up with prospective customers? JJ Dubai The query was referred to the corporate affairs manager at Citibank, which sent JJ an e-mail with all the details of the offer four days later, including a brief apology for the delay and an offer to process any application, should JJ wish to make one, as a matter of priority.

Citibank has confirmed that e-mailing is standard practice for their staff and have apologised for the oversight in this case. JJ commented that it would have been useful if, during the initial cold call, he had been directed to the Citibank website, as the e-mail had only limited information and he had to go to the website in the end anyway. I met my financial adviser in mid-April and decided to increase the amount I pay into my offshore savings account with Royal Skandia. I called my bank, HSBC, to arrange the details on or about April 19. As the standing instruction was already in place for the 2nd of each month, and the only detail I was changing was the amount, I expected the process to be straightforward. As I expected, the phone call went smoothly, and the increase was arranged, apparently. An hour later, I came back to my desk after a meeting to find 20 missed phone calls. When I called HSBC, no one could tell me who had called or why. But on May 3, I could see that the increase had not taken effect. I headed over to HSBC at the Mall of the Emirates a couple of days later, only to be told that Royal Skandia was one of the rare companies for which HSBC could NOT change standing instructions over the phone. So I filled in and handed in the form. Again, apparently straightforward. However, on June 3, I could again see that the increase had not taken effect. I e-mailed HSBC via their online contact centre, and the unhelpful reply was that the amount scheduled to be sent out on July 2 had never changed and "please call to arrange to increase the standing instruction" - which I already knew was not the way HSBC dealt with Royal Skandia! The second unhelpful reply was simply that my e-mail "had been forwarded, please call or email." If the standing instruction does not go out for the correct, new amount on July 2, the paperwork so carefully put together by me and my financial adviser becomes null and void and I will need to start the whole process again. I work long hours and really don't have the time for this nonsense from HSBC over a simple task! Please, can you help?

SL Dubai Less than 36 hours after I contacted HSBC about SL's case, she received a telephone call from the bank to discuss the matter. A few days later they contacted me to advise: "SL's standing instructions have been actioned and we confirm no further documentation is required from her. We have contacted SL, advised her of the above, and she is satisfied with the resolution. We do apologise for the inconvenience SL may have experienced and thank you once again for bringing this matter to our attention." SL has confirmed that she is happy with the final outcome, although she commented that HSBC staff do not appear familiar with processing standing orders and some additional training would assist customers.

My family and I are due to move to Abu Dhabi shortly. Our daughter is currently aged 16 but plans to study for her A-levels out there for another two years. I have been advised that it is apparently fine for her to stay after she is 18 with us, but can you clarify what happens about her visa and her medical cover through my husband's job? Will the benefits stop automatically once she reaches age 18?

VH UK

Under UAE law, an unmarried daughter may be sponsored by her father for an indefinite period, so no changes will need to be made following her 18th birthday. When her visa is due for renewal after three years, her father needs only to request a standard renewal. As your husband will be working for a company that is based in Abu Dhabi, as opposed to any other emirates, by law your employer must provide Health Authority-Abu Dhabi (HAAD) approved medical insurance cover for the employee, his wife and up to three children up to the age of 18 years. Therefore, there is no legal requirement for the employer to continue to provide cover for her once she reaches age 18, but the easiest and cheapest option would be for her to stay on the company insurance (provided the scheme terms and employer allow for this) and for you to pay the premium. This is likely to be significantly cheaper than setting up an individual policy. Keren Bobker is an independent financial adviser with Holborn Assets in Dubai. Write to her at [e-mail] Letters can also be sent to [e-mail]