On Your Side: Poor rates may force mortgagor to switch banks

I've had a mortgage with Abu Dhabi Commercial Bank (ADCB) since May 2009. When I took it out, I was told that it was a variable rate mortgage that would come down significantly as the Emirates Interbank Offered Rate (Eibor) and market rates reduced. It hasn't. And, when I asked ADCB to reduce my rate, it was willing to drop it temporarily to a rate that still exceeded what is currently on the market. It is also trying to charge me another 1 per cent loan fee despite this being an existing loan. Surely this is wrong. I would like to avoid the penalty fees and hassle of moving my mortgage to another lender, but will be forced to do so if ADCB does not start treating me as a customer, rather than a hostage. EF, Dubai

ADCB has offered EF a two-year fixed-rate mortgage, but still with a fee of 0.75 per cent, although this is apparently a reduced fee. She is currently paying 8.25 per cent, a rate that has not changed since the outset, despite apparently being variable. The fixed rate she has been offered is 5.99 per cent. Although this may sound like a reasonable offer, once the fee is taken into consideration, the saving is just Dh15,000 in the first year. She was also only given seven days to make a decision. Even after she queried this, she did not receive a response and the bank will not provide me with a full answer, despite having the customer's permission to do so. This is not EF's only issue with the bank: every time she makes a deposit in her account, the bank takes four to five days to credit it, whereas it should be almost instantaneous. This issue is also unresolved. The bank denies the delays, despite EF's documented evidence. It seems likely that EF will now move to another lender because she is so dissatisfied.

I am having a problem with Etisalat. I have not had an internet connection for more than a month now since I moved. Etisalat has been charging me for internet service without me having it in the first place. Each time I call to follow up, a customer-service agent tells me something different and it is the opposite of what the previous agent said. I had Al Shamal service and now the agent tells me I need to cancel this and get eLife because Al Shamal is an old package and is not available anymore. Etisalat has now cancelled my Al Shamal service and when I followed up, the agent told me that I have to wait about three months for a connection. They then said they would send over a technician, but no one came. ED, Dubai

I contacted Etisalat, but it took some time before anyone responded and then it simply confirmed that the line had been installed on December 1, some six weeks after EF was cut off. When I queried if there was any form of apology, Etisalat said: "Etisalat is apologise [sic] for inconvenience and the delay was due to area which is not supported by eLife service. On the other hand, she paid for eLife installation fees and there is no refund because service has been provided and the monthly rental charges will be started from date of installation." I have been told by other readers that Etisalat is taking time to install eLife services to numerous households and that no explanations are being given.

I work for a small company in Abu Dhabi that is a branch office of a large company in the US. We would like to bring over a few of the US employees for a few weeks to help out with an important project, but we would prefer not to go to all the trouble and expense of providing residency visas and labour cards for everyone because they will only be needed for a limited period. For 10 people, this would be quite expensive and take time to deal with. Is there any way that these people can legally work in the UAE without residency? EW, Dubai

If a company wishes to bring in overseas staff, even for a limited period, it is essential to obtain the correct permit because it is illegal for employees to work on a visit, transit or tourism visa, even if they are not being paid in the UAE. The employer must obtain Mission Visas for all relevant individuals. These have been around for some time, although they were temporarily superseded by short-term work permits. A Mission Visa is valid for 90 days. The sponsoring employer must apply at the Ministry of Labour, not via the Department of Naturalisation and Residency. An application should be made for a temporary labour permit and both a photo of the individual and their passport are required. Once the temporary labour permit is received, the applicant then undergoes a medical test to complete the application and will then receive a Mission Card. The application can be made up to 60 days before entry to the UAE. I understand that the cost is about Dh600 with a refundable deposit of Dh3,000. I have been unable to verify this because there is no information on the Ministry of Labour website and I was unable to get a response from staff. Companies should also note that a Mission Visa is an option for employees on probation, which allows them to work for 90 days without a full residency visa.

Keren Bobker is an independent financial adviser with Holborn Assets in Dubai. Contact her at [e-mail]