Oh noes! Here Comes COMPLIANCE!

The cold weather's here alright, but this is just silly...
(Photo credit: Wikipedia)

I was ranting on Medium the other day about the Evils of Conformity but there is a much darker, brooding evil stalking my life right now. Compliance.

As an Ancient Expat, I deal with a number of financial institutions. Some look after my company's money, some my own money. Some act in a number of ways to impair my access to my money (not that I'm giving HSBC a long, hard stare at this point, you understand) while others are entrusted with our plans for jam tomorrow.

The times they have been a-changin' for some time now. I remember walking into the Bank of Ireland in Thurles waving a wad of UAE Dirhams and asking the teller if I could please change them into Irish Punts.
'Of course,' came the answer. 'What are they?'
'They're UAE Dirhams.'
'Is that right? Is that what they look like? Well, I never!'
And they were then duly changed at the prevailing rate.
I swear it's true. Nowadays they'd have to take all my biometrics, my DNA and a snapshot of my current mind-state before they'd even talk to me.

Try telling a British financial institution - one that's happy enough to take money from overseas but clearly make no concessions to an environment that's different to the UK - that you only have a PO Box number. That even though they put up street signs on your sand road a few years ago, nobody uses them. Particularly since a lorry knocked down the sign on the corner a couple of years back and nobody's replaced it.

We need two utility bills, they trill, addressed to your home address. Except they aren't, here. They're all addressed to our PO Box. All our statements and other financial institution correspondence comes to our PO Box. Nobody uses our physical address, nobody. If you HAVE to find us, for instance to deliver Lebanese food, you get talked in from the Sheraton Sharjah.

Since my first visit to the wonders of the Gulf in 1986, I have found my way to innumerable meetings 'Past the second water tank after the Herfy on Sitteen Street, turn left and we're below the ALICO sign' although I must pause to point out that all directions given to locations in Abu Dhabi are followed by 'it's really easy', words which strike a chill of fear into my heart because they invariably mean 'You're going to die trying to find us.'

The British Embassy doesn't certify documents anymore. The Irish Office in Dubai will, for Dhs60, certify a copy of a passport but really wants an Irish connection and isn't too happy about doing my Brit passport. Getting two hours away from work to trot off getting documents legally translated and certified is, oddly enough, not very easy. I'm actually busy. And that certification of identity doesn't help with the old physical address thing, either.

It's been plaguing me. Everything I try isn't quite good enough. The electricity bill gives my area as a different area to the other document. Try as I might, I can't get 'em to understand that Muntaza and Rifa'a are the same thing. They might even be Fisht or Heera, depending on your mood and desire for geographical granularity. Any physical address given simply doesn't matter anyway. There is no standard, there is no infrastructure that relies on or requires physical addressing. And when a utility goes askew, we have to go to their office and bring the chap back to our house because they'd never find it otherwise. Oh, unless they want to cut off the supply when they suddenly and miraculously know precisely where we are. Quick aside - the other week SEWA cut us off for non-payment when we'd paid. 'Why didn't you knock first?' we asked, getting the immortal response, 'Because people hit us.'

We have an Etisalat location ID, but as far as I can tell even Etisalat doesn't use that. The wee plaque affixed to our villa displaying it is actually most used by local gas companies and AC repair men to wedge their stickers and business cards. Even the tenancy contract (legally translated and certified, natch) is no good as it only refers to me because it's in my name rather than joint names because we're in the UAE and that's just how it is here, right?

Nope.

In impotent fury, I point out our money was good enough to take in the first place. They opened the account. Why now, with each new shift in pottiness, am I faced with fresh swathes of idiocy dressed up as 'compliance'?

'Yes, yes. We understand. Nevertheless, we need two immutable and incorrigible proofs of your residence address signed in wet ink by a bearded ocelot. And then stamped, signed, sealed, translated, attested, fumigated and duly immolated.'

Bastards.

Geekiness Beirut Outbreak

GeekFest Beirut was truly a wonder to behold. There are photos on the FaceBook page from those what got Twitpicked on the night, and this Photobucket from Fady Nammour gives a pretty good feel for the ‘vibe’ – at a guess something like 120 people streamed into Beirut’s uber-funky Art Lounge to find displays of digital photography as well as the art that literally festoons every space at ArtLounge.

There were loads more GeekTalks, starting with an odd rant from yours truly, going through to an overview of Creative Commons licensing from graphic artist Naeema Zarif (Naeema designed the cool new GeekFest logo, posters and stuff) and cartoonist/blogger Maya Zankoul and then a look at some of the projects being undertaken in Lebanon by the UNDP’s CEDRO, thanks to Elie Abou Jaoudeh.

Ayman Itani spoke on the human/technology aspects of communications, while Elie Haddad’s talk on the potential of mobile applications continued the telecom theme. George El KHabbaz threw a few F’UX into proceedings with his GeekTalk on user experience (that’s what an UX is, folks) and how it needs to be designed in from the beginning of processes (Ha! Tell HSBC that).

Isaac Belot topped the geek charts easily with his in-depth and totally geeked-out presentation of the technologies that lie behind filming in 3D. That one even had the true geeks bug-eyed.

The evening finished with a short, boisterous and totally fun presentation from artiste extraordinaire (and designer of the GeekFest Twitter Icon and, I hope, T-shirts) Joumana Medlej (@CedarSeed). Joumana’s work is stunning, her cartoon strips are brilliant and the auction of a book of her early drawings and development sketches pulled in a fast and furious bidding war to top out at $300 – even the barman got into the act. Yes, there was a bar too and it did a brisk trade at that.

So what was the ‘vibe’ like? Different to GeekFest Dubai, for sure – and I can’t quite put my finger on how it was different. The Beirut guys did a lot more collaboration on many aspects of the event and so there was a wider sense of ownership. There’s no doubt that they’ve had an impact on GeekFest Dubai, particularly with the contribution of the graphic art elements, the ID design from Naeema and Joumana’s iconography.

It looks increasingly likely that there will be other GeekFest events springing up around the region now. And I think that’s possibly going to be very interesting in a number of ways that we haven’t really thought through yet!

Bank

You’ve issued me with a new Visa card. Can I ask why? The old one doesn’t expire for two years.
You asked for it.

I didn’t.
It’s the new black card.

So’s the old one.
It’s because your wife’s card was taken by the ATM.

No it’s not. Her card’s been replaced, you agreed not to replace mine. And that was months ago.
Pause. It’s a process.

It’s a what?
A process. By the system. It’s the system.

The system?
Yes. That’s it. The System.

Is this because of the security issues you've been having?
No. No. Not possible. I don't know. Yes, it's not. I have to get someone to call you back. Overload. Overload. My mind is going. Dave? Dave? I don't believe you wanted to do that Daaave....

I followed the complaints procedure and faxed a complaint form to my bank after Dubai’s RTA took Dhs750 from me in error and refused to refund it. Over three months later, the bank hasn’t responded.

Almost a month ago, the same bank failed to make a transfer to the UK in good order. The consequence was a botched transfer and an exchange loss, charged for me for some reason, of some Dhs 1200.

Two weeks ago I was suddenly issued with a new visa card, although my old one hadn’t expired. It has a new security number. Concerned, as they have messed up standing payments on the card before and we have, after all, just been asked to change all our PINs because of a security issue, I called the bank to ask them to confirm why they had issued a new card. The conversation above (only the last line is makety-uppity, BTW), is just one of many that ended with me insisting that someone, anyone who could take responsibility and tell me why I had a new card that I didn’t want or need, call me back.

Silence.

For a month I have been leaving messages on the answering machine of my ‘Status’ account manager. For a month I have been leaving urgent messages with the call centre to have someone, anyone call me back to discuss the above. They won’t give me any other telephone number for the bank.

This Saturday I am going to go to HSBC in Bur Dubai in person. Expect to hear about the consequences in Gulf News and other leading daily newspapers. I'll be 'British expatriate A.M.' in case you want to be sure it's me. I’d appreciate if you could all start some sort of ‘Free McNabb’ campaign as soon as the stories break. Thanks.

*Update. We blew this Saturday, so it'll have to be next. The best laid plans of mice and men...

How To Self-Publish In The UAE

Image by saraab™ via Flickr

Here's your own guide to the process, just in case you decide to write and self publish your own book. And before you start with all yer 'yeah, right, like that's going to happen', don't write the idea off. It can all be quite cathartic, believe me.

1) Write a book.
This is generally considered to be a good first step in self publishing. Of course, if you're self publishing a picture book, or a collection of your watercolours you'll have to approach things slightly differently but I'm going to concentrate on the novel form for now.

2) Get a professional editor. 
I use Robb Grindstaff. I've always heard good things about UK based Bubblecow but have never used 'em. Update. Worked with them and they're good/recommended. You need a professional edit for two things - a structural edit and a line edit. The structural edit looks at your story and how you've put it together, aiming to cut redundancies, tighten things up and keep you basically on the straight and narrow. The line edit gets rid of all those stupid little errors that litter every manuscript, no matter how hard you search for 'em. People like Robb are born with strange compound eyes that pick these up in a way we normal mortals can't aspire to emulate.

3) Make sure you understand what you've written.
That sounds daft, doesn't it? But you're going to have to sell the thing all by yourself, so you'd better have properly scoped out the subjects, topics and characters of your book and sifted through them to find the best angles to promote, the things that are going to engage people. You'll need a strong blurb, too. More posts on this later, I'm sure. (Are you guys okay with all this book talk or are you longing for me to go back to whining about HSBC and stuff?)

4) Decide on your platforms.
It's essential to be on Amazon's Kindle and for that I used Kindle Direct Publishing. To support other e-reader formats, I went to Smashwords. I also put together an edition using CreateSpace, which lets me offer a printed book through Amazon.com. Of course, e-reader adoption in the Middle East is still low because Amazon doesn't sell either Kindle or content to the region, which really doesn't help us writers, I can tell you. Because of this, you're going to have to print your own booky book for the Middle East market.

5) Apply for permission to print from the National Media Council.
In order to print a booky book in the UAE, you have to have permission. Importing a book is different and requires a different level of permission, which any distributor will sort out. But printing one here means you have to get this permission. How? By going to the NMC in Qusais (behind the Ministry of Culture building) and lodging two full printouts of the MS. One of these will stay in Dubai as a reference copy and one will go to Abu Dhabi to the Media Control Department, where it will be read and approved or not for production in the UAE.

6) Realise that Dubai is going to take its sweet time over this and send another copy direct to Abu Dhabi yourself by bike.
I am so very glad I did this.

7) Obtain your permission to print
I got mine in an unreasonably short time thanks to a very nice man at the NMC taking pity on me and accelerating his reading of my book. It helped that he loved the book, which delighted me more than you could possibly imagine.

Update here - getting the actual document was a tad harder than getting the verbal go ahead!

8) Get an ISBN
This is actually a doddle. You nip down to the Ministry of Youth and Culture in Qusais and give 'em Dhs200 and a filled out form that gives the title of your book and some other details and they send you a fax (A fax! How quaint!) with your UAE ISBN number. By the way, ISBN numbers mean very little, they're a stock code and do not have any relationship to copyright or any such stuff. You need one to sell books, but that's as far as it goes.

9) Go mad trying to find novel paper, then give up and go to Lebanon.
By now you will have already got a quote from a printing press - all they need to actually print the thing now is that little docket. It's about here you'll finally make the decision that you don't want to use the 'wood-free' paper all the UAE's printers want to print your book on, but to actually use real book paper. It's actually called, wait for it, 'novel paper' and is a very bulky, lightweight paper. Pick up a book by the spine and it will tend not to 'flop', while a book printed on wood-free stock will.

Nobody's got it. It's as if nobody in the UAE has ever published a 'real' book, just books printed on copier paper. I'm not having it - I'm going to all the trouble and expense of producing my own book, it had better look like a book, feel like a book and, when you pinch its ear, squeal 'I'm a book!'.

So one goes to Lebanon - or Egypt, or Jordan. People write and publish books there all the time, so you'll find printers and novel paper abounds. Which means you never needed that permission to print at all, as now you're importing a book. Bang head repeatedly against brick wall and do Quasimodo impersonations.

10) Delay the UAE edition launch to the TwingeDXB Urban Festival, taking place on the 10th December 2011, where you're doing a reading and stuff.
I could have made it in time for the Sharjah International Book Festival if I'd settled for the other paper, but I decided to delay instead and get it done properly. So we're launching the online edition at Sharjah, with an open mic session where I and self-published Emirati author Sultan Darmaki will be doing readings and Q&A and stuff. That takes place this Sunday, the 20th November, at the SHJIBF 'Community Corner'.

Free

The UAE Journalists' Association has told the mighty Gulf News (800g) today that it will provide legal support to bloggers facing legal action in the UAE 'provided they abide by the ethical and professional rules of the profession'. The piece comes as part of a spread on press freedom and the state of media in the United Arab Emirates.

"The new policy helps in improving the quality of blogging in the Emirates and enhances the transparency and the credibility of news reporting on cyber sites. The only condition on the bloggers to avail themselves of the services of the association is to identify themselves clearly and follow 9 ethical rules in reporting or casting their views, including offering a level playing field for different parties related to the issue of reporting.'

And what, you may as, rules are they? Thanks to GN, we find out that they are:

"Bloggers should refrain from using inflammatory language or tarnish the credibility of an establishment or individual without substantial evidences. Those who continue casting their views under vague identities will not be able to seek the association's help."

So no more anonyblogging, folks. Not if you want the help of the UAE Journalist's Association, anyway. 'Vague identities' are out. I wonder just what a 'vague identity' is...

Or 'tarnishing the credibility of an establishment'. That's a nono, too. Damn. So no criticising any companies, then. Hands off HSBC and Al Habtoor, Alexander. Let alone the RTAs and EIDAs that make our lives so very wonderful and joyous.

There's no mention of what precisely the '9 golden rules' are but I did post here about the UAE Journalists' Association Code of Ethics, which is a list of 17 rules. Strangely, it's not available on the UAE Journalists' Association website which is, incidentally, only available in Arabic. So I guess you might as well just pick the 9 you like best from that list and abide by them, folks.

Interestingly, there's also quite a grumpy editorial from GN's editor-in-chief, linked here, which is worth a read, flagging up major concerns with the much-awaited new UAE media law. I do recommend a read of this piece most heartily:

"Furthermore, the long-awaited new press law, currently under consideration to be issued soon in its final version, has failed considerably in addressing the needs of the journalistic body and the changes that have taken place so far in the country."

Hot stuff indeed from Abdul Hamid Ahmad about the new draft law that, among other things, replaces a prison term for journalists (and bloggers, then?) with a million Dirham fine.

Flipped off

7Days reported yesterday on the Brit who was pulled over by Dubai's Finest and given a dressing down. As the boys in green left him he flipped 'em the digit, an action which has resulted in his getting a month in jail to be followed by summary deportation.

I do not believe he wanted to do that.

We have, all of us, had moments out here when the desire to display a number of fingers has overwhelmed us. To be honest, it's a miracle there haven't been more chainsaw massacres, especially for anyone that deals with HSBC, SEWA, the bloke that goes round the back to collect the parcels at the Post Office, the gang of murderous-looking Bashi Bazouks that work for the satellite company we use and the large number of other functionaries, officials and dignitaries that exist to frustrate us in myriad new and wonderful ways as part of our progress through each new and sunny day.

Of course, everything comes in batches. So you can guarantee that the Saturday round of chores that starts with a truck driver trying to kill you then moves on to a lost parcel at the post office, segues into having to resubmit your tenancy contract six times until the sulky, greasy-haired dwarf from hell behind the counter finally nods wordlessley and condescends to take your money, moves on to a good punch-up with the security guard at the supermarket who wants to staple your bags and then tape up your pockets in case you turn out to be part of a gang of international Snickers bar thieves and finally results in being pulled over by a couple of coppers who seem to have an itch to scratch.

When this happens, as inevitably it will, then I can only give one piece of advice. Keep your hands in your pockets. That way, the worst rap you'll get is for playing with yourself.

Foiled!

Image via WikipediaYou might remember my bright idea some time ago, of bankrupting HSBC by using the free valet parking service that comes with their credit cards.

I am sad to report I have been foiled. I got a text last week from them, telling me that valet services at MoE, DCC and MCC have been 'discontinued with immediate effect'.

Not so much as a 'sorry', you'll notice, for simply taking away one of the 'many benefits you can avail' when choosing their Visa card.

I'll find some other way of getting them, don't you worry...

SNAFU*

I posted about my awful bank, HSBC, and at how happy I was to make the move to Lloyds. Lloyds then proceeded to make an awful hash of setting up the account. They issued my debit card with the wrong name on it twice, managed to lose Sarah’s application for a Visa card and generally screwed up the Internet banking side of things by sending me an email to complete the process that was only distinguishable from a phishing email by the fact that it wasn’t as professionally presented as the phishing mails. I still can’t believe that a bank could be stupid enough to send its customers emails with live links to online forms that ask for secure information. It’s taken them over two months to fail to open an account properly. In the meantime, people have been walking up to me in the street, incredulous that I’ve moved to Lloyds and telling me how much they hate them. So we’ve decided to sue for peace and stay with the Hong Kong and Shanghai Blitheringfools Club.

Then I posted about the furniture cleaning company man being impressive. So impressive that when it came to the day of the actual cleaning, they didn’t turn up. They had decided they didn’t want to do the job. Their parent company, meanwhile, managed to lose a silk throw that was sent into them for dry cleaning, with much attendant unpleasantness and a week’s worth of hysterical phone calls from a ranting Sarah. The upholstery team eventually did turn up, just at the wrong time, and destroyed the afternoon although, and let us be thankful for small mercies, not the sofa.

So when Axa insurance sent me an SMS reminder to renew my car insurance, with my policy number in the message and their call centre number so’s I could call then and there to renew, I vowed not to post anything about being impressed. When the call centre took the call, dealt with it effectively and efficiently and renewed my policy on the spot, I promised myself that I would preserve the silence of the confessional. When the documents turned up on my desk, delivered by courier the next day as promised by the girl in the call centre, in order and perfect in every respect, I finally snapped.

It’s safe to post now.

*SNAFU is a great acronym, BTW. Just in case you didn’t know, it stands for Situation Normal All Fcuked Up.

Is It Any Wonder People Have It In For Bankers?

Image by TW Collins via Flickr

The scene. A shop. Quite a noisy sports goods shop playing pump it up let’s get this fitness ting movin’ music. Sarah is trying to get me to make the decision between the black trainers with the black stripe and the black trainers with the pink stripe for her. The mobile rings.


“Hello, Alexander McNabb.”

“Hello?”

“Hello!”

“Hello.”

“What do you want?”

“Is this Alexander McNabb?”

“Yes, it is.”

“This is HSBC customer service.”

“And?”

“Hello?”

“Hello.”

“I’m calling regarding the issue you had with a transfer. You raised a customer support issue with Internet banking.”

“Right...”

“I need to ask you some security questions.”

“Okay.”

“What accounts do you hold with us?”
(told her, not telling you. Not that I don’t trust y’all, ye understand)

“What is your current balance?”

“I have not got the faintest idea. Not a clue.”

“Well, what was the last transaction on your account?”

“I couldn’t even begin to tell you.”

*desperately* “What is your date of birth?”

“Fried eggs and ham.”

“Thank you. You had an issue with Internet banking. I’m just calling to help you.”

“What issue? I don’t remember an issue? When?”

“About ten days ago. You had an issue with IBAN numbers.”

“Oh, Lord, yes! I remember now! You require an IBAN number on transfers to the UK but there’s no field specifying that you need an IBAN number on the online form.”

“We now require an IBAN number on transfers to the UK. You can insert this in the ‘comments’ field in the online transfer form.”

“I know that now. I had to call your call centre to find out and then I asked the call centre person to escalate the fact that there’s not actually a field in the form that requests an IBAN number. That was my problem, you see? If you require a critical piece of information to complete a process, you actually need to ask people to insert that information in an appropriate field, marked, for instance, ‘IBAN NUMBER:’.”

“Yes. You have to put it in the comments box on the form.”

“But that’s my issue! How am I supposed to know that I need to put the IBAN number in at all? By osmosis? By a process of miraculous information transfer? Holes opening in the space-time continuum? How simple is it to put a field on the form that says: IBAN NUMBER:?”

“I apologise, but that is not possible at this time.”

“Oh come on! Of course it’s possible! A badly trained macaque of below average capability could add a field to an HTML page in less than ten minutes. Instead, they got you – a call centre operative with about as much chance of influencing any policy decision regarding your bank’s woeful inability to make its systems even marginally fit for purpose as I have of winning the UK national lottery – to call me and say sorry but it’s broken and we’re not going to fix it.”

“I do apologise. I can put a request to escalate this with Internet banking.”

“They pushed the whole issue down to you! Are you going to escalate it to them so that they can push it back down to you so that you can call me to tell me you’re sorry that the issue about the issue regarding the problem I had is still an issue?”

“I’m sorry.”

“Let’s face it, you have absolutely no ability to escalate any issue whatsoever, do you? All you’re going to do is repeat sorry until I stop shouting, aren’t you?”

“Sorry.”

“Why don’t we end the call right here? I don’t have to be rude to you and you don’t have to listen to a rude and angry customer and we can both get on with our lives without the irritation and frustration of this call and your Internet banking form will continue to lack a simple input field requesting information that is crucial to the process in question.”

“Is there anything else I can help you with?”