It has been nearly 6 months since I lodged a complaint to Etisalat pointing out that in spite of availing a 1 year post paid contract plan wherein I was supposedly offered “200 International Minutes” for free, on receiving my detailed bill, I found only 30 minutes free and the remaining had been charged to my account.
I lodged a formal complaint with Etisalat on September 8 and followed up with them many times, via phone and emails. However, apart from not solving this issue and reimbursing me with the money which was collected from me for wrong billing, Etisalat removed the 30 minutes of free calls.
Now, I am being billed for each and every call when it is all supposed to be within my free limit of 200 minutes. It’s quite insulting when a customer is made to shuttle between the head office and customer service since neither of them could provide me with a solution.
Customer service replies to my calls by telling me to visit the main business center and the business center, after making me wait in line for hours, tells me that the issue is with the financial department in Dubai. They told me to follow-up with customer service instead. Imagine following up for 6 months now!
I kindly request Gulf News to check with Etisalat’s concerned department since I have been paying unnecessarily to the tune of Dh1,000 each month.
From Mr Ancy Mathew
Ras Al Khaimah
The management of Etisalat responded: Kindly note that the customer issue was solved.
(Process initiation: March 2. Response from organisation: March 10. Process completion: May 19)
