Still waiting

I am writing to you to bring to your attention the following issues I am facing with etisalat.

I have an eLife Triple Play connection with etisalat. I subscribed to it in October 2012 and was told that a few packages are free for six months. Therefore, I subscribed to Zee Family HD package.

Exactly after six months, I cancelled the package. However, to my surprise, I was charged Dh195 in my April bill for the six months that were supposed to be free. I made several calls to the customer care centre and was told the charge was incorrect and would be reversed, but till date, nothing has been done.

To add to my misery, I got the February bill by e-mail on the March 9 and saw that I had been charged Dh15 for February and Dh15 for March for Norton Anti Virus, which was free.

Upon calling the call centre on the same day, I was informed that they have started charging for the same. I protested that how can this be done without informing customers? They stated that customers have been informed.

I asked them to cancel the request and refund the amount. The request was done on March 9 and I was told it would be completed within 48 hours. When this was not done, I called again on March 13 and logged a complaint. I was told that it would be closed as soon as possible. But till date, nothing has been done.

This is really frustrating, as getting through the call centre is a pain and nothing seems to get done.

I request Gulf News to take up this matter with etisalat and help me get a refund for the excess amount charged by them.

From Mr Amit Khorana

Dubai

The management of etisalat responds:

Kindly note that the customer’s issue was resolved.

Mr Khorana responds:

The charge of Dh195 has been reversed along with the Norton Anti Virus Charge for March 2014. Thank you Gulf News, for the assistance regarding this. However, I see that etisalat has again charged me for Norton Anti Virus, despite confirming that the service has been cancelled.

The management of etisalat updates:

Kindly note that the customer has already been refunded Dh30 for February and March. April’s rental charge will appear in his bill in May, because the correction was done at the end of April. So the customer can check his June bill to confirm that all issues have been sorted.

Mr Khorana updates:

Thank you for the follow up.

(Process initiation: March 25. Response from organisation: April 1. Reader confirmation: May 19.)

Editor’s note: Do you have similar issues that you would like to raise with us? You can write to us at readers@gulfnews.com