Charged for cancelled package

It has now been over four months and I’ve sent 20 reminders, but my complaint against etisalat has not been resolved. I disconnected my eLife Triple Play and converted to eLife Double Play in May, 2014. Since that time, there has been an additional charge of Dh300.64 in my account every month. I have been calling the 101 customer service line but they could not help and finally they told me to visit any branch for further resolution.

I visited etisalat’s Al Wasl branch to raise a complaint regarding the billing discrepancy on August 25. The staff was very helpful, but could not resolve my problem and hence raised the complaint with the relevant department. I was told that within seven days the issue would be resolved.

Months have passed and I have been following up with their customer service department, but all I get is their standard reply that they have escalated the issue to the concerned section.

I request Gulf News to please intervene and help me resolve this complaint.

From Mr Ayub Khan

Dubai

The management of etisalat responds:

The case is resolved and closed. The customer complaint was valid. The Dh400 has been refunded and the customer has been contacted and updated.

Mr Khan responds:

I have been chasing etisalat for the past six months and thankfully they contacted me after Gulf News’ intervention and refunded the amount. I would like to thank the team for taking up my case and getting it resolved. Excellent community service.

(Process initiation: January 13. Response from organisation: January 21. Reader confirmation: January 28.)

Lighter load

I would appreciate Gulf News’ support in helping address my concern to the right team at Emirates airlines. My complaint is as follows:

• On October 29, 2014, while travelling from Chicago, US, to Dubai, on arrival at Dubai’s airport, I immediately reported my baggage issues. There was basically a difference of 12 kilograms of baggage from what was recorded in Chicago and what was weighed here at Dubai International Airport.

• It has been nearly 45 days now and the airline is unable to either compensate me or revert to me with investigation findings. Please help.

From Mr Imran Malik

Dubai

The management of Emirates responds:

We appreciate Mr Malik’s concerns and can assure customers that Emirates takes all measures within its control to ensure the security of our customers’ belongings. This includes regular reviews of all handling procedures. In Mr Malik’s situation, the case was governed by an International Treaty known as the Montreal Convention 1999, which has been ratified by the countries where he began and ended his journey. Mr Malik’s case has been diligently handled by our Dubai Customer Affairs office and he has accepted compensation. The case is now closed.

Mr Malik responds:

Yes, it has been resolved. Many thanks.

(Process initiation: December 5, 2014. Response from organisation: December 7. Process completion: December 25.)

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.