Excess charge

Based on my complaint of a faulty setup box, a technician from etisalat visited my house on April 12 and April 14. He changed the setup box twice and took back the old setup boxes.

On May 4, I registered a complaint with etisalat on 101 regarding the excess charges unduly charged to my account. About 16 days later, I received a call from etisalat’s customer care. They accepted their fault and assured a reversal of Dh1,400 in the June statement.

In July, I returned from my vacation and checked the account — the reversal of Dh1,400 had yet not happened. I called 101 and paid my legally due amount of Dh810.60 (total due without the Dh1,400) and registered another complaint.

Three times after that, I made follow-up calls to 101 regarding my complaint.

Then, on July 20, I visit the nearest etisalat customer care centre in Al Twar. An executive assured me that action would be taken by 8.30pm on the same day. I called 101 again to check the status of the complaint and was told that my account is on the “final stage of warning”, as I had not paid the Dh1,040 minimum amount. At this point, the account would be permanently disconnected or deactivated. Based on assurance from etisalat that my complaint will be resolved, I paid Dh1,040 as the minimum amount.

On August 11, I received a big surprise from etisalat as they informed me that my complaint was closed on August 6, with a note: “No abnormalities found”. I was shocked to hear such a statement and narrated the entire case to a customer care representative. The agent apologised for the inconvenience and again registered my complaint.

Till today, I have had no call from etisalat. They keep assuring me that the adjustment will be done in the next month’s statement without any action taken.

Please help me get the refund amount of Dh1,400, which was excessively charged to me without my knowledge.

From Mr Mepperla Srinivasramanujam

Dubai

 

The management of etisalat responds:

Kindly note that the customer’s issue was resolved.

 

Mr Srinivasramanujam responds:

Thank you for your valuable support. I finally received a call from etisalat to confirm the credit/refund of Dh1,400. When I checked the status online, there was a credit of Dh1,400 under “adjustment amount” in my account. I would like to thank Gulf News’ team for all the support extended to me in this matter and ensuring that the complaint is resolved through their best practices.

 

(Process initiation: August 19. Response from organisation: August 25. Reader confirmation: August 13.)

 

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.