Reader charged incorrectly

Wrongly charged

I believe that Gulf News is doing a good job, and so I am writing to the newspaper with regards to my eLife Triple Play account.

Starting from April, I was wrongly charged in my monthly bill for Dh500. I called etisalat’s customer service and they confirmed that I was wrongly charged and the amount would be reversed, but unfortunately it did not happen and to my surprise, further incorrect billing occurred.

Their customer service kept giving me confidence that the amount would be reversed and they would not disconnect my network.

On July 1, I noticed that the total wrong billing had reached around Dh2,700. I registered a complaint with their customer service, but until June, no action was taken, and my eLife account was suspended due to over billing.

I continued complaining to etisalat’s customer service and they said I would have to visit their business centre to resolve the issue. Upon reaching the business centre, they said that since I had registered a complaint, they cannot take action unless it is closed from customer care.

With so many arguments with their business centre and customer care, I failed to get my amount reversed and my channels continued to be suspended for two weeks, although I had paid for that month already.

Finally customer care advised that I pay Dh1,050 to get my connection back and by the end of July, the amount would be reversed.

Hence, I was forced to pay Dh1,050 and an extra Dh25 for re-connection, for something that was not my fault.

Even by September, the amount was still not reversed and I am afraid that together with the month’s bill, the amount will reach above Dh2,000 and I will be forced to pay the minimum to get my channels working.

I request Gulf News’ help to resolve the matter and I feel that etisalat’s service has really become worse.

From Mr Harish Bhatia

Dubai

The management of etisalat responds:

Kindly note that the customer’s issue was resolved.

Mr Bhatia responds:

I got a call from the etisalat’s customer service and they confirmed that the matter is resolved and the amount has been reversed.

Thanking you for this help. The matter was pending with etisalat for six months and I was forced to pay. However, all is well now. I appreciate the effort.

(Process initiation: September 23. Response from organisation: October 12. Reader confirmation: October 14.)

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.