Unfair charges

I have been using etisalat services for the past nine years now. In January 2014, I was charged with an additional amount of Dh100 for two data plans, which I haven’t utilised.

I sent a message for cancellation and the same was accepted. I also raised the issue with their customer care platform, and was told to go to etisalat’s Business Centre. After almost one hour of queueing up, I was able to speak with a representative who admitted the mistake and took my complaint down. He informed me that it would be resolved within 48 hours and I would receive a refund. However, nothing happened; no one called or did anything about it. I have called etisalat a minimum of eight times via their customer care number, but every time I am put on hold.

This matter, which happened in January, is still not resolved, even after 10 complaints and constant follow-ups. I have not paid the Dh100 as per the bill, so I keep getting a bill with the additional Dh100.

Again in May, I was charged with Dh200 rental wherein my rental charge is only Dh100, including Dh50 rental and Dh50 data plan. I have finally decided to use this number and not pay the bill so etisalat will contact me for payment. I hope Gulf News will help me in resolving this issue.

From Mr Prajay Bhagat, UAE

 

The management of etisalat responds:

Kindly note that the customer’s issue was resolved.

 

No sign of card

If one applies for a credit card, how long should one wait for it? I am on day 36 and still waiting!

With Emirates NBD, I have been approached by different salesmen and several sales coordinators, faced endless calls for information verifications during work and at night, and then they sent me a wrong credit card. To replace it is another huge task.

I have agreed to pay Dh700 annually, but for some reason, the salesperson insisted on selling me a free credit card. I personally don’t need a credit card, but due to the personalised cards that they issue, I have agreed to pay money.

Now, I am in a position where no one is calling me to update, or answering my calls. When I called their call centre, no one was aware on how to resolve the issue.

In my last request to them, I asked them to return my documents rather than having to go through compiling documents all over again, but they refused. Is this reasonable?

From Mr Ayman Mohammad Esmail, Dubai

 

The management of Emirates NBD responds:

We are pleased to inform you that our Group Customer Experience team has been in touch with Mr Esmail and has resolved the matter to his satisfaction.

Furthermore, we wish to confirm that our team looked into Mr Esmail’s concerns and provided him with the necessary clarifications relating to the delay and the issuance of the wrong credit card. We have offered Mr Esmail our sincere apologies for any inconvenience caused, and have reiterated our commitment towards continuously providing superior service to our customers and improving our service standards. Emirates NBD appreciates its customers’ feedback and will take every opportunity to further review and enhance any internal processes that require attention.

Once again, thank you for your relentless efforts in providing us with the opportunity to further assist our customers.

 

Mr Esmail responds:

Thank you Gulf News, for the intervention. It certainly helped sort the issue out.

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