Settling matters
On December 23, 2013, I submitted a letter to etisalat to disable our private branch exchange (PBX) system and multiple phone lines. The sales staff asked me to settle the bill first, which I did then and there. The staff member who acknowledged the letter assured me that it would be done.
However, even now, our service request has not been processed and our phone has not been working. From December 28, 2013, until today, I have called 101 and complained to them more than six times. Each time I called, the reply I got was: “Yes, I can see the complaint and it will be resolved soon.”
They also asked me to visit the etisalat office again and to re-submit the letter, which I did two weeks ago. The same day, an etisalat staff member, who received a copy of my letter, called me and said there was a technical issue and it would be fixed soon.
Later, when I called 101 and spoke to a customer care representative, he said I had an outstanding bill to settle.
I asked him why we should pay a bill for a service that had not been provided?
He said their billing service was automatic and requested me to clear the bill, as the system showed a message: “Connection on hold due to non-payment.”
I informed him to please add to the complaint that we did not get the service and to mention that we cannot pay for something we did not use. He informed me that I should visit the etisalat business centre again.
I wonder if anyone etisalat’s ‘Quality Training Department’ listens to customers’ concerns, as each time I called to complain, they stated that our conversations are being recorded for quality training purposes.
Gulf News, please help us to get our phones working and also help clear the bill for a service which we never got.
From Ms Nasuha Kitchil
Abu Dhabi
The management of etisalat responds:
Kindly note that the customer’s issue with etisalat was resolved.
Ms Kitchil responds:
Thank you so much for your great help. Finally, an etisalat technician visited us and solved the issue. A couple of staff members have been calling me since last week regarding the issue, and they followed up over the phone until it was finally resolved. I really appreciate Gulf News’ efforts in helping me fix our landline. Keep up the good work.
False bills
Initially, I had subscribed to a 8 mbps internet package for Dh320 monthly. One day, I got a call from the marketing team saying that I to pay Dh20 extra and they will add a basic TV package and upgrade my internet to 10 mbps. So, as per agreement, I was expecting a bill of Dh340. The first month, I received a bill of Dh570 and since then, I am getting a bill of around Dh400 every month. I raised a complaint with Etisalat in September 2013 and since then, I have followed up with customer support and they repeatedly state that the case has been forwarded to the concerned department and that they will get back to me. Every month, they are billing me an extra amount and I have to pay it. I would really appreciate if you can look into this and help me out. Looking forward to get this issue sorted out at the earliest.
From Mr Sameer Bengre
Dubai
Editor’s note: The complaint was forwarded to Etisalat for comments. However, despite repeated reminders, Etisalat management did not respond.
Mr Bengre responded:
I received the refund, however, the explanation was not clear. I requested to see the calculations and exact billing but have still not heard from them. Next month’s bill is still unclear.
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
