Double billing

This is regarding wrong billing by etisalat. My mobile number has had a post paid connection for so many years. In March, when I travelled to India, I subscribed for a Roaming Combo Pack, which was billed Dh500 in the same month and also in April, which means double billing for a single combo pack. I made a complaint by calling 101 on May 8. Despite repeated calls, the issue remains unresolved. Every time I call 101, I get the same explanation that the issue has been forwarded to the higher authorities to rectify.

I travelled to the US in May and again I had to subscribe to another Roaming Combo Pack, which was charged Dh500 in May bill and another Dh500 in June bill as well, for a single combo pack. I was shocked to see Dh1,000 charged wrongly on my mobile number. Again, I called 101 to sort out the issue as my total outstanding became pretty high with the Dh1,000 wrong billing, apart from the regular usage charges on my number. I did not pay this wrongly charged bill and it remained overdue as per their records and was carried forward in the subsequent bills till August. I am receiving regular threatening messages from etisalat demanding to pay this unfairly charged amount or face disconnection. I have exhausted all my options to resolve this issue through their customer support. I am writing this email as a last resort to get it resolved. I am fed up with their customer service and expect Gulf News to do something to resolve my problem and I also expect them to reverse the wrongly billed Dh1,000 with immediate effect. Hope I would receive the inevitable support and co-operation from your side.

From Mr Faisal Mohammad Ali Parambil Peedikayil

Dubai

The management of etisalat responds:

Kindly note that the customer’s issue was resolved and the customer was updated.

Mr Peedikayil responds:

I am extremely delighted to inform you that I received a call from etisalat’s customer service, intimating me of the reversal of the overcharged amount on my mobile number. I am incredibly overwhelmed by the way the issue has been resolved by etisalat because of Gulf News’ intervention in spite of me following up the case for the last six months. My sincere gratitude to the entire team of Gulf News for making this happen in a very short time. Hats off to all of you for standing behind the readers in resolving such issues.

(Process initiation: September 25. Response from organisation: October 6. Reader confirmation: October 7.)

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.