Calling for service
In September 2013, etisalat decided to move from eVision connection to eLife. They did this on their own, and I believe customers were not even informed. One fine day, our TV showed a connection error. When we called up 101, we were told that all eVision connections have to be converted to eLife, hence we were asked to hand over the old receiver to the nearest business centre so that they could provide the new connection material. We did this and they opened a new account for us. We waited for a few days, but nobody showed up for the connection. We complained to etisalat and they told us that they would close the account and once again open a new account for us, which they did.
In December, we came to know that the installation charges of Dh270 for the old account is still showing as ‘pending’ under my name. We visited etisalat’s office in Al Nahda, Sharjah, to lodge a complaint to reverse the charges, as this account was never used. The representative told us the complaint has been logged and we need not visit the branch again - that this would be solved.
After a few days, when I called up etisalat, we came to know that nothing has happened and I would need to pay Dh270. I narrated the whole story to the customer service representative from 101 and he raised a complaint, saying I would get an update once the matter was resolved.
On February 6, 2014, our current account of eLife was also disconnected due to the non-payment. I went and paid the regular monthly charges and waited for the system to restart, but even after three or four days, it remained inactive. So I called up 101 again and they told me that due to non-payment of Dh270 (on the old account) they had disconnected the current connection. We told the representative the whole issue, and she told us to visit an etisalat branch as she could not help us.
On February 15, I went to the etisalat office in Al Nahda again and they told me this matter could not be resolved from the branch; this is the problem of 101. So I called up 101 again, to which they told me that someone from a higher authority would call me because my case is genuine and I shouldn’t be charged for this. I felt happy while waiting for the call. Guess what happened! My etisalat mobile phone number got blocked! When I called 101, they told me it was due to the non-payment of that account - all related accounts were frozen.
I am tired of going to the branch and calling 101. I am helpless trying to figure out how to get out of this situation, as I can’t find a way. I am unable to use my number and am missing important calls. Can Gulf News please help me out with this?
From Mr Em Bahadur Gurung
Sharjah
The management of etisalat responds:
Kindly note that the customer’s issue was solved.
Mr Gurung responds:
My connection was sorted. Someone from etisalat called me up and asked me to visit the branch, which I did, and two days after my visit, the connection was restored. Thank you Gulf News, for the help provided.
(Process initiation: February 17. Response from organisation: February 18. Reader confirmation: February 24).
Undue charges
I would like to complain about an extra amount charged to my account with relation to my voice mail services, which I never requested or used. I travelled to my home country (Pakistan) on December 21, 2013 and returned to Dubai on January 5, 2014. During my stay in Pakistan, I received two calls for maximum one to two minutes’ duration while I was on roaming service, which was activated free-of-cost for my line as per du’s message.
When I came back and checked my bill, I was charged about Dh206.40 as international roaming outgoing call charges. But I didn’t make any outgoing call at all! I complained over the phone and after four days, got a reply that it was due to my voice mail box service. I was amazed by this information, because during my whole stay, I never listened to my voice mail box. I asked the customer service representative why I got charged but the person could not provide a satisfactory reply and it seemed to be some kind of technical problem.
I would like to request du to reverse the overcharged amount to my account so I can clear all my dues with the company. I am using the du elite plan in various denominations for more than two years. However, now I am really disheartened by the situation and the billing issue.
From Mr Mohammad Jamil Mohammad Aslam
Dubai
A spokesperson from du responds:
Customer satisfaction is our highest priority. We have spoken to Mr Aslam in light of his query, and have amicably resolved it. We apologise for the technical error, and will endeavour to continue providing the highest standard of customer service.
Mr Aslam responds:
Thank your Gulf News for your support and consideration, I really appreciate it. Yes, I received a call and e-mail from du and they will return the amount to my account. Even though it was a small amount, the matter needed to be addressed to avoid such issues in the future. I am thankful to the entire Gulf News team.
(Process initiation: February 12. Response from organisation: March 11. Reader response: March 13).
Over finance charges
I have been using a Barclays Bank credit card for almost five years. I never missed payments at the start. However, recently, I have been busy with work commitments and missed a few payments. I understand that if I miss payments, I will be charged with a late payment fee and a charge on my outstanding payment.
Several months ago, I received the monthly statement and my outstanding for that month was Dh14,933 (before the deadline). I made a payment of Dh14,900. I did not pay an additional Dh33 because the Barclays machines won’t accept the exact change. Now, to my surprise, in the next month’s statement, I was charged Dh499.50 as finance charge. I called Barclays and they confirmed this, saying I had paid late and this was just an interest charge, since I did not pay the full amount.
Why should I pay Dh499.50 on an outstanding of Dh33? I am a chartered accountant working in a bank; I am sure none of the bank’s staff members can act this badly towards their customers by charging so blindly. Upon calling them, they told me that their finance charges were calculated correctly. I raised a complaint and they reversed 50 per cent of the charges; however, Dh250 was still charged on a non-payment of Dh33 (out of a total of Dh14,900). This is still more than 750 per cent monthly interest.
Although I have already paid this amount and do not hope to receive it back, I would appreciate if this can be raised for the benefit of all the readers, and I would like to know what Barclays has to say about this. Even if this is their policy, it should be told to readers so they know the truth.
From Mr Adnan Mithani
Abu Dhabi
The management of Barclays responds:
With reference to the complaint from Mr Mithani, kindly note that the customer’s request has been addressed. Our customer care department reached out immediately to Mr Mithani and updated him with the resolution. He is currently satisfied and agreed to close the complaint. Mr Mithani has no further concerns.
(Process initiation: February 16. Response from organisation: February 19. Reader confirmation: February 19).
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
