I have an unresolved issue with etisalat, despite several complaints.
I am using two mobile phones — one is a company-provided phone (phone A) and the other is for personal use (Phone B). I have etisalat packages on both phones.
Recently, I travelled to Canada with phone A and was charged Dh2,147 for a roaming outgoing call to phone B (in Dubai) for three hours and 46 minutes. The bill has been paid.
But I raised the matter with etisalat, supporting it with a copy of the bill, and the incoming call log of phone B, which showed the call duration as 15 minutes and one second.
Etisalat Business Care replied saying the call was valid.
Subsequently, I requested incoming call details for phone B, to which they replied they have no access to incoming call details, but it can be retrieved from the phone memory, which I already did — it shows 15 minutes and one second duration.
I visited their customer service centre and provided details for both the phones.
An etisalat representative called me back the next day and gave me the same reply — the call was made and the charges were correct. He didn’t have an answer to my question on discrepancies in outgoing/incoming call durations of the two phones.
I received a text message saying the complaint is closed, but it is far from resolved.
I request Gulf News’ intervention to resolve this issue and get these exorbitant charges reversed. I am sure etisalat functions in a professional manner and they will look into this issue with sincerity.
From Mr Shailesh Kumar Vaidya
Dubai
The management of etisalat responds:
Thank you for bringing Mr Vaidya’s concerns to our attention. Etisalat customer service team would want to apologise for all the inconvenience caused. After investigation, our team has confirmed that the call were made and this was also confirmed from the operator based in Canada. The picture provided from customer’s mobile device cannot be considered as proof and additionally, the incoming calls record requested by Mr Vaidya cannot be provided, as per government regulations. Call records are only provided in special cases to government authorities. The customer was contacted and updated on the same. The case is closed.
(Process initiation: August 27. Response from organisation: October 5.)
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.
NOTE: Two promo-boxes needed for complaints
1. Fraud Transactions
Reader complained to the bank about fraud transactions and was resolved by the management.
2. Ticket refund
Reader wanted refund for cancelled tickets. Resolved with airlines.
