Charged, but I followed instructions!
I called etisalat customer care (101) on October 30, 2014, to inquire about which etisalat office I should visit to place my account cancellation request, a month in advance. Their customer service department informed me that one month’s notice was not required for this particular account. I asked the agent to reconfirm and he did, after placing me on hold. This has been accepted by etisalat from their call recordings.
On November 29, I visited the etisalat kiosk in Abu Dhabi Mall, where the representative accepted the final payment and confirmed my line would be disconnected within two hours. I asked him if they could keep it active until the next day, since it was the last day of the month, but he declined, stating the billing is accrued and cannot be extended by a day.
I received an etisalat bill of Dh250.37 for the consequent month of services that I never used — this was appalling to say the least. Multiple official email requests and complaints to etisalat have fallen on deaf ears as they fail to comprehend the customer’s perspective.
The repeated resolution stating a one-month policy is in place for the past however many years, needs to be communicated internally with their staff and not the client, who is given incorrect information.
What wrong have I done, after following instructions on the recorded call?
From Mr Mohit Gulati
Abu Dhabi
The management of etisalat responds:
Kindly note that the customer’s issue was resolved.
The complaint in brief: The customer requested a refund of Dh259 from the one-month notice, which he has been charged. As the customer called 101 on October 15 and November 29 from their mobile phone and got the information, no notice was required for cancelling Al Shamil.
The final outcomes:
1. The customer has been refunded.
2. The customer has been contacted and updated.
Mr Gulati responds:
Yes, thank you Gulf News, so very much! The issue is resolved and I appreciate that the newspaper provides this channel for us to voice our grievances.
(Process initiation: March 16. Response from organisation: April 5. Process completion: April 29.)
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.
