I have been using an etisalat landline number for a long time and have subscribed to their international calling plan, which includes 2,000 minutes of free calls to my home country every month.

At the time of enrolment, it was communicated to me as per their terms and conditions that if my usage were to exceed 50 per cent, 80 per cent and 90 per cent of 2,000 minutes, I would receive a notification on my email and mobile number to alert me about the usage.

Last month, I didn’t receive any notification from them regarding my usage and I have been charged Dh1,200 in my bill, which they refunded after my complaint. This month, I faced a similar issue but they have absolutely refused to waive off the charges. Instead, they asked me to call etisalat every day to check the consumption, which is not at all possible for any client.

If etisalat cannot follow their terms and conditions, which is mandatory for every organisation, then what is the use of providing such false promises to the client?

I request Gulf News to please take this issue up with etisalat and get my money refunded, which they charged because of their own fault, by not sending me any notification.

From Mr Arjit Kapoor

Dubai

The management of Etisalat responded:

Thank you for bringing Mr Kapoor’s concerns to our attention. Etisalat customer service team would want to apologise for all the inconvenience caused. Due to a system error, Mr Kapoor was unable to receive notifications on the number of minutes used in the offer. The extra international direct dialing (IDD) charges will be refunded in the July billing. He was contacted by the customer service team and the case is closed as there is no further action required.

Mr Kapoor responded:

Thank you very much for the help. I must say Gulf News’ support really helped in a big way and etisalat has confirmed regarding the refund.

(Process initiation: August 11. Response from organisation: August 23. Reader confirmation: August 28.)

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.