In August 2015, an etisalat telesales representative called and offered me a Samsung 6 Edge with a two-year contract. I said that I actually didn’t need the device, but if they would give me a 2GB data package for free along with the device, then I would take it. Then the salesperson promised me that he would give me the 2GB data package. But when I received the device, there was no request for data package. So, I sent an email to their telesales department, addressing it to the salesperson who promised to give me 2GB data package. As per etisalat customer care, no request had been raised for a data package. I replied to the email, and asked them to kindly cancel the contract if there was no data package and to take back the device but the telesales officer who promised to give me the data package replied and confirmed that the 2GB data package would be added in my package — they just needed a little more time. After that, I keep sending them reminders but didn’t receive any reply or action from the telesales team.

After nine months, I still haven’t received any reply from etisalat. I decided to switch to du with the same number. But etisalat sent me a bill of Dh2,878 for the device charges. I raised a complaint with etisalat and visited three of their offices but they didn’t want to listen and they didn’t resolve my issue.

Kindly note that several times, the complaint was raised and closed without any solution. When I filed the complaint with Telecommunications Regulation Authority (TRA), only then did etisalat customer care team offer me Dh878 for compensation and advise me to pay Dh2,000. Why did I need to pay for the device, which was sold to me with the wrong commitment and only to achieve their sales targets?

From Mr Sajid Abbas Syed

Dubai

The management of etisalat responds:

Thanks for bringing Mr Syed’s concerns to our attention. Mr Syed bought a Samsung S6 Edge with 32GB capacity and 2GB data package. However, the package was not activated even after the customer started using the device. Now that Mr Syed has cancelled his connection, there is an exit charge payable by him and no refunds can be made in this case. Etisalat has offered to give him a save offer for two mobile numbers along with a save offer for a landline. However, he has refused to accept any of these offers and therefore no further action can be taken in this case.

(Process initiation: June 29. Response from organisation: July 19.)

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