Fraud transaction
In March 2015, I moved homes from Sharjah to Dubai. When I applied for a home internet connection from etisalat, they said I have a bill pending around Dh4,152. When I asked what it was for, they replied: “You took a phone on contract from etisalat and did not pay.”
I told them I never bought a phone contract from etisalat. They asked me to visit etisalat’s branch with a valid ID and passport to get rid of this wrong bill. So I went there and at the counter, they said they had taken the amount off my account.
After a few days, when I applied for home internet, they said my bill was pending, which I would need to settle first. I told them about the wrong billing and said that I had already visited etisalat’s branch. They asked me to email my complaint to customer care. I have done that, but there has been no response. I only received a call from the call centre stating that the wrong bill had been taken off from my account. But till today, I am receiving text messages asking me to pay my outstanding bill. It’s been three months. I have sent etisalat several emails, but have had no result.
Please help me sort out this wrong billing, as I suspect someone else has taken my documents and it is a fraud case. My question is — why didn’t etisalat check my documents and signature before issuing a phone contract to the wrong person? What should I do in this case?
From Mr Jodha Singh Shekhawat
Dubai
The management of etisalat responds:
Kindly note that the customer will not be accountable for any amount charged on the number. We have tried contacting the customer to inform him about this, but his mobile phone was switched off.
(Process initiation: August 23. Response from organisation: September 30.)
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