Don’t close my account
I need Gulf News’ assistance regarding my postpaid mobile phone connection with etisalat.
I signed a two-year contract with etisalat. I then left the UAE in August 2014, and gave my number to my friend to use it locally. Without telling me, etisalat cancelled my plan. I had a bill of approximately Dh400 at the time, but the very next month, my plan was changed before the end of my contract of 24 months. Etisalat started charging me Dh50 per month as a rental fee.
They terminated the contract without informing me, but I did not have too many pending bills. As per the customer service department, I had more than three outstanding bills, which is wrong. Now they are asking me to pay the remaining contract amount when the contract has not ended or been terminated by me.
Now that I have returned to the UAE, I would still like to use the same number and pay my first outstanding bill of approximately Dh400 and the Dh50 monthly rental, and continue the same plan as per initial contract.
From Mr Mohammad Saqib Tamburi
Dubai
The management of etisalat responds:
Kindly note that the case is resolved.
The customer applied for the Bonanza plan in November 2013 for 24 months, and due to the deletion of it without the customer’s request, he was penalised for the exit fee of Dh2,250.
Final outcomes:
1. We have refunded total existing charges.
2. Dh1,410 is to be debited for device instalment for the remaining months.
3. Dh150 has been refunded for the monthly rental as no usage was found.
4. The customer has been contacted and updated.
5. The customer was informed that if he is willing to reissue the Sim card again, he needs to update us to refund the reconnection charges as well.
(Process initiation: April 28. Response from organisation: May 7. Process completion: June 16.)
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