I have an issue with etisalat and after many complaints and follow ups, the problem still persists. I was holding an eLife connection and cancelled my services from Dubai due to my residence relocation to Ajman. I opened an eLife connection in Ajman and I used to pay my bills through online banking. A few days after cancelling the eLife connection from Dubai, I paid Dh400 towards the outstanding amount (which is Dh436) in my cancelled account, to clear the dues. However, it was not deducted.

I raised a complaint with the customer care of etisalat by visiting their Al Twar business centre. They told me that my previous eLife account number was now in another person’s name (new customer) and the amount has been credited to his account. Then, they advised me that to revert the amount, I would need to send an email to care@etisalat.ae to put up a complaint. I did the same and sent my ID proof, bank statements and passport copies to them.

They replied again and again by email, asking for proofs and bank statements, which I had already sent them through my initial email. Then, they sent an email stating that the complaint would be resolved in seven working days and that they had escalated it to the concerned department. I then had telephone follow-ups with them and the answer was always the same: “We have escalated the complaint to the concerned department, and it will be resolved in seven working days”. Now, it has been almost two months and nothing has happened.

Gulf News, please help me get my money back.

From Mr Mohammad Sabeer Abdullah, Ajman

The management of etisalat responds:

The case is resolved and closed.

The complaint in brief: The customer requested to transfer Dh400 to his new account, which was paid wrongly to his ceased account.

The final outcomes:

1. Dh400 has been transferred to his new account, as per the customer’s request.

2. The customer has been contacted and updated of the same.

Mr Abdullah responds:

Yes, the case has been resolved and the amount of Dh400 was debited to my current account. I am very thankful to Gulf News for its seamless support. Keep up the good work.

(Process initiation: December 16. Response from organisation: March 2. Reader confirmation: March 3.)

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