I was contacted several times by etisalat at the end of 2015 to change my telecom provider – I had a contract with du. In January 2016 I received a very nice offer for Dh99 for 370 local minutes, 130 international minutes, 130 flexible SMS and 2GB of data. I decided to switch to etisalat and signed an application form on January 18, 2016.
I only received the entire package at the end of the month after several mails and telephone calls. Nobody was aware of this special package! Anyway, apart from the fact that I was charged Dh100 and not Dh99 for the entire package (for which I do not argue), on June 30 I received the following message: “Dear Customer, your 2GB free data add-on has been expired. For Etisalat subscription of Etisalat data packages please contact your account manager.”
Since then I have been struggling with them, opening several complaints, as I was not aware that this “offer” was only for six months. Neither the contract nor the different people I spoke to stated that the 2GB was only for six months. Etisalat cut the 2GB after five months and eight days.
On June 30, 2016 I filed a complaint, but it was suddenly closed after two months as they said that nobody answered the phone.
Another complaint on July 15 closed on August 22. A third complaint on September 1 closed because they provided me with a document in which the retention period is mentioned. This document, which etisalat cannot provide entirely, has never been signed by me. This is more proof that I was not aware of the six-month retention period and, moreover, that they made up documents internally.
What I ask is to have my 2GB and compensation for having lost time and money on the phone with them (several hours).
From Mr Serge Gochely
Abu Dhabi
The management of etisalat responds:
The customer issue was solved and he was already informed. We called the customer and customer was complaining that they didn’t inform him that he will get 2GB of free data services for MNP Retention for six months and the concerned team added 2GB for 12 months on October 5, 2016, and it will expire in October 2017.
For 240 local minutes retention offer, it was already added on January 22, 2016 and it will expire in January 2017. We apologised to the customer and the customer is satisfied.
Mr Gochely responds:
Please note that the etisalat complaint has been resolved. We have just received a telephone call from etisalat stating that we have been provided with 2GB of data for one year.
Many thanks for Gulf News’ cooperation and help.
(Process initiation: October 9. Response from organisation: October 10. Reader confirmation: October 11).
