Issues raised, but no solutions
I wonder if Gulf News would address a grievance I have against etisalat, which can’t seem to get resolved, despite my calling their customer care number and even visiting the business centre.
I purchased an iPhone 6 Plus under an 18-month contract with a 300 flexi minute plan. Due to a mistake by an etisalat employee, instead of a 300 minute flexi plan, they activated a 1,000 local minutes plan. Later, when I pointed out this issue, they reversed the international call charges for the month of October 2014.
However, the problem was repeated in the following months and my account was charged erroneously. Though I made several complaints, the charges were not reversed. Later, I was advised by the etisalat call centre to approach the business centre in Al Ain and request for a plan/contract change. They also assured me that any charges pertaining to the plan change would be reversed in the next month’s bill.
Accordingly, I approached the Al Ain office and requested to change the plan. The customer service officer also assured me that the plan change charges would be reversed. In fact, she showed me the resolution of the complaint on the computer screen. I contacted the call centre after the contract change and on March 5, 2015, received an SMS from etisalat, confirming that my problem was solved and an amount of Dh3,360 would be credited back to my account. However, the reversal never happened. Again, I contacted the call centre, but this time I got a negative and rude reply. They advised me that these charges could not be reversed. They were not even willing to listen to my explanations.
By this time, they disconnected my connection. Again, I visited the etisalat office in Al Ain on March 22 and we discussed the issue. As advised, I paid an amount of Dh970 and the connection was reinstated. Also, they lodged a new complaint to reverse the disputed amount. That afternoon, I received a message on my mobile phone about my complaint, stating they weren’t able to reach me. In fact, I didn’t receive any calls from etisalat on that day.
Again, I contacted the etisalat business centre on April 23 and lodged another complaint. This time, I also submitted a detailed list of charges erroneously debited to my account. The customer care officer assured me that the complaint would be forwarded to the concerned department and that necessary action would be taken. However, again by evening, I received a message from etisalat stating that my complaint was resolved! This time, they closed the complaint without contacting me.
Again, I contacted the call centre on the same date and registered another complaint. The call centre representative assured me that my complaint would be resolved within a few days. However, till now, nobody has contacted me.
I hope Gulf News will take up this issue with etisalat on my behalf and try and resolve the issue for me.
From Mr Jithesh Purushothaman
Al Ain
The management of etisalat responds:
Kindly note the case is resolved.
The customer claimed that he applied for an iPhone plan with 300 flexible minutes, but the agent added 1,000 local minutes instead. When the customer visited etisalat to change the package to a postpaid smartphone plan, existing charges had been applied of Dh3,285 done in three months.
Final outcomes:
1. The charges of international direct dial have been waived off.
2. The existing charges have been refunded.
3. The customer has been contacted, updated and he is satisfied.
Mr Purushothaman responds:
The complaint is resolved. Gulf News is doing a great service to society. Thank you for the support.
(Process initiation: May 3. Response from organisation: May 7. Reader response: May 14.)
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.
