Over billed
After trying every possible means of communication with etisalat, this is a desperate call for help. My eLife account was activated on September 28, 2014. I got my first bill on October 29, which was for the whole month of September, including installation charges (Dh581), instead of just for two days. I paid Dh550 anyway, because at that time I had no clue what was going on, until I got the bill of October. Despite paying Dh550, this time, the due bill was Dh779 with no details about the charges, except ‘Service Rental Charges’. The monthly bill is supposed to be Dh369, as advertised on their website and as signed by both parties in the contract.
Due to the huge difference in the due bill amount, I called etisalat’s support centre, and the staff there acknowledged the problem and said the case had been escalated to the respective department. This was the beginning of a countless number of follow ups as I tried to get the bill rectified, but it was of no use. I went to etisalat’s customer support centre in Ajman City Centre. I visited their head office in Ajman. I sent a number of e-mails to their support desk, getting the same ‘copy-paste’ reply every time — that the problem had been transferred to the respective department. The last reply I received was on December 5. I hope Gulf News will look into this matter and please help me get etisalat to take this issue seriously and at least respond to my complaint.
Mr Mohammad Saeed Mohammad Latif
Ajman
Mr Latif updates:
Thanks Gulf News for your concern in this issue and helping me get the issue noticed by etisalat. I received a couple of calls from 101 on December 25, as well as an e-mail and an SMS acknowledging the issue and informing me that the problem would be resolved in the next month’s bill. They will be refunding/waiving off the mistakenly overbilled amount. Thank you again for this great community service.
Editor’s note: The complaint was forwarded to etisalat for comments. However, despite repeated reminders, its management did not respond.
(Process initiation: December 22. Reader updates: December 26. Process completion: March 31.)
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.
