Not my plan

After making several calls and visits to etisalat’s business centre to resolve my problem, I am now left with no option but to write to Gulf News to seek assistance to get an amount of Dh1,000 that has been excessively charged to my March 2015 postpaid mobile phone account.

I have subscribed to a Dh150 plan for my postpaid mobile phone, where Dh50 is for local calls, another Dh50 is for 1GB data and there’s Dh50 more for the rental. I have a cap on my data plan.

In view of this, my bill never exceeds Dh155. To my utter shock, I received a message on my mobile phone on April 3, stating that the total amount due for the month of March was Dh1,323.05. I called 101 and was told that I would have to wait for the bill to come, in order to know the details of the charge.

When I received the bill, I noticed that I was charged Dh160.71 and Dh1,000 for two data combo campaigns that I had never subscribed for. I am a homemaker, so why would I need a global data plan?

I visited etisalat’s business centre and lodged a complaint against this excess charge. Subsequently, I was given credit for only Dh160.71, although the complaint was for excess billing of Dh160.71 and Dh1,000. We called 101 and we were directed to go to etisalat once again.

I lodged another complaint on April 22 and received a text message the same day, stating that the complaint is resolved and that the disputed amount would be credited back in the following month’s bill. To date, I have not received the credit. My May bill shows an outstanding amount of Dh1,162.34 and that includes the disputed Dh1,000. Thereafter, I called 101 and once again lodged a complaint for the excess billing. Once again, I received a text message stating that my complaint was resolved and that the disputed amount would be credited back in the following month’s bill.

Now, each day, I keep getting calls saying that if the outstanding amount is not paid, my line will be disconnected. I do not wish to pay for a package that I never subscribed for. This is what I have been trying to communicate to etisalat for a month and a half.

I request Gulf News to kindly intervene and help me get my refund.

From Ms Vijaya Sukumar

Dubai

 

The management of etisalat responds:

The issue has already been resolved.

 

Ms Sukumar responds:

I checked the balance amount outstanding against the telephone number and it appears that etisalat has resolved the issue and given credit for the disputed amount.

 

(Process initiation: May 17. Response from organisation: May 24. Reader confirmation: June 1).

 

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.