My wife and I had subscribed for an iPhone plan separately, which ended in November 2016. However, etisalat kept charging us Dh450 for four extra months, until March 2017. They would have kept charging us if we hadn’t noticed. We confess that we weren’t vigilant about the bill, hence we paid Dh1,800 for each number, along with the additional call charges. I then got a call from etisalat saying they would refund Dh750, and since my wife’s case involved another mobile number, another etisalat representative would call back about her issue, even though I had registered it under the same complaint number.
Then, the same representative called again, saying he had made a mistake, and the refund amount would be Dh1,000. He explained something about package charges of Dh250, hence, the reduced refund. I asked for an email, but he refused.
So this means I just need to take his word and we would forfeit Dh800 each, which is not acceptable.
From Mr Rajesh Janardhanan
Dubai
The management of etisalat responds:
Thank you for bringing Mr Janardhanan’s concerns to our attention. Etisalat’s customer service team would want to apologise on all the inconvenience caused. Both the accounts have been refunded. Mr Janardhanan was contacted and updated on the same. The case is closed.
Mr Janardhanan responds:
I thank Gulf News for the intervention and for helping resolve the matter. Etisalat was more responsive. I appreciate all the support provided to readers.
(Process initiation: April 18. Response from organisation: April 25. Reader confirmation: May 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.
