I am a subscriber of etisalat’s eLife package. However, six months ago, I received a call from their customer care team, informing me about an offer on my existing package, which would upgrade me to a 10MB/s line from my existing 8MB/s line, along with a free video pack for just Dh10 extra every month.
While I agreed to the offer, I have been charged an additional Dh89 on my bill every month. I did call to raise a complaint, and they agreed to reverse the charges in June and July last year.
Then, in August 2015, the officer informed me that, to be able to solve this permanently, he would forward my case to the billing department. However, nothing happened, and I did not get my charges reversed.
Last month, I called them again and requested them to solve the issue once and for all, to which they said that they would raise it with the respective department.
I have received my bill but the same issue continues. I am upset at this careless attitude. I request Gulf News to please take up the matter with etisalat and help me resolve this.
From Mr Mohammad Afzal Saudagar
Dubai
The management of etisalat responds:
Thank you for bringing Mr Saudagar’s concerns to our attention. Kindly note that our customer service centre has taken immediate action and the case was resolved. However, the team has tried contacting Mr Saudagar several times for at least a week but have not received any response from the customer.
(Process initiation: March 7. Response from organisation: March 30. Process completion: April 22.)
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.
