On April 16, I had requested etisalat for a free speed upgrade, because my speed was extremely slow and the competition was offering better speed for a similarly priced package. I also asked for a free set-up box upgrade, because the old set-up box had a lot of technical issues and was extremely slow in performance.
After some emails back and forth, without my agreement or acknowledgement, etisalat sent me an email saying: “We apologise for the delay in resolving the issue. However, we would like to inform you that as per our system the speed in your account is 20Mbps. Please be informed that for the slow browsing issue, we have checked the relevant system data and we found that the account status is active and there is no issue.”
Thinking that I have not spoken to any etisalat staff or agreed or approved any package upgrade, I believed it was done for free.
However, on May 14, I called etisalat, as they had sent me an SMS congratulating me on my upgrade. Upon calling the call centre, I found out from their staff that my package was upgraded from Dh239 to Dh349 per month, without my approval or consent and I was not informed about it.
It is going to be a month now and several follow-up emails have been sent. All they say is that the matter is still under investigation, but I am getting no resolution.
New bills will be generated for this month, and I will have to run behind them again, fighting for the additional charges. Could Gulf News please intervene and help me?
From Mr Moiz Almoin
Sharjah
The management of etisalat responds:
Thank you for bringing Mr Almoin concerns to our attention. The etisalat customer care team have reversed all extra charges including device exit and downgrade charges. Mr Almoin is now subscribed back to his old package of Dh239 per month. Kindly note that the customer was informed and the case is now closed.
(Process initiation: June 30. Response from organisation: August 18. Process completion: August 18.)
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.
