Uncalled for charges
Recently, I received a call from a representative of etisalat, stating that they would like to update me from my existing Al Sham internet package to eLife package. Considering that the representative explained that there would be no additional charges on my existing internet account, and that I would only receive my own landline number and update to faster internet speed, I agreed. I never cared about my landline number, since I am not using it at all in my apartment. But I agreed to take it just for internet.
After a technician arrived and updated eLife, everything worked fine and I was satisfied. After my first bill came, I received a call from etisalat, stating that the number they initially provided to me already belonged to a company and it would be inconvenient for them to change it. Considering that I was not using my landline number at all and that I don’t even have phone in the house, I agreed to have my number changed.
My second bill arrived, with a new number and with only Dh300 charge, which is the price of my internet package. I went to pay the bill and realised that they had again provided me with a non-existing number, which was not even connected to my name.
After briefly talking to a representative at the etisalat branch and giving her my personal details, I came to realise there was a third number, which was connected to my name. After clearing that up, I paid the bill and forgot about the whole issue.
On receiving my third bill, the real problems began. I received a new bill with a Dh430 charge. After I made a complaint about my billing increase, we came to realise there were charges of around Dh67 to international calls and Dh63 to mobile phone numbers from my landline, which I couldn’t have made even if I wanted to, considering the fact that there is no phone in my house.
I tried calling several departments in etisalat and went to their main office in Deira to resolve this issue, but everywhere, I received same ‘solution’ from their customer care representatives. They stated the obvious — that there is a Dh130 charge made from my landline — and they told me there was nothing that could be done about it.
I am mostly concerned that in the next bill, it could become an even larger number of landline calls, which have been made by a person or company in my name.
I even tried to compromise with etisalat and said I would pay them the Dh130 that they had charged me for no reason, if they would cancel my account completely. But they said that cancellation would cost me around Dh400 on top of my Dh430 bill. So that would be around Dh800 all together, for doing nothing but using internet in my house.
After browsing through the internet I came upon an article in Gulf News where someone had a similar experience with etisalat and complained about it. With the newspaper’s intervention, his case was resolved. I would like to seek Gulf News’ help and raise this issue with etisalat.
From Mr Robert Bedalov
Dubai
Mr Bedalov updates:
An etisalat representative called me today and said that the problem has been resolved. Thank you very much for all the support.
The management of etisalat responds:
Thank you for bringing Mr Bedalov’s concerns to our attention. Etisalat’s customer service team would want to apologise for all the inconvenience caused to Mr Bedalov on the addition of the new services. The required refund was made to his account and his subscription services are active currently. Mr Bedalov was contacted and updated about these developments. The case is now resolved and closed.
(Process initiation: April 4. Reader updates: April 11. Response from organisation: April 20.)
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.
