I recently purchased an iPhone 6 Plus with a two-year package, wherein I am supposed to pay Dh225 per month for two years. This includes a 1GB data plan per month along with local calling minutes.
However, upon receiving my first bill, I realised that I was charged an additional Dh145 for a mobile broadband package. I had not applied for this package and so called 101 to raise a complaint on November 5, 2014, which was supposed to be resolved within seven working days.
After several follows up and endless phone calls after the stipulated time of seven working days, I finally lost my cool and spoke to one of the supervisors who assured me that someone would call me within 24 hours and the issue would be resolved. This was on November 20. However, nobody called me back. On November 23, I once again called 101 asking for a status of the complaint and was told the issue had been resolved and the excess Dh145, which was charged, would be adjusted in my next bill.
In December, I received my new bill. To my shock, they forgot to adjust the excess charged in November; I was once again charged the same amount (additional Dh145) in December too.
I sent an e-mail to etisalat about this issue, to which I received an acknowledgment, assuring me that someone from etisalat would contact and update me within 24 hours. Again, nobody called me back.
I once again called 101, and was told the complaint was still not resolved. It has been 33 days since the complaint has been raised. It is disappointing to receive such service from etisalat. I would appreciate if Gulf News could highlight this case and help me resolve the same.
Editor’s note: The complaint was forwarded to etisalat for comments. However, despite repeated reminders, its management did not respond.
(Process initiation: December 12. Process completion: March 26.)
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.
