Where did my money go?

Where did my money go?

I am compelled to write to Gulf News due to the problems I am going through with etisalat, regarding a complaint that has been raised and closed with no resolution. On March 31, I transferred Dh170 to my mobile phone through online banking, and I received a confirmation message from my bank that it was transferred, but I received nothing from etisalat. I called etisalat to confirm the amount being rightly debited from my account, but the agent said that no amount had been received on their end.

I received a call the next day from a representative, asking me to forward a screenshot from my online banking screen, reflecting the successful transaction.

I rang etisalat on April 1 to follow up on my complaint and they told me that my complaint was closed. I asked for an explanation and the agent was unable to provide me anything. He placed the call on hold to check on the availability of the supervisor, following which, he kept me on hold for another 10 minutes, and finally said the supervisor was available. I was placed on hold for 30 minutes and received an answer only when I rang them up through my landline, and asked the agent on call to advise his respective colleague that the supervisor hadn’t responded to my call yet. The supervisor finally picked up the call.

The supervisor was of no help as he failed to give me any information on my complaint. I explained myself all over again and the answer remained as consistent as the agent’s. On April 5, I received a call from a representative, apologising for the inconvenience caused and the terrible service that I went through, and he said that he was calling to take ownership of the case. He said it would take around seven days to find a resolution, but that he would find a solution by the end of the day.

For the next few days, I was unable to contact him, until I got through to the supervisor from my previous call. He kept arguing that he couldn’t check on the complaint as it was a different department and he had no communication with them. I refused to hang up. I insisted on speaking with senior management, with no luck.

After several days of emails and calls, a manager said that etisalat would now raise a complaint, since he was awaiting my confirmation as per protocol. I fail to understand the reason for a call for confirmation, when my initial call to him was for the same purpose. The argument continued as he refused to listen, as always, and I can’t take it anymore.

I am seriously disappointed with the service, and request Gulf News to kindly take up this matter with etisalat and help me with my concerns. I am still at square one, with no resolution and Dh170 is not in my account yet. I do not want to go through all the drama I faced in the past week.

From Mr Masrura Gazi

Dubai

The management of etisalat responds:

Kindly note that the customer’s issue was resolved and he has already been updated.

Mr Gazi responds:

I am really grateful to Gulf News for the intervention. Yes, my issue has been resolved. Thank you for the follow up and assistance.

(Process initiation: April 12. Response from organisation: April 19. Reader confirmation: April 24.)

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.