I cancelled my post-paid mobile connection and converted it into a pre-paid one with all the required formalities, from etisalat.

I have been on leave and have been in my home country for more than one month now — but etisalat has deactivated my Sim card. Upon calling 101, it led me to their complaints section, but when I spoke with a representative, he was not ready to reactivate my line unless I recharged my mobile phone account.

Upon asking him if there is a rule for minimum balance for an already existing Sim card, he replied in the negative.

When I asked him if there was a rule from the Telecommunications Regulatory Authority (TRA) or etisalat to disconnect or de-activate a Sim card, if it has not been used for more than one month, he said ‘no’.

If etisalat cannot verify my presence in the UAE over the phone and through a recently updated Emirates ID at their office, how can they verify my details if I recharge my phone and wait for 24 hours? Why do they want me to pay money for troubleshooting?

Additionally, the representative I spoke with, informed me that I was not speaking to someone from the complaints section. Then, my suggestion to etisalat is to update the automated message on their helpline, as I was just following procedure.

Upon requesting him to connect me to their complaints section, he said etisalat had no such section or facility, and insisted it was the same as their customer care department. I pressed ‘1’ to share my feedback. But even after 30 minutes, I received no feedback call.

My core complaint is that upon requesting the representative to register my complaint, he refused, saying the complaint was invalid, without telling me the reason for this.

From Mr J. V. Thomas

Dubai

The management of etisalat responds:

The customer’s issue was resolved and he has been updated. The balance was transferred from his old post-paid account to the new pre-paid account for Dh100.

Mr Thomas responds:

My issue was resolved. But it persisted for a couple more days after they got in touch with me. After further communication, etisalat’s polite customer service staff got it resolved. I did not have any balance in my old post-paid account, I closed that account after paying off the outstanding and the cancellation charges of Dh25. So, I believe the Dh100 transferred to my account was only a compensatory gift and I am thankful to etisalat for it. I also received another gift from etisalat after these incidents: when I changed accommodations, I had to also move my eVision internet facility, which included a free TV connection. But they withdrew the relocating charge of Dh100 and did it for me for free.

A big thank you to Gulf News and etisalat!

(Process initiation: September 19. Response from organisation: September 26. Process completion: October 30).

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.