Billing issue over TV packages

This letter is intended to seek help from Gulf News to resolve my etisalat eLife billing issue, which I have been facing for over 18 months now. In August 2011, after many attractive etisalat customer calls, I considered upgrading to Triple Play Master 8MB from Al Shamil internet connection 512 Kbps speed — from a cost of Dh189 to Dh349 per month.

In mid-October 2011 I finally got upgraded after inconvenient visits by several outsourced people for fibre-optic installation. But when the bills came in, it turned out to be different. Service charge for October 2011 was Dh781.73, when the connection of TV, computer or phone was OK.

I was charged twice for e-Pehla Basic and Pehla Silver mentioning on the bill that I have requested them to install. Why will a customer have two connections for one TV point? I have called 101 and logged my complaint regarding the billing issue. I have visited the etisalat customer care centre at Khaleej Centre several times.I could not understand how they work on their service calls or take care of their clients. They do not have any telephone logs and even when you visited the next time, the previous visit log of the client is not entered. As it is a billing issue, they advise you to contact the billing department, which does not work Saturdays or in the evenings by phone.

After nearly eight months pursuance through emails and visits to waive the extra bills, I gave up and went on paying only what is billed for the month only, that is,Dh349. Initial first payment of Dh500 in December 2011 was made to avoid disconnection.

Due to extra credit payment to etisalat every month, the bill amount is reduced, but when I leave the country I will be forced to pay the remaining without any reason. I have given up visiting or calling the account section. I look forward to a final call from etisalat so that the October and November 2011 bills’ extra charges of Dh747.36 can be waived.

From Ms Jennifer A. Mascarenhas

Dubai

The etisalat management responds:

Ms Jennifer A. Mascarenhas’ issue with etisalat was solved and the customer has been updated accordingly.

Ms Mascarenhas responds:

After several clarification calls from etisalat, it was confirmed to me by etisalat’s billing division that the disputed amount will be credited to our account. I thank Gulf News for providing such a platform to resolve long overdue disputes. God bless you and the team for following up.