Cancelling service

Cancellation please

I have an iPhone 5 plan, amounting to Dh249 for 24 months, but I usually pay Dh300 per month. In July, I subscribed to an additional 5GB plan for Dh249 but by the end of the month, I no longer needed the subscription. I called etisalat’s customer care to enquire on how to cancel the plan and was advised on how to go about it.

I sent the message as advised but when I checked my account online in August, I found that the subscription was still active and that I had been charged an additional Dh249 on my regular bill. I called customer care and filed a complaint and I was assured that the matter would be resolved as soon as possible and that someone would call me. However, no one called for days, so I called the customer care and was told that the previous customer care agent had registered the wrong complaint.

So, he registered a new complaint with a different complaint number and as I was about to go on my annual leave, I told him to resolve the matter at the earliest. Once again, I was assured that the matter would be resolved and that someone would call me in the next couple of days, but as I did not get an update for days, I called back and was told that it is still under process.

I told the agent that I will be out of the country, but was told that they would either call or text me once the issue is resolved. I was out of country for a while, and when I returned, I checked my account and found that there was still no progress regarding the complaint and my bill was around Dh989.

I called customer care and was told that the issue had been resolved but it wasn’t because the money had been deducted from my account and it was clearly an issue from their side. I was told that I would need to visit the business centre, but as I insisted that I want the issue resolved, the agent registered a new complaint. As I had been waiting to get the complaint resolved for two months, I asked to speak to the supervisor so I was connected to his supervisor and he told me that the complaint would be handled at the earliest. By the evening, the supervisor called to inform that the issue could not be closed as there was an outstanding bill. So, I paid Dh1,000 and after two hours, I got a message that my issue has been resolved.

I went online and checked my account and it turned out the subscription was still active. Again, I went to their office and registered a new complaint regarding this and till date the issue has not been resolved and my subscription is still active. The latest update I got was when I called them two days ago and was told that no complaint was registered under my complaint ID.

From Mr Jobin John

Dubai

The management of etisalat responds:

Kindly note that the customer’s issue has been resolved.

Mr John responds:

The subscription was cancelled and I am now awaiting my refund.

(Process initiation: October 31. Response from organisation: November 26. Reader confirmation: December 16.)

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