Your complaint: Services not provided

On June 17, 2010 we were visited at our residence by an employee of etisalat promoting e-life. We requested an upgrade as per the attached form.

This form clearly shows the required upgrades needed including my landline number, internet account number and the required services on our TV.

On June 27, 2010 some technicians from etisalat came and installed a new set top box for our television services, since this needed upgrading and activation we were told that within a couple of hours the service should start.

Since there was no service we could not check the equipment that was installed, however later in the day after activation of service, we realised that the equipment is not functioning properly.

The next day I visited etisalat's business centre in Al Majaz area and informed them of this malfunction and also enquired about the status of the remaining services yet to be connected.

After repeated calls to e-life support call centre the equipment problem was solved much to our satisfaction on June 30. Still pending were the matters of internet and landline integration.

After repeated visits to etisalat's business centre in Al Majaz this matter has been complicated by etisalat.

Currently I am being billed for an ADSL account and two repeat e-life accounts, as etisalat has created a new internet account for me with a different identification address of which I have neither been advised nor given a password to and also they have assigned a new landline while disabling my perfectly working landlines.

How has this occurred when there is only one application and that also for upgrading the existing lines?

Since I have come to know of this problem I have sent an email to care@etisalat.ae on July 6 and personally submitted a complaint with etisalat Al Majaz Business Centre on July 7 and the same copy was submitted to etisalat head office in Sharjah on July 9.

Despite repeated follow ups no one has come with a solution. I only want the services to be provided without any delay and all charges if any due to the mistakes of etisalat be reversed.
From Mr Nandall Sharma
Sharjah

Editor's note: The complaint was sent to the management of etislata. However, despite repeated reminders they failed to respond.

Mr Sharma updates:

Thanks for your time and effort but unfortunately etisalat has not resolved the issue yet. On July 7 I received calls from three people from etisalat. They asked me my account number and two of them hung up the phone while I explained to the third one that I am going away on vacation and will not be available on mobile phone. He said to me that they will resolve the issue by evening and call me back. No one called me back and next day I left on my holiday. Also I did not receive any communication in my email from etisalat. After reading your [Gulf News] mail I checked my account with etisalat and the excess bill is still not removed.