Disconnected: 'I had to pay full amount of wrong bill'

Upgrade package

I have been using eLife since 2010 and have had a few issues from time to time.

I requested an upgrade for the International Cricket Council (ICC) World Cup during March and was offered a package of a Sony television and a landline upgrading current package. Somehow, I managed to stop the vendor from delivering the TV. After several complaints, the amount billed for the TV was reversed and I was able to continue to use the same package I had before.

Suddenly, the TV package was billed in my July statement and all my connections have been disconnected for the past few days. I was asked to pay the full amount to get reconnected and now, it has been adjusted, but I have to wait till next month to see the adjustment in order to get a reconnection.

I was shocked that I would have to wait one month for reconnection because of etisalat’s mistake. My last conversation with the supervisor confirmed that he would try to solve the issue, but there is no guarantee that I’ll get the connection. The only way to get it is by paying the bill.

From Mr Dilanjan Nirosha Hewage

Dubai

The management of etisalat responds:

Kindly note that the customer’s issue was resolved.

Complaint description: The customer claimed that he has been charged for a Sony 40-inch smart television despite cancelling the request.

Conclusion:

TV device wasn’t delivered to the customer.

Final outcome:

1. Dh2,049.97 has been refunded against the charges for smart TV.

2. The customer was contacted, and we have offered our apologies.

Mr Hewage responds:

Yes, they contacted and offered me an apology for the inconvenience caused. However, I got my connection back after settling my full bill (Dh2,500) despite the fact that the amount being billed was incorrect, as I was informed to settle the full amount in order to get connection. I understand the amount was adjusted to my bill but not to my credit card, which I used to pay the bill. Thank you Gulf News for the support.

(Process initiation: August 11. Response from organisation: August 16. Reader confirmation: August 19.)

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.