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I would like to bring to Gulf News’ attention that etisalat has been billing me for some third party charges. I called the customer service department of etisalat and they said it is an iTunes payment. That was not true and I pushed that they admit the truth.

Another customer service agent told me it’s a third party service by etisalat and it is called ‘The Dual Game’. I never downloaded any games and when I checked, there is no such game in the app store, it does not even exist!

So is it an organised scam? Someone inside is charging users for some fake game by a ‘third party’.

It means etisalat or someone inside gave users data, it’s a privacy leak, just like what Facebook did recently. I request a deep investigation by someone experienced in information security.

From Mr Wael Saif

Dubai

The management of etisalat responds:

Thank you for bringing Mr Saif’s concern to our attention. Etisalat customer service team would want to apologise for all the inconvenience he may have faced. We wish to inform you that TRA had closed this case last month, and that the authority had provided him with full information. As the Telecommunications Regulatory Authority (TRA) had closed the case, etisalat cannot reopen the case as the customer has full control over his device and his account.

The customer was provided with a third party service in 2017. The system shows that the company that had sent the registration SMS so the customer is not eligible for a refund. We had advised him to contact the company and submit a complaint so they could look into his case and possibly offer a resolution.

(Process initiation: July 9. Response from organisation: July 9. Process completion: July 29.)

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.