Issues with charges

Unjustified charges

I had an eLife connection for Dh189 in my residence in Muteena area of Dubai. However, I had a separate landline number for which I was paying Dh34. This connection was migrated from Al Shamil to eLife at the same monthly rate of Dh189. My family and I went on vacation on July 22 and returned on August 23. However, when I returned, I found that my internet connection had been disconnected and when I called customer care, they said that it was due to non-payment, as there was an outstanding amount of Dh731. So, I made a minimum payment of Dh300 on August 23 and called them back, but was told that I would have to make a full payment and only then would my service be reconnected. So I made the payment of the remaining Dh431 on August 24 and the internet line finally got reconnected.

However, when I received the bill for the month of August, I was charged Dh25 in addition to my package of Dh189. I raised a complaint to the call centre on September 8 and was told that it will be resolved within 7 to 8 working days. But after 10 days, it was still in process. Then suddenly, I got an SMS that my complaint had been resolved so I called their call centre to check and was then told that the complaint is on “closed status”. After being on hold for more than 30 minutes, I still did not get any response. I hope that Gulf News will forward my request to etisalat to resolve this issue and grant a refund of Dh25 to my account.

From Mr S. Bavassa Marecar

Dubai

The management of etisalat responds:

This is regarding the customer’s claim for a reconnection fee of Dh25. In cases of non-payment disconnection, after final warning, a Dh25 reconnection fee is as per etisalat’s policy, so there is no abnormality in this issue. As per our system, we sent an invoice regularly to the customer’s email and the customer has not made any complaint related to invoice delivery. We contacted the customer to inform him about the issue, but he did not answer. Therefore, we have sent him an SMS.

(Process initiation: October 31. Response from organisation: November 17.)

Overcharged

Etisalat gave me an offer for international calls from August 11 to November 10 for Dh100 per month. Initially, I was billed Dh100 but starting from the second month, I was billed Dh200. I registered a complaint with them in September and have been following up but it has been of no use. I asked for a full statement for all my calls on my mobile phone from May to July but I have still not received any response at all. I request Gulf News to take up this matter and help me if possible.

From Mr Paresh Mandaliya

Dubai

The management of etisalat responds:

Kindly note that the customer’s issue was resolved on November 1, 2014. We have tried to contact him to update him and get a confirmation to close the case but he has note replied.

(Process initiation: October 31. Response from organisation: November 25.)

Late charges not refunded

One year ago, a First Gulf Bank (FGB) sales representative called me and promised that I could have a Ferrari Titanium credit card free of cost. He agreed that there would be no annual fees or other hidden costs. I did not read the instructions when I received the card and believed what he had stated during our discussion.

I received a bill amount of Dh550 in August, 2014, and at that time, I wasn’t in the country. Again, in September, I received a bill for Dh550 with an additional Dh250 as late payment and Dh19.03 as interest; so the total amount on the bill was Dh819.03.

That’s when I went back to the original booklet I received with the card and found that there was an annual fee of Dh550. I was surprised!

I paid the full amount and then called the customer care number to file a complaint about the false information and requested for the cancellation of the card. I told them that I wouldn’t have applied for it if I wasn’t told it was for free.

At that time, the customer care executive told me to choose a standing instruction option; ie. to pay my utilities bill for at least six months via the FGB card to waive the annual fee.

I agreed and started to use the card. However, after a few days, I got back the Dh550 only, but the late charges of Dh250 and the interest amount was not refunded.

I request Gulf News to help me get back this amount.

From Mr M. D. Akmal Hussain

Abu Dhabi

The management of FGB responded:

FGB is grateful for all customer feedback to which we give careful consideration as we strive to consistently deliver the highest standards of service. FGB has been in contact with Mr Hussain, and the matter has been resolved to the customer’s satisfaction.

Mr Hussain responded:

FGB has reversed all the charges. I thank Gulf News for their efforts and cooperation.

(Process initiation: November 17. Response from organisation: November 30. Reader confirmation: December 1.)

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