I have moved out from the UAE, and had settled and cancelled my etisalat billing on the day of my departure, because I needed my phone until I left the country. I went to the etisalat branch in Madinat Zayed in Abu Dhabi and the assistant told me I would have to go to the main office, because they could not cancel it at their end. So, I went to their main office.

I met a supervisor and explained my issue. I gave the cancellation form and my passport for verification purposes. I also cleared all the bills on February 9 and until now, I can see that my UAE number seems to be active, and I can see that they have already charged me, even though I am not using it anymore.

My concern is that I am out of the country and have been trying to contact etisalat, yet no one can help me with this. I am not using the number and I am afraid that the charges might accumulate to a huge figure.

My friend has offered help and called 101 to assist and she was told that my line has been disconnected. But, when I checked my etisalat account, I still have an outstanding balance, which means they have not closed it properly. I have no other option but to seek advice from Gulf News.

From Ms Marivi Improgo

Abu Dhabi

The management of etisalat responds:

Thank you for bringing Ms Improgo’s concerns to our attention. Etisalat customer service team would want to apologise on all the inconvenience caused to her. The connection has now ceased and the case is closed.

Ms Improgo responds:

Gulf News’ efforts to help me in this situation were of great assistance. I am grateful for the team’s assistance. I received an email from etisalat confirming that the number has been cancelled.

(Process initiation: April 2. Response from organisation: April 3. Reader confirmation: April 4.)