Reader telecommunication issues resolved

Overdues

After using du’s services for two years, I closed my account with them in February 2013, since I had to move residence. I paid all dues on my account, along with returning the decoder, at their Mall of the Emirates office. After several months, I started receiving calls and emails to pay Dh500 for not returning the decoder. I have spoken several times to their customer care representative about this issue and every time I was given a complaint number and assurances that they will look into it, with no result. For the past month, I have been receiving threatening emails and calls from a debt recovery centre about the said amount, which again, after explaining, they assured me that they would looking into. Although Dh500 is not a big amount, it is ethically not right for a company to cheat a customer and demand money for what has already been paid.

From Mr Irfan Ul Islam

Dubai

A spokesperson from du responds:

In response to the letter from Mr Islam, we can confirm that the issue is resolved to his satisfaction. We apologise for any inconvenience.

Mr Islam responds:

Thank you very much for your help. Your assistance has helped solve a year-old issue in a matter of days. I wish Gulf News team all the very best.

Four-month delay

This is regarding my pending issue with etisalat.

On October 31, 2013, I applied for the transfer of my pre-paid mobile phone number to post-paid (it was a Corporate Plan for Dh99). I was informed that it usually takes two working days to complete the process, but it still hasn’t been done.

I raised the complaint on November 13, 2013, but despite repeated calls and visits to etisalat’s business centre, the issue has still not been resolved. In every call, I was informed that the issue would be resolved within two working days.

Whenever I would call, I would place a request with the call centre representative, asking them to call me back with complete details, but even after four months of continuous requests, no one has bothered to call back. In fact, no one has even tried to explain the issue.

I really doubt whether etisalat has a proper system in place to check the age of a complaint or follow-ups. I hope through Gulf News, I will be able to convey my concern or maybe alert people about my issue.

From Mr Farooq Mohammad

Dubai

The management of etisalat responds:

Kindly note that the customer’s issue was resolved.

Mr Mohammad responds:

I would like to thank Gulf News for considering my issue and raising the same with etisalat.

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