Unfair charges
This is to express my dissatisfaction with the service and response from etisalat, with regards to an unwanted service activated on my mobile phone account without my consent. It remains unresolved despite my numerous attempts, including calls, SMS and personal visits to their office, thus resulting in financial implications and personal annoyance.
On February 21, I received two text messages from etisalat, stating that I had subscribed to a 7GB monthly data plan. As I had not requested for the service, I immediately called 101 and requested them to deactivate it. I then sent a text to 1010 with ‘C M7G’ as suggested by the customer service agent, and I was told that the service would be deactivated within two hours.
As I did not receive any update from etisalat, I called 101 again and was told to repeat the same and to log a request by dialling ‘*170*6#’ then to select options 1, 4, 2. Despite doing all that, I still did not get any response, so I called 101 again and logged a complaint. However, due to technical issues, the agent was unable to deactivate the service and said that the technical team support would be able to do so. I was told that it would be resolved within 48 hours.
On February 22, I received a call from the technical team enquiring about the complaint and was asked to send an SMS again and to log a request using ‘*170*’, which I did.
From February 23 to February 29, I kept following up with them twice daily, but they kept telling me that the issue was pending due to technical reasons. Then, on February 29, I was informed that my complaint had been closed. I was surprised, as I had not received any resolution to my request or any confirmation. The agent then told me that the service continues to be active but that he would log another complaint. Again, I was assured that the issue would be resolved within the next 48 hours.
However, as I have not received any response to my complaint, I request Gulf News’ assistance to escalate this issue for a resolution, without any charges to my account.
From Mr Pazhayidathu John Jose
Dubai
The management of etisalat responds:
Thank you for bringing Mr Jose’s concerns to our attention. Etisalat customer service team would want to apologise for all the inconvenience caused and has taken immediate action on the same. Mr Jose is now unsubscribed from the 7GB data subscription. Technical issues caused the delay, however, Mr Jose has been reimbursed with the required amount and informed about the same. The customer’s case is resolved and closed.
Mr Jose responded:
This is to confirm that I received a call, followed by an SMS today, advising that my issue has been resolved and that the additional amount charged would be adjusted. I thank Gulf News for escalating my issue and for getting a resolution within days.
(Process initiation: March 3. Response from organisation: April 10. Reader confirmation: March 9. Process completion: April 22.)
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.
