Unwanted upgrade

In February 2015, I wanted to upgrade from my existing eLife Triple Play bundle to a faster internet connection. Hence, I chose eLife Lite with 10 mbps internet connection. I did not want any other changes except faster internet. However, a new TV package, called Asian Choice Basic was added and charged in the bill. eLife Lite did not contain a TV package, so I wonder why they added this package on their own, which I never wanted/applied for.

On March 3, I visited etisalat counter at Mall of Emirates. Acknowledging it as a technical error, they registered a complaint to remove Asian Choice Basic. On March 15, I registered a complaint again. On the advice of the technical department, I visited Deira office also on March 17 to cancel Asian Choice Basic. It has become a monthly ritual for me to register complaints. In September they ‘upgraded’ my original subscription Pehla Silver (TV package with monthly payment of Dh153) to Pehla Premium at Dh175 per month, without notifying me and they charged for Pehla package twice (Dh153 and Dh175). Recently, I have called up twice for a refund. In spite of my paying in full and repeated complaints, the extra amount has not been refunded. I am tired of calling the Customer Care and fed up with their false promises. I hope Gulf News would take up this issue with etisalat and help resolve it at the earliest.

From Mr Pranab Pani


The management of etisalat responds: Kindly note that the customer’s issue was resolved and he is already updated.

(Process initiation: January 10. Response from organisation: January 28.)

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.