Avoiding VOD charges
I have landline, internet and TV from etisalat for Dh299 per month as per my contract with them for more than two years. For the past 6 months they have been charging me Dh400-480 per month for something that I am not using.
I lodged a complaint over the telephone with etisalat’s customer service team. They registered this complaint and informed me that they would look into it. After one week, I checked with them and they told me that if I am overcharged, I would be credited in my next bill, and then they told me to pay the bill, otherwise the line would be disconnected. As my daughter was studying for her university examinations and needed internet every day, I paid the whole amount, including the overcharged amount.
I called them several times over the next two weeks, and they told me to give my complaint in writing to the etisalat office in person. I did this on July 30, 2014 and they told me the overcharged amount would be credited in my next bill. I did not pay the overcharged amount, so they disconnected my line.
Again, when I went to their office on August 26, they told me to pay the second overcharged amount. I did not pay because etisalat was not taking my complaint seriously, and again they disconnected the line.
So once more, I was forced to pay even though nobody called me or explained to me what’s going on. I have paid a total of Dh460 extra and till today, they are not responding to my complaints.
Gulf News, kindly help me with getting etisalat to respond to my complaints.
From Mr Santosh Thomas
Abu Dhabi
The management of etisalat responds: The customer’s claim is for video-on-demand (VOD) charges. We find that the customer’s claim is not valid, but as it is a special circumstance, we will refund Dh641.50. The customer has been contacted and clearly informed that the refund is not eligible for VOD charges, but this time, we provided him with a refund and gave him clear information on how to enable a VOD personal identification number (Pin). For further assistance, he can call 101.
Mr Thomas responds: Thank you very much Gulf News for your intervention.
An etisalat representative talked to me and said they would refund Dh641.50 and it would be shown in my next statement. Without Gulf News’ help, this would not have been possible, as we tried to resolve it several times during the past four months.
(Process initiation: October 26. Response from organisation: November 17. Reader confirmation: November 19.)
FACTBOX:
Etisalat clarifies:
To avoid video on demand issues, enable a Pin for VOD purchase. This can done by selecting: Menu > Extra > My Preference > General Setting > On Demand PIN = Turn On and Save.
Difficulty in cancelling
I have been pursuing an issue with Standard Chartered Bank (SCB) to cancel my credit cards since August 23, 2014 as I have lost my job. However, SCB cancelled two cards, but they still have not cancelled the third, even after repeated reminders. Now, SCB is charging me renewal fees of Dh300 for the same card. On December 3, I went to the SCB office near BurJuman Centre to lodge a complaint with a personal financial advisor, but they were not ready to resolve the issue. Therefore, I kindly request Gulf News to help me cancel the card as soon as possible, as I am not in a position to maintain any credit cards.
From Mr Chuttugulla Peddiraju
Sharjah
The management of Standard Chartered Bank responds:
Upon receiving the complaint, Standard Chartered’s Customer Care Unit contacted the client and resolved the matter.
Mr Chuttugulla Peddiraju responds:
Thank you very much Gulf News, for your help in sorting out the issue of my credit card renewal charges. It would not have been possible to reverse the charges without the involvement of the newspaper.
(Process initiation: December 20. Response from organisation: December 28. Reader confirmation: December 29.)
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.
