Promise unfulfilled
On September 28, 2014, a sales representative of du walked into my office (Dubai Studio City) while I was about to leave for Gitex to buy an iPhone 6. I informed him that I won’t be interested in his monthly data plan package as it normally takes time to get the phone and I don’t need to pay extra for their Sim card package. He informed me that I would receive the phone within three working days and I would get a VIP telephone number from du. I finally agreed and clearly informed him that the phone should be received by me before Eid holidays and I should get the VIP number as well. He took Dh125 cash and my card details as well and provided me with a receipt from du and a packed Sim card.
I got a call from his colleague after two days and she offered me regular numbers. I was busy at work and could not talk to her much longer so I asked her to tell me the numbers she spoke about but I clarified to her that these were not the VIP numbers I was promised. After that, I did not receive any call from du at all and I even sent a mail to complain about this after a week to du’s customer care.
After Eid holidays, I visited the du business centre to talk about this issue and was informed that they don’t have any iPhone 6 in stock and that someone would call me soon. I was furious and therefore sent a mail to du and after a week, received a call from du that they would process my request. When I told their staff the story, he cancelled my phone request as it would take another week for delivery and asked me to talk to the salesperson for the Dh125, which I had paid.
Later, I got a call from Traxxis Marketing saying that they would not give me my Dh125 and I would have to keep the Sim card. They also said they would charge Dh150 per month for a different plan on my card. I am seriously furious about such an act of marketing where du uses an outsource company to sell their packages and give fake promises to customers. In the end, I have a bill from du, but they don’t want to take responsibility for this as they believe it’s the outsource company who should deal with me.
I hope Gulf News conveys this complaint to du’s compliance team as well so they can rethink their marketing strategies and have a more honest approach towards customers.
From Mr Bilal Ahmad
Dubai
A spokesperson from du responds:
In response to Mr Ahmad’s query, we can confirm that we are investigating the matter, ensuring that he is informed as we work to resolve it.
Mr Ahmad updates:
The outsource marketing company Traxxis informed me that I will not receive a bill and everything has been sorted out, but du keeps on haunting me with their funny, yet depressive emails.
du has not sorted out anything yet and rather than returning my Dh125 and collecting their packed Sim card box, they sent me a bill of Dh150 for a service I never asked for.
I am planning to get legal advice on this topic as well now, as even after accepting their fault, they still haven’t sorted out the issue and their emails are just making things worse.
Du responds:
In response to Mr Ahmad’s query, we regret the inconvenience he faced in the delay in getting his phone and any miscommunication. Upon investigation, we found that the charges levied are valid as they are as per standard norms of the plan.
(Process initiation: November 4, 2014. Response from organisation: November 19. Process completion: February 10, 2015.)
Bills continue
I had taken an etisalat postpaid connection on April 24, 2014, with 1GB data and a preferred number plan for a total monthly cost of Dh150 (service rental Dh50, preferred number add on Dh50 and data add on Dh50).
After two days, I decided to cancel the preferred number plan facility. I called 101 on April 27 and requested to cancel, since I tried to cancel this facility through my phone but failed. On calling 101, they told me they are facing technical issues to cancel the facility from their side as well, and advised me to register a complaint, which I did.
After a few days, I got an SMS informing me that the complaint had been closed, but the issue was not resolved, so I checked with 101. They said I didn’t respond to their call so they closed the complaint without further contact.
I registered another complaint on May 20, but they closed the complaint without even trying to contact me. Therefore, I opened another complaint on June 30, but there was no comment from them.
I visited etisalat’s business centre but they were helpless, telling me that the IT team had to resolve this issue.
I sent an email on July 15 to the customer support (care@etisalat.ae) and they replied with an auto message that the resolution process would be escalated.
I raised another ticket on November 23 with 101. When I checked with 101 about the status of the complaint, they informed me that in their system, the issue had been solved and closed. When I received the December bill, I noticed Dh100 was refunded and the adjustment was made.
My requirement is to waive the amount, which they charged for a facility that has not been provided (preferred number facility) from May to November, 2014 (total of Dh250).
From Mr Abdul Hamid Manissery Valappil
Ras Al Khaimah
The management of etisalat responds:
The case is resolved and closed.
The complaint in brief: The customer tried to cancel the preferred number on April 27, 2014 but there was technical issue. Accordingly, the customer received extra charges.
Conclusion: There was no usage found for the preferred number.
The final outcome:
1. Dh100 has been refunded previously in December 2014.
2. Dh251.67 has been refunded as well.
3. The customer has been contacted and updated.
Mr Valappil responds:
Thank you Gulf News, for the support and intervention in my issue with etisalat’s postpaid connection. I appreciate the assistance in taking my issue to the right people and providing me a prompt solution.
(Process initiation: February 1. Response from organisation: February 8. Reader confirmation: February 8.)
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.
