I want to register my grievance with Gulf News, as the organisation is doing a social service and helping a lot of people facing different kinds of financial issues.

I was on vacation in India in December 2013, when I lost my etisalat postpaid Sim card. Once I came back to Abu Dhabi, I realised that I had lost my Sim card. I simply got a new one from etisalat. However, I was shocked to see my December bill, which I received in January 2014, where Dh1,756.22 in calls were made on roaming from India. I brought the matter to the notice of the concerned authorities in etisalat’s main branch in Abu Dhabi.

After a few days, I was informed through text message that the matter had been resolved. But, the same amount was carried forward to the next month and so on. Despite lodging a number of complaints, the matter has not yet been resolved.

On January 18, 2015, I was contacted by etisalat and was told to pay the amount or else all the services that I have subscribed to would be terminated. The interesting thing is that I never asked etisalat to put my Sim card on roaming and it was put on roaming without my prior knowledge.

I request Gulf News to help me in this regard and get the matter resolved. I would highly appreciate it.

From Ms Purna Chandra Rao, Abu Dhabi

The management of etisalat responds:

The case is closed. The final outcome:

1. The complaint is invalid.

2. The customer has full responsibility if someone misuses her line as long as she did not report about losing it.

3. However, in order to satisfy the customer, we have offered her a Dh300 saving offer for three months, but the customer refused it.

The complaint in brief: The customer is asking for a refund of Dh1,689.50 for roaming usage for the period December 22, 2013 to December 28, 2013 as she lost her Sim in India and didn’t use it.

The conclusion:

1. The roaming usage is valid and the charges are genuine.

2. The customer didn’t [immediately] report to etisalat that she lost her Sim card, while there are many facilities available to the customer on the etisalat website allowing the customer to contact our customer service to cease the line.

(Process initiation: February 18. Response from organisation: March 1.)

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.