On July 5, 2017, I made a duplicate payment on my bill. I then called etisalat on 101, informing them that I had made a duplicate payment. They informed me that I had two options – either to let the second payment go to the next month or to request for a refund of the payment. I told them that I wanted a refund, so they told me what to do next.

Accordingly, I sent an email to customer care, telling them that I wanted a refund of the duplicate payment and a complaint was raised regarding the matter on July 11. The complaint was closed on July 16 with nothing done to solve my issue. Then, another complaint was raised on July 16, which is still active.

I was told that the funds would be returned to my account within 14 working days from July 16, but today is the 16th working day and the funds are still not in my account. When I asked why, I was told that the funds were supposed to be in my account but due to the next billing cycle coming up, the funds would appear in the bill after that.

Firstly, under whose authority did etisalat approve the duplicate payment to be paid against my bill?

Secondly, I found their staff to be irresponsible, especially the supervisor. He called me at around 6.10pm, whereas he was supposed to call me at around 4.30pm, and he promised me that he would call me the next day with an update. From that day till today, I have not received a callback from the supervisor. Instead, I am getting calls from other people.

So, as a result of all this, I would like to request a callback from the supervisor, with a logical explanation as to why he did not give me a callback on the day he promised and a formal apology letter for all that I went through.

From Mr Jan Emil Al Sabbagh

Dubai

The management of etisalat responds:

The customer already received the payment in his bank account on August 8. His concern is that he was promised rental refund for the month of August 2017, as a one-time courtesy refund, but his account was still showing an outstanding balance of Dh299.03. The bill’s details were explained to the customer and clarified. The customer is satisfied and the case is closed.

(Process initiation: September 6. Response from organisation: September 10. Process completion: September 11.)

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.