I have been using eLife Triple Play with internet, land line and television channels, for over a year. When I decided to close the connection on May 2015, I discovered I could close it in June only.
I walked into one of etisalat’s main offices in Deira, Dubai, on June 1, 2015, in order to close my account. I was advised by staff to clear my entire outstanding balance, along with June’s payment, in order to close the connection. I was asked to pay a total outstanding balance of Dh952, as calculated by the system. I obliged and did a spot credit card payment and still hold the receipt of the payment. I asked etisalat’s staff twice if my account would be closed, and the agent said ‘yes’. She also assured me that no bills would be generated. I also returned the set-up box, cables and remote control.
I received an e-bill from etisalat on June 7, 2016, stating that a new bill had been generated for the period of June 1 to 31, which was due to be paid by July 15.
My question to the concerned department is — how can a bill be generated on a cancelled connection? I was assured by their staff that my connection would be cancelled, the total final amount for closing was Dh952 and no bills would be generated. I went to the same office and came to know that the connection was already allotted to some other person and the amount in the bill generated has to be paid.
I also called up their customer care on 101 and spoke to an agent, who explained that this was as per etisalat’s policy and I would need to pay my balance. I got in touch with his superior, who also said that it’s their policy and I would have to pay the balance on the closed account. This is like saying, if you stayed in a flat for one month, paid the rent and left the flat, after one week, the real estate office can ask you to pay the current month’s rent as well.
Now, I have been receiving final demand notices, SMS and calls from etisalat’s collections department. Please ask etisalat to change the way they handle this issue.
From Mr Aju Nitturkandy
Dubai
The management of etisalat responds:
Thanks for bringing Mr Nitturkandy’s concerns to our attention. Etisalat Customer Care would want to apologise for all the inconvenience caused. Mr Nitturkandy’s connection is cancelled and the case is closed.
(Process initiation: August 9. Response from organisation: August 29. Reader confirmation: September 15.)
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.
