• December 11, 2017
    Last updated 1 minute ago

complaints

‘I did not sign up for this’

Reader was charged Dh1,000 for a package she claims she didn’t ask for

Gulf News Readers Desk
16:14 November 28, 2017

I have been facing an issue with etisalat. On April 20, 2017, I reconnected my mobile number and subscribed for an iPhone 7 for Dh290 for 12 months. I also got the Emirati 150 package for Dh150 for 24 months. So, in total< i had to pay Dh440 per month.

In order to get the iPhone 7, I had to submit my credit card number, which I did. I told the sales staff I do not want my bill to exceed more than Dh1,000 if it is going to be auto-pay. She told me I did not need to worry and they would only deduct Dh440. I signed the contract and got the iPhone 7.

After a while, when I got a message that etisalat deducted Dh1,290 from my credit card, I was shocked. But, I let it go. Then the month after, the same amount was deducted again. A few days after Etisalat deducted the amount, my bank issued me a new credit card. But, I didn’t have the chance to update etisalat.

Every time I call the call centre, they tell me that this is what I agreed to, and that I was subscribed to the Emirati 1000 package. I was shocked and told them that this is not what I agreed to, but the representative told me there was nothing he could do.

My bill is now Dh5,295, and I got a final warning that my number has been withdrawn due to non-payment. Unfortunately, I am very disappointed with etisalat, all my numbers are registered as prestige customer. I don’t feel like a prestige customer anymore after what happened. I am now seeking Gulf News’ help in this regard.

From Ms Meera Al Mheiri

Dubai

The management of etisalat responds:

Thank you for bringing Ms Al Mheri’s concerns to our attention. Our customer service team would want to apologise for the inconvenience caused to her.

In this case after investigation it was noted that Ms Al Mheri had signed the application, therefore the issue was not from etisalat. However, the charges and benefits for the month of October and November will be waived off to make sure that Ms Al Mheri’s issue is resolved. She has been updated on the same and the case is now closed.

(Process initiation: November 21. Response from organisation: November 23. Process completion: November 27.)