With regards to my eLife etisalat connection, in June 2016, I requested etisalat to transfer my connection since we moved from one place to another. I went to a branch to shift the internet connection to our new house a week later to update what was happening to my internet connection and they told me that they were still processing it, so it was delayed. I went there again for an update and it was still pending, so my brother decided to apply for a new internet connection under his name and within three days it had been installed.
I went there again to cancel my internet connection, but they were asking me to pay the whole amount even though I hadn’t used the service since June 1, 2016. Six month later I received a call from 101 that I have an outstanding balance of Dh2,400 to etisalat for the service they didn’t transfer and that I never used. I had already made a complaint to etisalat that I hadn’t used that service since they failed to transfer the connection. They said that they had filed a complaint and that they will investigate the issue. After the investigation they refunded me only Dh359 for the delay from June, but they didn’t wave the disputed amount on my existing bill. They told me that they couldn’t wave the amount because the new internet connection was not under my name, it was in my brother’s name. They didn’t even tell me that I could apply for the new connection under my name even if I have a pending line. If they just told me that, I could have done that myself.
Now they are asking me to pay Dh2,100 because they told me I did not close my account in the first place. I don’t want to close that account because I have been using that account for almost four years already. I will not pay for a service that I haven’t used, but they are forcing me to pay the whole bill. They told me if the new account had been under my name, they could have waived it. It was really unfair. I don’t know what to do now, they already closed the case when I went back to the branch and they told me that I can’t further complain since the case was already closed.
I am hoping Gulf News could help me and make others aware.
From Mr Rolando Villaflores
Dubai
The management of etisalat responds:
Thank you for bringing Mr Villaflores’ concerns to our attention. Etisalat customer service team would want to apologise on all the inconvenience caused to him. As Mr Villaflores had requested to shift his eLife connection in June 2016, which got delayed due to some technical issues. A refund is made to the account as there was no usage for the period after June until December. The case is closed and the customer is satisfied.
Mr Villaflores responds:
I really do appreciate Gulf News’ intervention with this issue. I already received an email from etisalat that they already waived my bill, because of non-usage. They can actually see the non-usage, I just had to write a complaint to the Gulf News team. That’s why I’m very happy the issue is resolved. Thank you very much and more power to Gulf News.
(Process initiation: March 1. Response from organisation: April 9. Reader confirmation: April 19.)
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.
