Still being billed even after leaving the country

Still being billed

I was a UAE expatriate until March 2017, when I left Abu Dhabi for London, UK. Prior to my departure, I converted my postpaid account into a prepaid one at etisalat’s Abu Dhabi headquarters.

However, after a month, I found that I was still being billed for a postpaid account and raised the issue with etisalat twice, via two complaint numbers. Both received no response. I was just notified by email that my account was transferred to a debt collection agency for the collection of Dh1,000.

I have also replied to them with the same information I am providing Gulf News. This really has me worried sick about the unnecessary implications over a mistake on etisalat’s part and I’m looking to the newspaper for help.

From Mr Brian Keith Carvalho

London, UK

The management of etisalat responds:

Thank you for bringing Mr Carvalho’s concern to our attention. Etisalat customer service team would want to apologise for all the inconvenience caused to him. We have waived the charges during the disputed period, and have updated the customer via his UK phone number and email. Kindly note that the case is resolved and closed.

Mr Carvalho responds:

Thank you for your email. I can confirm that the issue is resolved. I’d like to thank Gulf News for the intervention and etisalat too, for their acknowledgement and rectification of the issue.

(Process initiation: January 5. Response from organisation: January 23. Process completion: March 13.)

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.