• October 20, 2017
    Last updated 4 minutes ago

complaints

Where is my phone?

Reader applied for a smartphone plan and was charged despite not receiving the device

Readers Desk
14:03 August 9, 2017

I have an issue with etisalat, which is not getting resolved, despite me calling their customer care number and visiting their business centre.

I applied for a 32GB iPhone 7 on February 18, 2017. This was under a promotional plan of two years for smartphones. Etisalat has not given me that plan and device, but sent me the bill and deducted Dh150 from my credit card.

I have called them many times, but no resolution has been offered so far and they have not called me back. I received another bill in the next month, and they again deducted Dh150 from my credit card.

I have been making frequent calls to 101 to follow up on my complaint, but the only response I get is that they have reminded the concerned department to look into the matter. I am so tired and hope that Gulf News will raise this issue with etisalat on my behalf and try and resolve the issue for me.

From Mr Azhar Ali Lakho

Dubai

The management of etisalat responds:

Thank you for bringing Mr Lakho’s concerns to our attention. Etisalat customer service team would want to apologise for all the inconvenience. The account was ceased and auto-payment has stopped since May 28, 2017. The charges on the account have been cleared and the amount that was deducted from his card will be transferred within the next couple of days. The customer is updated and the case is now closed.

(Process initiation: June 13. Response from organisation: July 25. Process completion: July 30.)

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.