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Reader's complaint resolved.

Charged for no reason

I would like to highlight a payment issue, which has not been resolved since the past four months.

I signed up for an etisalat Triple Play connection at my home in Sharjah. Initially, I placed an order for a 1MB broadband line, which has a standard cost of Dh259.99, on December 4, 2013.

Later, in the month of December, I upgraded my broadband connection to Triple Play, wherein I received TV channels along with broadband internet for Dh50 additional per month, on top of Dh269.99 for broadband internet. I also had to incur Dh199.99 for line activation and set-up which is etisalat's standard cost for a new connection.

The problems began after I upgraded with Triple Play, as from etisalat's end, someone upgraded my broadband connection from a 1MB line to a 10MB line without any confirmation from me. In the next month's bill, I was charged Dh40 more than I was anticipating for a regular 1MB line.

When I called etisalat's help line, they confirmed that they had upgraded my connection without my knowledge and the complaint was logged. The issue was resolved at the end of January 2014 and I received a text message from etisalat, stating that Dh100 would be returned to me, as I had paid additional charges for two months for a 10MB broadband line. They also confirmed that they would downgrade my line to 1MB.

However, at the end of February, I received a bill stating I had an additional Dh100 charged for downgrading my line from 10MB to 1MB, which is the standard downgrade fee by etisalat. I had never requested to upgrade my connection, yet when fixing their mistake and downgrading my line, they charged me for it!

So I registered another complaint with them, stating the issue that I was not asked to upgrade to 10MB line and now they are asking for Dh100 more to fix their error. I logged this complaint on March 6 and I still haven't received a response from etisalat.

I would like to highlight this issue to the responsible people in etisalat so that they can resolve my complaint.

From Mr Syed Zuhair Khalid

The management of etisalat responds:

Kindly note that the customer's issue was resolved.

Mr Khalid responds:

I would like to confirm that my complaint has been sorted out. Thank you.

(Process initiation: April 7. Response from organisation: April 21. Reader confirmation: May 11.)

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Publication:Gulf News (United Arab Emirates)
Date:May 23, 2014
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