Firm resolves reader’s problem

Customer was told to pay cancellation charges for a device that was not delivered

I asked them to cancel my mobile plan if they could not provide the handset. According to them, if I want to cancel it, I would need to pay Dh3,000 and more...

Ihave been using an etisalat postpaid connection since August 2016. I was a postpaid customer of another oganisation for the past eight years and was getting very good service from them. I switched to etisalat only because of the 32GB iPhone 7Plus Jet Black offer from its telesales agent. However, since August, I have been chasing them, to get my handset as per the order. Unfortunately, I have not received my handset yet.

I contacted the agent after multiple follow-ups, but they sent the wrong model (black colour) so I did not accept the handset. I contacted etisalat’s City Centre Branch (Deira). As per them, the courier team had already delivered the handset and closed the case. I requested them to contact the sales agent to track the handset.

A complaint was registered with their customer service number 101 on February 20, 2017. They requested that I send all the details to care@etisalat. ae. I have provided all the details, however after that, no one seems to care. I have requested a call back multiple times, with no response.

I visited etisalat’s Deira head office and requested to cancel my mobile plan if they could not provide the handset. According to them, if I wanted to cancel it, I would have to pay Dh3,000 and more, along with cancellation charges, as their system cannot cancel it.

I have requested the customer care agent to talk to his manager to explain my case, however he was not willing to do so and said he has escalated the case, and I would get an update soon. But there has been no update till now. Please help me to cancel this service. From Mr Nijimon Kariyadan Hariharan Sharjah

The management of etisalat responds:

Thank you for bringing Mr Hariharan’s concerns to our attention. As Mr Hariharan has requested to cancel the contract and cease his account, he will be refunded with the exit charge for the contract and rental of the device. The amount will be credited to his account and cessation request will be completed in seven days. The customer care team has contacted Mr Hariharan and informed him about the same. The case is closed.

Mr Hariharan responds:

Thank you Gulf News for the support. I got a call from etisalat and they helped me to close the connection without any cancellation charges since the particular handset was not available with them. Gulf News is doing a great job.

(Process initiation: March 22, 2017 Response from organisation: March 26, 2017. Reader confirmation: April 13, 2017.)

Editor’s note: Do you have similar issues? You can write to us at readers@gulfnews.com.