Etisalat Iphone 3g / Inaccurate Billing
I subscribed to Etisalat Iphone 3G service using my existing number. They had 1 prepaid and 4 postpaid plans. I picked postpaid plan number 4, which includes 500 minutes talk time, 300 smses and 2GB of 3G internet usage for 500 AED/month. When my first bill arrived, I was shocked that I had to pay 1700 AED/month. I tried calling the 101 call centre at least 20 times (and if I am lucky enough, I'll get connected in 20 minutes!!! but that's a totally different subject!!!) only to be told that I have to go to the main branch to check on my bill!!! They can't fax or email it. I have to go there!!! Now that's world class service.
I went to Etisalat main branch and boy it was a nightmare!!! I picked up a queue number with 100 people ahead of me and after hours of waiting, I finally arrived at the billing rep. He was a friendly guy, and he dag into my bill to find out that I was still being charged for the normal data usage (not from the included 2GB data with the plan). Just because some dumb sales rep did not deactivate it! Well, now that the problem is known, let's solve it. But nooooo. I have to suffer. The guy told me to come the next day to check with customer service because he can't solve the billing problem. And so I did, again 50 people ahead of me. Total agony and waiting for 2 hours!!! I finally arrived to the customer service personnel. He confirmed what I was told the earlier day, but he can't help!!! I had to fill an account enquiry form and submit it. The form has to reference number or anything. I asked him, when should I call, he said, don't call because we won't pick up the phone!!! I admired his honesty though. He recommended that I visit them again in 7-10 days and go through all the agony again in order to check on the status because they will just ignore it otherwise!!! Again, I admired his honesty. I asked him, why can't the call centre help. He simply replied, because they are not competent and if they were to do what they are supposed to do, we won't see all the crowd in the main building! Quite intuitively, I recommended that he should inform his management. He said, they know and they don't do anything about it. Monopoly at its extreme!
The 10 days didn't past, but I thought I'd call the 101 call centre and try my luck. I was kept on hold for 20 minutes ONLY (lucky me!!!), then a guy answered me from the iphone service staff. I told him about the problem, and he told me to call 101 again and call billing department. I replied that I didn't want to wait for another 20 minutes. He said that he'll put me through, but hung up the line. I contacted 101 and chose billing, but I was put through this automated answering machine. Billing can't be done on the phone!!! I just hate Etisalat. Avoid it at any cost. The only alternative is Du, however, it is bad as well. But at least make Etisalat lose market share!!! Can't wait for a third operator to free us of both companies!!!
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