Dear ETISALAT

I have been a valued customer of Etisalat services, since I relocated to Dubai in July 2008. Since there was no connection to the villa to install a fixed line, I had no other option than to choose for the 3G Mobile connection.
For 13 months, I have never experienced any problems and I have paid monthly bills of 460 AED for your service in a timely manner. However in September 2009, I was suddenly disconnected with no notice. When I called up they said I had gone over our download limit which was 1000 AED. Since I am a working professional with no other internet connection available, I requested to be re-connected as soon as possible.
However two weeks later, I was disconnected yet again with no notice. At that point I was advised that my bill was 18100 AED, which was a complete shock to me. Immediately I disconnected the mobile sim card and took several actions via different channels to discover what the problem was. I was also further confirmed after 3 days of not using our 3G service at all, our bill was now 20829 AED. How come this amount could even go up if we had not used any internet services what so ever???
Visiting several of your customer service offices across Dubai, numerous telephone complaints and complaints by email, I received no further follow up on my complaint. After two weeks I was finally advised to complain by fax.
I can only expect a mistake must have occurred, because I can’t imagine or believe that my invoice can amount to 20829 AED. May I also point out that I have requested to secure my device at several occasions which was not possible apparently, so I can only assume a case of fraud here or illegal use from another 3rd party downloading on my behalf. Neither was I advised at any point during our conversation what your tariffs were. I can only refer back to my monthly history bills of over 1 year of 460 AED monthly and the confirmation of your customer services you could not possible go above the max download limit.
May I please urge you to take immediate action to investigate my complaint? In no circumstances am I prepared to pay this outrageous amount with no explanation on the downloads and having received no information from your part. I was disconnected with no notice at two occasions. I am terribly disappointed in the customer service and the handling of this complaint via all the different channels I have tried over the past weeks.
I hope you understand the severity of this case, and you are willing to take actions to come to a reasonable understanding and invoice amount to be paid, otherwise I will have no other options than to seek legal advice to formalize my complaint. Until further notice, my invoice will remain pending.
I am sure this must be a misunderstanding and we can sort this problem with a positive outcome in the next few days.