Unfair penalty charged due to Zain’s mistake and lack of clear information
I am very disappointed with Zain. I did not sign any written contract or receive clear information about the penalty conditions, and the sales person only mentioned that the contract duration was 2 years. They did not clearly inform me that if I stopped the service before the end of the contract, I could be charged a huge penalty.
I used the service for 6 months and then travelled on vacation for 3 months. During this time, Zain charged me a penalty of 870 SAR plus 3 months of fees (717 SAR), for a total bill of 1,587 SAR. I told them that I am willing to pay the normal bills, but the penalty should be removed because nobody informed me about this condition, and there is still 1 year remaining in my contract.
So far, I have already paid 550 SAR, and there is still around 1,027 SAR pending. I am being forced to pay this remaining amount while my service is already disconnected. I kindly request Zain to remove the penalty so that I can pay the remaining normal charges and reactivate my service for the rest of the contract period.
There is another serious issue: even though my service is suspended, the system is still showing daily data usage of around 45 GB per day. I do not understand how there can be such high data usage when the line is not active. This makes the situation even more confusing and feels very unfair to me. I am asking Zain to investigate this matter properly, cancel the unjust penalty, correct any wrong usage records, and allow me to continue the service normally.
I do not understand what my fault is in this situation. The mistake is in the lack of clear communication from Zain’s side, yet I am being forced to pay a large penalty. This is completely unfair and feels very unethical. I would like Zain to remove the penalty and simply reactivate my service for the remaining contract period, because I am now back in Saudi Arabia and ready to continue using the service.
I am sharing my experience so that other customers are aware of these hidden conditions, and I sincerely request Zain to review my case and resolve it in a fair way.