Etisalat
Reviews and Complaints

Etisalat.. Not only horrible service but also horrible customer service. I have received a message that I subscribed to connect package, and now my credit was withdrawn in daily packages though I should have been subscribed earlier to other package! How come I don't know! I'll change to any other network. My whatsapp status has now been changed to tell people that u have horrible costumer service. Keep it down and ull loose it all.
Adding to that my network barely connects in my house... One of the highest prices for a minute... Other complains...

Hi,
I am Mohammed Enayat Bhopalwala, [protected].I subscribed to elife to Asian package as the lady adviced me.
On 22 Nov they came with the device and did the connection and told us that u will now get all channels till your package starts within 24 hrs.
Today is 26 th that too over but neither did we get channel nor our package started.
Have been calling umpteen times to 101 and spoken to more than a dozen representatives, even the supervisor mr Wasim.9.30 to 11.20am today was speaking to etisalat 101.Have sent so many emails also to [protected]@ etisalat .ae
Still nothing done, no one bothered to even call.
They keep on saying they will call n update but in vain.
Totally tired n harassed by etisalat .
We don't know when will TV start or not.
Thank you so much Etisalat for making your customers miserable.

i have been facing multiple issues with etisalat, starting with false information in regards to TV packages. After my bill went from AED 300 to AED 450, with me not being aware of why there were additional costs i couldn't be able to pay anymore and for this reason they disconnected my internet. Now almost 7 months later i am getting a bill of AED 4200 and a warning that if i do not pay i will face legal charges. i am in shock and looking to file a complaint through a lawyer as for one i have not had internet in my house for months and yet etisalat has been charging me the whole time. there is absolutely no explanation to this and when i made the connection they did not mention anywhere that should i not have internet i will keep paying.

kindly assist as this has come as a shock and i do not have the funds.

Thank you.

Guys it is the 3rd party service from Etisalat/Du, maybe they are tie up with them.. that is why service provider giving a permission to access our account without user approval. That means it will be subscribed automatically without our knowledge. We only come to know about this when the balance amount debited from your mobile account balance.

If you want to unsubscribe this service kindly sms "STOP BMFITNESS" send it to 1156. Within couple minutes u will be unsubscribed from this unauthorized service.

Thanks,
Ershad

Hello, I have shifted my eLife dubai connection to Sharjah al nadha on 08/10/2016 and allotted a new number in my new flat in alnadha Sharjah. The number was working for a single day and became inactive later on including eLife tv, wifi and land line connection. I complained many times through the number 101 and talked with the managers named Mr Imran, Mr Unib, Mr Rakesk &Mr Naveen. Nobody could solve this issue and it's over one month now the service is not provided. The funny thing is that my Sharjah number is allotted to some other customer now. And it takes an hour to talk with a manager to explain my concerns by holding my call for even more thuan 15 minutes. So far I never get even a call back from any of the customer service executives even after the assurance from the above mentioned managers that they will call me back. The horrible thing is the cannot tell a time frame to get back my service even after one month with out any service. So today on 11/11/2016 I put request to cancel my connection because I found it mere waste of time waiting for Etisalat to solve the problem. So from my experience I suggest all that this is the worst customer service I faced in my entire lifetime from any of the companies. They will give you false promises and buy your time everyday when you call. But don't belive. It is better to cancel the service if you found any problem and opt for any other. Please don't wait for the solution. I have waited more than ONE MONTH and I did not get it solved.

I had requested to shift my Etisalat Elife ([protected]) to my new flat, but the concerned authority is so irresponsible regarding the same. Even I had called tocustomer care, sent e-mail many times, even though least botherd, It is almost 2 weeks now! Although it is a new apartment. waiting kills! Feeling disappointed, it is better to discontinue th connection I guess.

Please post this in your paper section. I applied for shifting my Etlisalat elife connection from my earlier Apartment to a new Apartment within Al Nahda Sharjah(within 2 km distance).

It has already been over 7 days now and I have not received any message, call or action regarding the request. I placed the request to shift on October 30, 2016 and each time I followed up with the customer care, they informed me system did not generate the request internally and is slow. They will raise it, escalate it and mail the concerned team. Nothing happened. And till 5 November, customer care team informed within 7 days your connection will be shifted.

Today it is November 6 and it has exceeded 7 days and still no contact from Etisalat. I have followed almost daily since 30th Oct for status as I moved to the new apartment on 31st Oct.

This is seriously unprofessional service.

dears

good day to you

i applied through vodafone egypt to transform my mobile number

[protected] from etisalat to vodafone

next day i got message from vodafone on that number reporting that etisalat egypt refused the request because the name of sbscriber is wrong or missing

i called etisalat call centre they told me that the name is right and didnt tell me the reason of refusal

kindly i need your assistanc in solving this issue

i am a customer to etisalat egypt since many years and you can confirm that from mu national id [protected]

it is not accepted to obligate a customer to be on the same network if he asked to leave

i think that its my right to do what i want as long as i respect the company

with no obligation to refuse a vodafone request with not accepted reason

once again i thank you so much for your patience

accept my deep respection

your

dr/mohamed ali alsaied mohamed

egypt

[protected]

[protected]@gmail.com

Respected Concern,

I used to be an Etisalat Service user then in June I decided to change my service provider and applied for potability with DU which was accepted (after paying Etisalat dues and Etisalat cleared my number to change network) then later Etisalat sent message to me and to DU that some dues are pending and based on that DU stopped my services.
After my enquiry with Etisalat I came to know there has been an amount charged to me for AED99 (as rental charges for the month of July) which I never used. I approached Etisalat for the same they recognized and refunded back the amount and advised me to pay rest of the amount which I paid and got my number cleared.
It’s been 12 Days my complaint was logged with the ID [protected] and I received confirmation from Etisalat that this has been resolved and closed.
Unfortunately it turned out to be a Lie from Etisalat. Today, 20 of Sept my mobile number [protected] is blocked by DU because Etisalat sent them a request claiming that 99 AED is pending (which they cleared and messaged me, screenshot attached).

I request your urgent action on this so that my number can be unblocked by DU.
Regards
Hafiz Ali
[protected]

I have made a payment to my DEWA account through ETISALAT paying machine in SHEIKH ZAYED ROAD, and the money were stuck and the machine went ruined, ETISALAT ENGINEER took the money and told me the procedure is to collect them from Etisalat main branch or they will automatically post them again into my DEWA account and it will only take 2 days as a maximum, this incident happened on 31st of JULY and until now I do not have electricity in my house, every time I follow up with ETISALAT customer service they always tell me we will follow up and update you ASAP and yet nothing happened, so I just wonder what should I do to fix my situation its an urgent one and I am really lost I do not know where to go and what to do I visited 3 main branches and still no help from them.

we have given an application for the reset of the our username on 29th of june 2016. the customer service person promised us it will happen in 2 to 4 hours. but it didnt happen even after 24 hours. later on we have made several complaints with the below numbers
[protected]
[protected]
[protected]
[protected]
[protected]
[protected]

even after complaining several times, nothing has happened

As a business email account we are loosing a lot of communication and business. doing a business with mail for a week is definitely not imaginable

I don't know how I got a certain caller tune on my phone no from Etisalat, which I couldn't change, strangely after one year I got a message mentioning that the caller tune will be renewed for another year which means that I will pay another year for a caller tune that I don't want. after several years I managed to remove this caller tune with the help of one of the hotline service attendants. however after some months again I got a message mentioning that this caller tune will be renewed for another year, without giving me any choice.
I called Etisalat hotline again (101) and twice with no luck.

Hello
I subscribed for 20 GB internet package with Etisalat Egypt using THEIR DEVICE (wifi modem). it has a screen that shows the usage. when it was 13.8, internet started to be really slow, I contacted customer care, they informed me that package was finished, when my usage was only 13.8 GB (from the screen of their device, customer service agent couldn't help me with anything and advised that I have to visit one of the customer care centers. I did at 1 pm (it was freaking hot already) and the customer care agent (AYMAN TAG EL DEIN) was completely careless and totally rude and neglected my complaint. told me to report that the counter on the device ism't accurate, I said that I wish to do that. he said you report that through the website and then ship it somewhere. I told him this is too much for me and asked him to help but he was very very careless. I got really furious and took out my SIM card, broke it and gave it to him in his hand telling him this is not making sense to me and I will never use the company again. He SO COLDLY answered, you're welcome with a mocking smile. Agent knows nothing about customer care and he was obviously not trained on how to deal with clients.
I went straight away to Vodafone, bought a new wifi device and subscribed to the same 20GB package.

My name is: Malek Mahmoud Nagy
Agent's name: Ayman Tag El Dein
Branch: Sharm El sheikh (Marina-naama bay)
Date: Sunday June 19th 2016

I wanted to port out my number from Etisalat to Du when my contract ends since I was not satisfied with Etisalat. I called Call center several times to verify when my contract ends and they all said March 17th, 2016. I did so because I know I might get conflicting messages and they told me what I have to pay. I travelled for 10 days and got back end of March where I paid my bill and then applied for the transfer on the 29th. Etisalat approved the port out on April 1st, and everything worked out and my line got switched to Du.

Two months later, Etisalat calls me and now stopped my line claiming that I owe them AED 1865 for exit fee, April and March bill. this is ridiculous as if I know that when I called, I wouldn't have switched my line to Du. I demand to have those charges reversed as I got the wrong message from Etisalat employees and based on that, I went through the port out process. Or, we can switch my line back to Etisalat.

I received an SMS advising me that I had about 217, 000 loyalty points.
When I went online to try and redeem I failed to access my account.
I called 101, the Etisalat help line on 31 March 2016, they confirmed I had the indicated loyalty points but that there was some issue with the account at their end. Complaint tracker was opened number 8885497.

A few days later I had access to my account but ZERO loyalty points.
I called 101 again and a Complaint tracker was opened, number 8929126.

Since then, I have called them several time to follow up, but the online service 101 is useless. All they do is email the department or guy that did nothing in the first place. So far, a total waste of time.

They won't give me a number to call, or an email to write to.

I have been a loyal customer since 1992. So much for Loyalty.

We would like to highlight the issue regarding Etisalat hypo line that hasn’t been resolved until now. We shifted to our new office last March although it’s the same building just different floor along with it we shifted all our accounts (DEWA and Etisalat line to our new office) so we process our accounts to respective sections, afterwards, Etisalat installed our line but only the main line, they didn’t install our hypo line. We called their customer service and raised a request regarding the installation of our hypo line.

Many follow up mail and call has been done before they sent their technician to our office. Whenever a technician will be visiting our office, they are informing us that we don’t have hypo line installed as per their system so they advised us to go to Etisalat business center and asked to apply for a hypo line but every time we are going to their business center, the customer support is telling us that we have hypo line as per their system. Then again, a complaint was raised and another follow up calls and mails has done, technician went to our office and again telling us to go to the business center. So we raised again a complaint to the customer service and informed us that as per the system, it shows that we have hypo line. Same scenario the technician will be coming to our office to check so I spoke to their IT Supervisor and asked him to send me an email that shows we do not have hypo line and sent to me.

Next day (April 11) since no solution has been done to our problem I went to Etisalat Business Center in Al Baraha to delete our hypo line then apply for a two new line and asked them where can we get a compensation as they are charging us for the month of March and April for hypo line, the customer agent informed me we need to raise a complaint for the compensation. She raised a complaint herself regarding compensation and informed me that the accounting section will be contacting us. We are also advised that it will be done 3-4 working days, we are expecting on the 17th of April that we’ll be having a two (2) extra line however, it fails us so the next day, April 18 we contacted Etisalat for follow up, then the customer service informed us that there is a system error so they cannot delete, after 24 hours it will be resolved. Next day (April 19) again we followed up but still the same there is an error so they cannot delete our system.

So I decided to go again to the Business Center in Al Baraha to escalate the problem to the Manager however, the Manager advised me to go to the Customer Service to check and follow up. I went to the same Customer Service and informed me that it still shows system error. She escalated it to the Manager, and they assured me that the Manager will be following it up to the IT department and will be informing me so they asked for my number. I also get the number of the Customer Service for follow up however, at the end of the day, no call or email has prevail from them so I send a message to the Customer Service for the update and informed me that the Manager is the one following it up.

We are a Facilities Management company and cannot accept that we are only using only ONE telephone line to communicate to our clients, suppliers, subcontractors, applicants, etc.

Sir

I got a telecall from Sales Representative on 22nd. January, 2016 . On phone the sales representative told me that Etisalat is offering Devices . I was told that every month 10 companies name is selected. My company Coast Accounting and Auditing is one of the 10 companies.. I was told that i will be offered 9 Laptops but if i wanted more I can get on my Sharjah License also.
I was also told that I will pay Dhs 275 only for each laptop. but it was not very clear if I have to pay Dhs 3, 300 for each laptop. The case was misrepresented to me. I accepted the offer and sent the required documents. PLEASE NOTE THAT THE SALES REPRESENTATIVE COMPLETELY MISQUOTED ME. I was also told they will send the form which I must sign. However, I did not sign the form. The devices were sent to my office the very next day, without even my signing the form . The whole deal was completed on verbal conversation .

These Laptops are unwanted forced on m ethrough misrepresentation. I made complains to the customer care for the last 4 months, but my case is not being studied properly and proper consideration is not taken of my case.
Also Etisalat Billing Department has given notice to me that if I do not pay the overdue amount my lines will be disconnected.
Please Sir consider my case as these 9 nos laptops are unwanted by me and these are lying in my office unpacked.
I humbly request you to consider my case fairly and take back the laptops.
Kidly ask the accounts Dept. to hold the payment for laptops until matter is resolved. I am paying my telephone fax and Internet bills regularly.
Please send me your complain number
Thanks & Ragards
Issardas Bhatia Ramesh
Owner & Authorized Signatory.
Coast Accounting and Auditing
Tel: [protected]
Mobile [protected]
Email [protected]@eim.ae
Web site Coastaudit.com

Dear Sir,
My complaint registered as : [T201604110D51S010Z6685949] is regarding the response of the customer service of your product: Etisalat Loyalty or Etisalat rewards at: [protected]@etisalat.ae
Check the below mail and their reply to my complain regarding the unstoppable SMS i am receiving from them for a product i did not register for and i don't want especially that i started to ask them for support after that 101 customer service was not able to assist me, i am sure that Etisalat has records of my call for support.

This below, was my email to them after my call to 101
--- Original Message ---
On April 11, 2016 at 8:14 PM, "G M" wrote:
Dear Sir,
I am trying to stop the SMS for the "Etisalat Rewards Member" on one of my 2 mobiles with Etisalat as operator and am not successful.
I tried everything, blocked it twice and receive the block confirmation and still...nothing seems to stop it.
I even called the service center, he was not able to help me, at all...
on the contrary he asked me to unblock and re-block as if i was now working for Etisalat...

Please note that i am very unsatisfied with this service and i want it to stop.
i never filled any document stating i accept to be in this reward program, kindly help me in stopping it.
Thank you

The reply from rewards was re-sending me to 101:
Dear Member

Thank you for being an Etisalat Rewards Member

In response to your email, you are requested to call 101 customer service in order to assist you.

If you have any queries, suggestions or any account related issues, please do not hesitate to call our Toll Free No. 800 6673 and we will be happy to assist. Our working hours are from Saturday to Thursday, 09:00 to 21:00. You can also reach us on [protected]@etisalat.ae. To know more about Etisalat Rewards please visit www.etisalatrewards.ae.

Yours sincerely,

Etisalat Rewards

As an unsatisfied customer i replied the following:
Sir,
Your automatic reply is not acceptable to resolve a challenge, this is not service.
I am not a member and don't want to adhere to your service, if you check it you will see that there is no information filled.
If you had read my mail, then you would have known that i already called 101 customer service and they were inefficient to handle this issue.
Furthermore, i don't want to know more about Etisalat Rewards except that i don't want to receive your SMS.

and received this great customer service reply and support below:
On Wed, Apr 13, 2016 at 5:45 PM, Etisalat Loyalty eMail wrote:
Dear Member

Thank you for being an Etisalat Rewards Member

In response to your email, kindly be informed we understood your email from first time and as we advised you earlier you are requested to call 101 mobile section in order to assist you.

Yours sincerely,

Etisalat Rewards

So, they understood from the first time...
still, If they understood my mail from the first time (wrong attitude already from a customer service) then they should not start their reply by thanking me for being a member which i am not!
second if they understood it, they should not ask me again to call 101 since 101 were not able to help me, of this i have also informed them and still i receive the same reply.

This is for your information and maybe assistance.

Thank you
George Maragel

I'm a Etisalat mobile user. Through its daily deal I received 20 flexi minutes (international + local) after recharging 25 AED. But when I was calling my home Sri Lanka instead of deducting the free minutes it deducted from the main account balance ! So I made a complaint to Etisalat and they responded that Sri Lanka is not part of the deal ! It was really disappointing and misleading what Etisalat did to misguide the customers and collecting money from them while not mentioning anything about the countries that are not part of the deal. So I suggested them, instead of sending customer a deal mentioning that if they recharge this much of money you will get this much of international minutes free, append to the same that these countries are not part of the deal; hence customers won't be cheated and misguided. I consider this to be a real violation of customer rights !

I have made complaint regarding a fraud happened in my account in November 2015 which was resolved from etisalat end and I was told your complaint has been resolved and closed, you don't have to pay for the fraud happened. I got a confirmation message also regarding the same but from passed 1 month I am getting overdue message and cal to pay the overdue. When it was resolved then why I am getting a cal. I have launched complain regarding the solution for same 2-3 times and till now it's not resolve. Please check my complain history and remove the overdue amount from your system.

Now Etisalat has disconnected my connection also. Complain is not resolved from their end then why they have disconnected my connection. First they told complain has been resolved and you don't have to pay anything, I got message also for refund or adjustment that also I am attaching in this complain .Please do the needful as soon as possible.