Etisalat
Reviews and Complaints

Please note one of our telephone line has an issue with Etisalat, wherein their technical department must resolve the matter. They say that number is deactivated due to bad debts and non payment. However as per our records there has no bad debts or non payment as each month bill has been paid on time.
However when we contacted SMB support they asked to Etisalat business Center with required documents. When we went there with all documents, the counter staff said there is no fault and this must be rectified by technical department and asked us to call 8005800. We spoke to them and they gave us a complaint no and matter is still not resolved.

Good day

Alaaddin aktan
+[protected]

Object: complaint about etisalat billing

Dear etisalat management,

This letter is to complain about service, which i did my best and could not solve it till date, and it was seems that was impossible simple points to solve with etisalat call center persons.
But with regret to inform you that the call center of etisalat person are not capable to solve and convent the customers.

Hereby, i received bill of november 2015 for the number of [protected] as 1, 580 aed and i did the payment it is but later on while i checked details of november bill and found that i paid an amount of 640.89 aed under title of benefit and discount for which i give call to etisalat and i raise up my complain to correct or to clear me with details but unfortunately there was no clear answer from call center person and again i gave call but result same no clear info then again, again, and again gave call, so finally they informed that, “we are sorry for that, it was wrong billing and this would be refunded for the next billing” which never refunded.
When i came be sure the amount is not refunded, and immediately have been given call to call center, and then the etisalat call center came to informed with other story that “the amount is transferred to number from other account” which i never had other post-paid account, and when i informed them about this then i was told that “this amount was pending from same number before i changed to pre-paid account and when i shifted this number to postpaid then this amount issued, which show unprofessional excuse and explanation, and it is completely not acceptable reason that call center are changing reason of additional payment, and keeping quite while they do not have any answer of our questions, and in case all above excuses.
I was quite happy with etisalat and i know that etisalat is respected company and we know that etisalat is not that small company to be behind of those small things and also i am sure that etisalat will not transfer any number from post-paid to pre-paid without clearance the previous single payments (If there is), and this happen to me and my number was post-paid then i cleared all the pending payment and later on i have been transferred to pre-paid, but after sometimes i have been changed again from pre-paid to post-paid.
Hereby, me, alaaddin aktan as owner of +[protected] is strictly informing you that, i will stop to use this number and i do not accept any responsible for the amount does not belongs to me at all.
And please note and record that i do not accept any extra single fils come from etisalat to above number starting from october 25, 2016.

Dear Sir/Madam, I have picked up Etisalat service with 16 GB I Phone with billing contract for 12 month for rental 314 AED after complication of my contract on Dec I requested for the cancellation of my line my request no [protected] on 31st Dec 2015. Same time its deactivated my line and as per the representative my line is permanently cancelled. While checking I found that my line outgoing is blocked but my incoming line is active while checking with 101 they inform me that it will takes 7 days for the same as my bill is not generated once I paid it will be cancelled permanently. While I found still active I complained again my reference no is [protected] they confirm me that it will resolve by 48 hours, but still same and while checking with 101 they informed me its resolved and closed. After payment I called even they told me you have to wait till 7th Jan. On 6th I received a call from no [protected] as per conversation the lady she asked my why I want to cancel and I informed that while prepaid is so cheaper so why we will use Post paid so she confirm that she will migrate my number from post paid to prepaid I confirmed. Now while checking the same that I found my line activate still with same and every time calling 101 I got different answer from each persons. So I am just afraid that how I can cancel my line I am afraid also may be they play with me. Kindly please help me. Thanks & Best Regards Shaikh Asif Ikbal Alli

I am filling complaint for Etisalat service. I am new in Abu Dhabi, in October 21st I went to Etisalat office and asked to subscribe me for the smallest post-package 150 AED/month. In November I felt that something is wrong, because I saw I have too many minutes. I went to the same office and asked to check the package and I was told that I am subscribed for 500 AED/month. I told them that I did not ask it, they checked with their employee and lady confirmed that she made a mistake. They told me that package will be changed without fees in the end of November. 28th of November I went there and they changed plan for me. In the beginning of December I got bill and there is one time charge 1, 008 AED for changing plan. It has been 3 weeks now since I am trying to make them to fix the bill. Why do I have to pay for Etisalat staff mistake? I even agreed to pay 500 AED for November, even I did not ask it! But charging me for the fixing their own mistake...is not it too much?

Dear etisalat team, My name is sukhvinder, I am working in emax electronics Lamcy branch, I took I phone plus 64gb gray color from etisalat head office in april month at the time of etisalat promotion 180aed per month, but after one month I am gating Calles from 101 & etisalat customer services department which I have to pay some pending bill for [protected] which is not my number, then I visited nearest al nahda branch, they made a one complaint for me (complaint number [protected]) & etisalat person show my all document showing on this number which is not related to me, Now yesterday again I got Call from etisalat, & asking pending bill amount for this number [protected] which is 4000 about & I went etisalat main branch near union metro station, they told me to go nearest police station, I went bur Dubai police station & muraka bad police station also but I did not get better reply from etisalat, Please do the needful with this matter with high priority & find the all attachment & below mails for proof, Your kind assistance in this matter will be highly appreciated & kindly check this issue & please revert back. Thanks & Regards, Sukhvinder singh [protected], [protected]

I shifted from one apartment to another one in June, I therefore asked for being reconnected to the right place. Everything was fine. After one month I received my bill 299AED on the PDF invoice, I went to the Mashreq portal and had another amount to pay… strange, but well ok I payed. The next month I received another bill but this time 2x299 =598AED on the PDF, on the Mashreq portal I had another number which I payed again. I opened a case in the same time saying there is a problem somewhere and asking them to find why those amounts were different… One month later, nothing solved, one more bill this time 3 x 299 = 897AED… on the Mashreq portal I had again another amount which I did not payed, waiting them to solve this issue before. I had few answer from the customer service saying they never received my payments, I called the bank, went in person, gave them extracts and proof and so on… nothing solved. Later this month I got disconnected for non payment… and received one more billing, next month still nothing solved, still disconnected and one more billing. At last, and after several hours on the phone and mail written they finally found I payed but on my former account. They never told me the account was changed as I only shifted and did not created another account or anything… so they refunded me what I payed with the Mashreq portal. But… I still had to pay for all the pending months even if I were disconnected. "Nothing can be done", I therefore payed and asked them to close my account. I am now sharing the connection with the neighbour and that's it… Next time Etisalat please be fair, you broke the contract in disconnecting me and you then ask me to pay for your errors and incompetencies (4 months to put your finger on the real issue). That is not the proper way to deal with your customers. No honey no money.

I received a call to get a free speed up for my Internet. Instead they gave me a new account which means now i have an e life products including Internet, TV and Phone). Etisalat told me this package is provided for the same price i paid for the "Internet only". I called Etisalat again after i got a bill of service charge of 60 aed. The month after they send me a bill of just 100 aed, and instead of correcting the amount for the following month they send me a bill to high and want me to pay additional 80 aed. I complain trough email and on the phone but one problem is following after the other.

I bought a VOIP calling card for AED 50 on 10.10.15. Upon scratching the card the first 5 digits disappeared. I called the customer care number on the card and was disappointed to learn that they had no responsibility for the card. They did not know the card issuing authority or the service provider. They said they could not even take complaint on the matter. They said they had no record of the card or the number. Upon asking about the bar code they said it was in no way helpful. I am surprised that the customer center of a such a large service provider could not provide a satisfactory response to a complaint like this. They admitted that it was an authorised card, but did not know who the issuing authority was now to which authority the complaint should be given, I was told that it was not possible to replace the card nor did they have any records to check the card number. I believe that this is not the first instance as I came to know from the retail dealer that he had received several such complaints but no remedy was ever provided. I wish to mention that incidents of this kind would in fact makes the customer loose his confidence and on the dependability on Etisalat services. Please let me know how I can my loss be made good and what is my remedy. looking forward to receive an urgent response. B R Shaji

Dear Sir/Madam, I'd like to bring to your attention that I'm having the worst experience with your company.Last year july 2014 i was bought i phone by 1 year contract.on Augest 2015 i was paid my all bills then they are make my account as prepaid sep 1st 2015 i recived a bill amt of 47.28dhs. immediately i called customer care they told me no need to pay anything because you are now a prepaid customer.then 06 oct 2015 i recieved a bill for month of sep - amt 248dhs honestly am not using anything from etisalat even my line is a prepaid.Am sacre why i need to pay for exctra money now am in full of stress.I already log a complaint regarding this issue to the 101 they told me they wrongly made a bill they will respond with in 5 days. is not good why i need to get exctra strees wasting my time please find a solution for me my mob:[protected] the same number have the billissue. by karthikeyan balasubramanian

Dear Respected sir, This is ashar hasan i had a bad experience of etisalat customer services . I placed a request for a new router on 24 august 2015 but Its not resolved yet soo many time i had spoke with customer care representative. Senior also but every time they told me that we are following up your request technicin will visit soon i am fed up with this thing. They told me that there is offering going on you will get a new router in 120 dhs . I have upgraded the internet to 50 mbps but not able to use the services. Kindly arrange the technicin as soon as possible

Since I moved to UAE from USA last year, I only have nothing but problem with Etisalat service. Their home phone is not really land line, but a VOIP ! Iif the internet box doesn't work then the phone stops working. I have to reset it every other day by power cycling!. I wouldn't know when the phone was dead until I use it next time!. If I call 101, they will reset it and the phone will work again for some days. Even if I tell the rep not reset but troubleshoot, they will reset it. They don't listen to customer problem but very politely respond as if they do! Etisalat contract out their field work to some tom and cherry companies and those people are very wangling and tricky. These guys will instruct me over the phone to respond with "1" to the next message from Etisalat and the problem will be fixed! actually doing so will close their ticket. Such a crooks they are! My home phone still does the same thing again and again and again for more than an year!

Secondly, my Mobile phone number gets over charged. I called and opened many complaints and still not resolved. Today (29/9/2015 @11 am) I called 101 and talked with Dalia. She said she has not access to my billing but go to etisalat center to fix it! I have done that before and they directed me back to 101 service. So I am not doing that again. She opened a complaint number [protected] but from my previous experience, this complaint number is another bogus number and nothing is going to happen!

Here are the main issues;

1. Their billing system is full of bugs. They charge me every month some amount that neither me nor the customer service rep will have no clue! Rep would say she/he has no access to my bill! (then why are they taking billing calls?) Then the rep will open a "useless complaint" and after few days I will get a message saying that "the issue is resolved" where nothing will be fixed! I will be like "what the heck?"

2. If I call again, then they will direct me to visit an Etisalat center, and will say "is there anything else I can help you with". Oh yah, good luck, they got me there because my busy schedule won't let me go and wait for hours to fix their billing errors. Any way I went to their main office once and the office manager, who hardly speaks English, said "the people at 101 were fools because this problem should be fixed by them". and directed me back to 101. Come on, am I stupid?

3. The customer service people are overly polite and poorly helpful. Also they are tricky, to just hang up on me when you politely show your unsatisfactory view about the service or if the rep sees your frustration. Also if you press "1" to give a survey at the end of the call, the rep can choose to let you leave the survey or not ! Seriously I had that experience may times. I will be waiting for the survey and line is gone! what the heck ?

Etisalat support thinks being overly polite is the way for customer service. In my openio this company will never improve their customer service because they have no need for that when it is a monopoly. I would definitely choose another provider but Etisalat is the monopoly here and no competition to them in Abu Dhabi.

4. They have a very fancy looking but unprofessional and confusing online customer website. It appears that it was intentionally designed that way!

I informed Etisalat in June that I was moving house and going to an area with no etisalat coverage. The guy told me to cancel the contract all I had to do was bring in the box and wires to the sales office and they would cancel the contract immediately.
I visited the sales office on the 3rd August and informed them that we moved out of the house at the end of July he informed me that I would be charged a one month penalty for not giving one months notice.
I told him that I had already notified Etisalat but he insisted I clear the bill or he could not cancel the contract.
He also told me to raise a complaint in September to get the fees refunded.
I have called 101 11 times and spoken to 2 supervisors who all assure me they will call back and never do. The complaint [protected] gets logged then a couple of hours later I get a text saying it is closed.
Please help this is the worse customer service I have ever experienced and it is your error not mine!

My name is Jithin I am from Al Ain .I was using etisalat e-life television only plan for last 7months, now i shifted to a new villa and i approached etisalat main office for shifting my elife service to my new place.They asked me to clear the payments till date and i did the same, but now they are telling they cant shift the service due to some problem in their system and only they can do is to cancel the service for that i have to pay extra 500 Aed as cancellation charge.
i really don't want to cancel the service but the etisalat is compelling me to cancel it, its just their mistake that they cant transfer the service. i have registered a complaint regarding the same with complaint id [protected]. and my account numb is [protected]. Can any one there to help me out calling your customer care is such a waste they are behaving as if l had done severe mistake with etisalat .such a worst service i ever experienced.Please help me to transfer my service.

As a prestige customer, I have been paying Etisalat over 1, 000 US dollar per month, mainly as a result of intensive travels in Africa, making roaming calls.
Since two weeks I have been blocked and nobody can help me unblock, nobody is calling me to help me and when I visit a customer care centre or call customer care I get put on a side track. " we will call you back, you get compensated when your next bill is generated" etc.

No communication on the progress, no ownership of solving the issue, no compensation and worst of all, still no solution.

To me it is clear, Etisalat does not care at all about their (prestige) clients. They do not seem to understand it is not them but the clients making their business.
Rest assured, they will learn in future, inshallah...as the current world is around client experience and not about a service providers defining the rules, as it used to be 15 years back.

My suggestion is, go to dU, the other UAE serve provider that is much more friendly, better equipped in customer experience and more human.

Remy Heuver

I am moving to a new apartment which already have an elife account installed. To avoid duplication, I want to cancel my current account

I first call 101 to inquire about the cancellation process. The staff suggested me to go to Etisalat in person to cancel it. I may not be in Dubai at end of the month so I want to go to the branch earlier. I specifically asked if I can go to any branch now and request to cancel the internet starting from 31st August, and the reply was positive. So I went to the branch at Emirates Headquarter on 17/8 morning.

I told the lady in Emirates Headquarter branch, that I would like to cancel the account on 31/8. She simply redirected me to business center. She is either unaware of the fact that I cannot schedule to cancel it on a different date, or she is only focus on directing me without listening to my request clearly.

I arrived at the business center near union on the same date 17/8 afternoon around 4pm. I explained my situation to the reception, that I would like to cancel internet on 31/8. However, I was only told that the system was down at the moment and I had to return in another time. The gentlemen in dishdasha was the same as the lady earlier, either unaware of the procedure, or too focus on sending me away without listening to my request clearly.

I went to union branch again on 26/8 morning 8:45am, explaining the situation to the reception downstairs. She gave me the coupon to wait, after half an hour system breaks down for a second time and the staff started sending people away. I came back to the reception to ask for more information but again the lady sent me away and did not inform me that I wouldn’t be able to cancel it on a different date even if the system was working.

Finally I reached the counter at union branch on 27/8 after 45 minutes wait and was told the correct procedure. I have no choice but to return to the branch again on the 31/8, the fourth time in this branch and fifth time to Etisalat counter. I have spent around 200aed taxi and hours to come to Etisalat branch multiple times for nothing. If someone along the line had listen to my request properly, or if they had known the procedure better, this would not have happened.

Staff general knowledge on cancellation procedure must be improved. They should listen to customer’s need clearly but not simply send customers away when system is down or when they think the task is not related to them. Plus the system should be better maintained since it breaks down twice in a month already

I received s call from +[protected] at 12:26 as a miss cal, and i had called back at 12:44, a person picks and tells me i am calling from Etislat Abu Dhabi, your number has won 200thousand Dhirams and i can collect my money from UAE Exchange. and then he gives me a number which wasn't clear and tells me to repeat, and when i repeat the given number he tells me in Hindi why am i joking with him and he was aggressive in his talks and kept asking me where i am calling from.I dropped the call after an argument with him.
we done have time for such bogus calls. please try to find out why such fake calls from Etisalat.

It is totally un acceptable to impose new changes on existing customers.
Currently I am using Etisalat Elife E Pehla Silver and paying monthly rental AED153. Etisalat sent a message we have added new channels so your monthly rental will increase up to AED175. We don’t want these new channels so why it has been imposed to customer without having customer demand and wish. They can introduce these channels separately like they have some other packages. Who ever want these they can request for that.

THIS is TOTALLY UNACCEPTABLE. I would like to request Etisalat and UAE government to come up with better plans not just impose something on customers

eLife triple play

with due respect i would like to bring in your kind notice, I am the victim of eLife triple play using internet, landline and television eLife channels. i got package for 359 AED/month, last month when I went to pay my net dues at delma mall etisalat franchise I handed over 360AED to cashier named(Jolutalo) he told me you have due 330 AED for net so I have paid 330 AED as Receipt no-11171-1.in account no-[protected].in next month when I went to same place as above mentioned, cashier told me to pay 420AED because you did not pay full amount in last month, so after a long discussion etisalat representative could not satisfied me and I have to pay 420AED.hence I would like to ask you why I have to pay 420 AED although my connection package is 359 AED/month. previous month if I could not pay full amount its due to cashier mistake why he have done like this I don't know? but I think he intentionally he made this mistake because he knows what happen will be in future. now I request to department to adjust my extra paid money in next month, which one I have paid by receipt no-14016-1.

I got Etisalat Internet sim by their agent on 10th of May. But the connection was not given.I complain on 12th and customer care says they need 48 hours to correct it. Unfortunately, still they aren't give the connection. ( after 8 days)When I call to customer care service, every time they are not given good answer. There is no responsible officer to contact also.I realise that Etisalat SriLanka is cheating the customer service and not given better service.