Etisalat
Reviews and Complaints

I signed a contract offered to ADEC employees. It included a phone to be paid off along with the contract bills. The iphone 5 was to be sent to me but it never arrived. I do not have the device and I do not use the package but I'm still billed for a service not provided. I went to etisalat head office in Al Ain 3 times to try and solve the problem but nothing was done. I tried to cancel the contract so that I might actually get cell phone service, but those who work at head office keep passing the problem along and ignoring my phone calls.

Post-paid with etisalat is NOT the way to go. Any problem will not be addressed and there is no measure of accountability.

Dear Sir,

I was having an elife connection. I shifted my house and requested for a transfer on March 1st week 2014. If i can remember the date was around march 5th. The ref number is [protected]. After that they send me message that the technician will visit on 10th March. After that the technician came and he said cable has to be laid. and another team will come. Then the ball started rolling and i was in touch with the customer care and they send the same technician again, and the same happened again. Severeal times i was in touch with the customer care and they are saying you will get the connection immediately. But i have not got the connection. Last month end from their back office one Mr Abdulla from [protected] called me and said that there was a mistake in the connection and we have to close this request. And we will issue another request with the correct DB number. I was asking him, i am sure if this case is closed you will again take time to complete the request. He promised that will not happen and the system will not make him to edit a request, and this request has to be closed for him to edit with the correct details. And soon i recieved a message saying my request is cancelled. But neither i recieved an sms for my new request number. And when i went to etisalat office, they were sayin there is no request and we cannot proceed for any action for no request. And they are saying to go to head office and request for new shifting. I have been cheated by abdulla and his back office team, and the customer care for making me wait for so long and closing the request by saying false info. Please take serious action against the person who has cheated me and file quick action case for getting me connection as soon as possible. My believe is now complete on the TRA. Please help me. I have attached the entire email conversation via customer care which i have only as a proof. Also the etisalat sms message is in it.

Please help me.!

And in never got any reply from them.
--------------------------------------------------------------------------------------
From: Nakul Gupta To:
Etisalat Mobile Sent: Saturday, 17 May 2014 11:53 AM Subject: Re: Help! [T2014051101AVS010Z2498319] Hi, It has been more than 40 days now, i have already tried cancelling and reactivating but i am still getting overcharged.Well
i think my complain is not looked after properly and please let me know
about the status of my refund as i was heavily overcharged for the
calls. Even the below mail i am getting after 6 days. I will definitely change my number to DU. This kind of customer service was least expected from etisalat.Also
I am shocked to know that everytime it is said that our investigation
shows no abnormality, however whenever i call etisalat you people
apologize for the overcharged calls.Please check my last call to india and see how much i was overcharged and then tell me if that was normal or abnormal.I need my money back for all the overcharged calls or else I would have to consider to take a legal
action. Best Regards, Nakul From: Etisalat Mobile To: Etisalat Care Mail Sent: Saturday, 17 May 2014 11:32 AM Subject: RE: Help! [T2014051101AVS010Z2498319]

Dear Valued Etisalat Customer,
Thank you for emailing Etisalat Customer Care Centre.

In reference with your case, we would like to inform you that the
complain id [protected] has been closed as per feed back "customer contact
but no reply, cancel the offer by sending first CIDD to 1010 then
after that send IDD to 1010 to re subscribe it we have tried to contact
you on [protected] to get more details about the issue but were unable
to reach you. Our investigation shows no abnormalities hence the
complaint is closed, if you are still facing the same issue, please
contact us on 101. We apologize for the inconvenience. Thank you for
choosing Etisalat."

For further queries, please contact us by email or call on 101 anytime at your convenience 24 hours.

Best Regards,

Etisalat, Customer Care Centre

Tel ( locally) : 101
Tel ( Internationally) : + [protected]
Fax ( locally ) :105
Fax (Internationally) : [protected]
URL : http://www.etisalat.ae

Serving you 24 hours, 7 days a week.

Go green and save the earth by converting your paper bill to ebill by simply visiting www.etisalat.ae/ebill

========================================================================

--- Original Message ---
On May 11, 2014 at 4:58 PM, "Etisalat Care Mail" wrote:

Dear Team,

This
is with reference to complain number [protected] and [protected].There are
two complain numbers because you people closed the first one and opened
the second one.

I have called several times with regards to status of the above complains.Now it has been almost 30 days.

This was regarding i got overcharged for a call to india even after activating the pack for cheap calls (*141#).

Now i have received a message that you your complain has been resolved (Which is not the case).

I need my money back for that call where i had been overcharged and i want to activate this pack.

Best Regards,

Nakul

Good Morning,

I chose to post a complaint against Etisalat - Sharjah ( Business - Sales ) as it has crossed all the limits and I have reached a point where I have no faith left in Etisalat as a service provider.

To start with, quality of service is pathetic ...
Proper information is not shared even at customer care centers.
Lack of knowledge about their own products make it even worse..

My Company wanted to give its employees business ultimate plan for smoothening its operational activities and for better connectivity.

I checked with customer care reps to understand the documents required for application ..

Document details mentioned by customer care rep :-
Authorization letter, Passport of the owner, valid visa and trading license copy

Document required while submitting the application :-
Passport of the owner, valid visa copy, emirates I'd card, establishment card. ( and its originals )

For making an application itself it took 15 days as every time I went there I was asked to bring a document which was never mentioned before.

Funny part is .. Even the execs in that section have no clue about the documentation required. Guys on different desk ask for different set of documentation for the same plan ...

Its more than 60 days that I m following up for business ultimate plan ( CUG services ) but haven't seen any luck so far...

If this reaches the concern dept.
Its a humble request ... Please Please train Etisalat employees...

Etisalat is requested to look into the 2 complaints and resolve them asap.

1. Please register my complaint that Etisalat's 300% offer is unethical, cheats people out of their original balance. Etisalat, being a giant is not expected to resort to scamming their customers.

As per the brochure and the sms received, the bonus amount has a limited validity period and can be used for calls and sms to international destinations only. When I have called home, I found that AED 58 was deducted from the main balance of AED 243~245 to AED 185, while the bonus remained intact at AED75. On contacting Etisalat Service Centre at MCC and calling 101, I was advised that first the main balance would be reduced to zero and then the bonus could be used. How can you consume AED 250 in 5 days to use your bonus of AED 75?

The above usage condition is not stated in the brochure and as the offer has a limited validity and usage, it is understood that the bonus should reduce first and then over-runs should be deducted from the main balance.

I object to losing the AED58~60 and want Etisalat to credit the amount to my main balance. The same amount after crediting may be deducted from the bonus granted by Etisalat.

2. I have called 101 to register a complaint and the person did not follow Etisalat's Code of Practice which requires a Unique Reference Number to be given for each complaint despite clearly requesting him to do so. Instead he tried to sell promotion packages for HP.

Today (4th Nov) I suddenly received an SMS from etisalatINF (1101): "Thank you for registering on Etisalat Online Services. Your token no is 18275xxxxx to complete the registration. This SMS is NOT related to any raffle draw".

After that I got a call from a man's mobile no. (+[protected]) mentioning that I have won some promo and asking me to collect a huge sum of money from Al Ansari at Khalidiya near airport. The person even gave the name of the person to contact (Syed Marwan). The catch was I had to purchase AED 1750 worth of Etisalat recharges and give him the PINs. He asked me to call him back and not to disconnect the call. I understood that it was a fraud.

I informed all this to Etisalat Cutomer care (101) and they confirmed that it indeed was a fraud. But the person kept on calling me even after that.

What I am worried is that the man told all my details: date of registration, full name, full SIM number.
1) Without a mole INSIDE Etisalat this is not possible. Will Etisalat wake up and look at the profile of their employees who are hand-in-glove with criminals?
2) Which Etisalat employee has made the SMS to me from 1101 (etisalatINF)?

etisalat elife was having problems, but suddenly it stops working
i want it fine again, its weird, i have tried every thing removing wires restored
but it is just where it was, display is " Welcome To Etisalat ELIFE TV "
can anyone help with this

This issue... has really made me learn how to keep patience and consistency...
I have used this website in the past about a year or 2 back.. and was really really happy for their help and support that helped me resolve my issue.
I am an old user of Etisalat Wasel Sim Cards. Ive had 2 numbers prior to the current number which has been with me for about 10 whole years.
800-101 is the customer service number for ETISALAT users and [protected]@contactcentre.ae/[protected]@etisalat.ae / [protected]@etisalat.ae are the complain addresses... I have drafted close to 30 complaints in the past 30 days from (28/9/2013) to (29/10/2013)
My account was undergoing a renewal due for 29/9/2013 and 79AED was deducted on 28/9/13(one day in advance)
on 28th evening i have called the call centre and spoken to Mr. Mohd Ahmed who has confirmed that there was a mistake from etisalat and that the amount would be credited back within 24 working hours.
He was courteous enough to provide me instructions on cancellation of package since i did not want the package for future use.
29th of september i have called the call centre again (within 24 hours) and the lady Ms. Disha confirmed i would receive a call within 24 hours to confirm what happened about the cancellation of service... (no call received from etisalat, nor was the issue resolved)
I have called the call centre day in and out to confirm what happened about my complaint ever since then.
Following are the complain ID's - 9749805, 3526186, 3577685, 3602999, 3626174 all of which are complaint / followup / call back requests / admin complaint / billing services / online complaint id's.
simultaneously i have called the call centre and spoken to the folowing people:-
ARVIND SHABAAN
ARSHAD THAMBOLI
SATYA(MANAGER) Who refused to give me full name
SHEIKH AFRAZ
NAUSHAD AGHA
SAIF MUKADDAM
UMESH KUMAR
JUMA DAS (TEAM LEADER) who confirmed within 24 hours i would receive a call- mid of October month
Mohammad Junaid Ansari
Ms. Puja
MR. UBAID JAFFER
MR. MOHAMMAD ALI ABBAS
MR.SHUAIB MOHD.
The calls were apparently recorded and each of which lasted for close to 20-30 mins every 2nd day.
The call centre number 800101 clearly mentions that the call may be recorded for quality assurances. What kind of quality customer service are they providing when they have asked me for 24 working hours, 3 working days, 6 working days, one week, 2 weeks and eventually its been a month and NOT ONE SINGLE CALL from the Etisalat Troubleshoot Team. On 3rd of October i had renewed my blackberry services with the 49AED social package which i have received a reminder message from Etisalat confirming if i do not recharge my phone with 49AED prior to 1st of October, my services would no longer remain active.
I have drafted several emails to the customer service, 2 of which have been pasted below.
Being a customer with the network for over 10 years, the least i expect is at the least a call back from my telecom provider after making 20 followup calls on a mistake COMMITTED BY THEM.
I was to be credited an amount of 79 AED (which is not a very big amount -agreed), HOWEVER the matter is of rules and principles that have not been followed or for that matter even looked into. All in all the least i expect from them is atleast a confirmation that they would resolve my payments. I am open to discuss the matter with any manager in the organization or credit back the amount in my phone and i will not raise any further issue. I am however tired of running behind their service and advice.
Kindly refer to the mail below.
Regards
Mohnish Govind
[protected]

Dear All,
(To whomsoever it may concern)

Kindly find attached below an email sent to the callo centre team..

I am not receiving any response from any of your people. Please help as i am in dilemma whether or not i should use your service anymore. I am hoping for a positive response as since 28th of September i have been calling in day in - day out on your 800101 service line.

Here are the addition to people i have spoken who have assured me that i would receive a call confirmation within 24 hours to resolve my issue.
1.Mr. Naushad Agha
2.Mr. Saif Mukaddam
3.Ms. Juma Das
4.Mr. Umesh Kumar
5.Mr. Muzammil Shahzad
6.Mr. Mohd Ahmed
7.Ms. Puja
8.Mr. Afraz Shaikh

All these individuals are giving false commitments to customers and i am tired of following up.
Request you to kindly assist me with a solution to my problem
Complaint References:

•3602999
•3577685
•987313
•9749805
•AND SO ON...
My Problem:
•28th of September i have called your customer service to inform that i would be due for renewal of blackberry package 79AED. I have clearly informed Mr. Mohd Ali to ensure a 100% that this action is taken immediately as i was unable to send the SMS.
•Inspite of my instructions on 28th Night i have faced a deduction of 79AED on my etisalat number +[protected] For blackberry services which was due for payment on 29TH September. Whats surprising is i was informed clearly this is a mistake from Etisalat side and they would resolve the problem by crediting back the amount within 24 hours.. which on my next followup call was re-confirmed as 3 working days, followed by a week, and evidentally its been 3 weeks + now and there has been absolutely no response from the CALL CENTRE's side.
•To sum it all up... since date of 1st Complaint, till today i have not received even one call from any of your people. Mr. Satya the manager was supposed to get back to me with the issue, not yet resolved, Ms. Juma Das confirmed this would be taken care of, still not reverted, Mr Saif Mukaddam has given me way too many promises on one call that need to be heard on the Recorded line (IF RECORDED) ofcourse.
I am hoping somone responsible can revert to me with a resolution instead of simply committing on false promises.. and degrading the brand name.
Sincerely hoping somone can help this time.
Regards.
Mohnish Govind
[protected]

--------------------------------------------------------------------------------
From: [protected]@hotmail.com
To: [protected]@contactcenter.ae; [protected]@etisalat.ae; [protected]@contactcentre.ae
Subject: Complaint: Regarding +[protected] Blackberry Services
Date: Sun, 13 Oct 2013 05:52:36 +0000

Dear Sir / Madam,
I have filed several complaints with regards to your service.
1.28th of Sept: I was well aware that i would be due for renewal of 79 AED package (blackberry services) for the 29th of Sept, so i ensured i had called your call centre to inform them about cancellation.. they gave me a confirmation they would take care of it. However on 28th evening again the 79 Aed was deducted from my account. I had called your Call centre again, the agent confirmed that this deduction was made by mistake and was supposed to be deducted on 29th which had not yet arrived
2.29th i made followup calls on my complaints, your agents dint have a clue i had filed a complaint until i spoke to one of the supervisors and he confirmed that this would be taken care of within 4 working days..
3.2nd of Oct i have called again to check on my complaint, and they have confirmed within another 2 working days since it takes maximum of 6 working days.
4.I have spoken to Ms. Shiby, Mr. Mohd Hassan, Mr. Arshad Tamboli, Satya, Saif Mukaddam and Ms. Jeena, Mr. Shuaib, Mr. KUNAL(THE BEST OF THEM ALL) and everytime i take a followup from any of these individuals, they have only confirmed that they will escalate the matter to the higher management and there seems to be no response from any one of the callers from then on .
5.Mr. Shuaib or Mr. Mohd Shuaib has also informed me within 24 hours.. the credit would be sent back to the account. For me, to be honest its not a matter of 79 AED that has to be returned to my account but prior to every call the WAIT + the CALLS MAY BE RECORDED FOR QUALITY ASSURANCE... what kind of Quality Assurance are you guys taking care of?
6.Its a shame that A BIG COMPANY LIKE ETISALAT commits a MISTAKE of DEDUCTING MONEY from my account ONE DAY IN ADVANCE... when i have already called their so called "QUALITY ASSURED CALL CENTRE" and informed them about wanting to cancel the service. It has been over 2 weeks now and your callers are still giving me 2 days / 4 days / 7 working days and 24 hours commitments.. with absolutely no response.
7.Are these calls really being reviewed because i come from the customer service background as well and i am really surprised that etisalat has come down to such poor delivery. Just to inform you i have had this number for more than 10 years.. and you guys have provided me the service till 1/1/2037 as well. Im really sorry to say but i might have to re-consider using your account in the future if this is the value i get for being a loyal customer.
8.My last and final request.. PLEASE try and get my number out of the BILLING RECON department which all your agents claim to exist because if there was a billing RECON being acted upon - Your company would understand that THEY HAVE COMMITTED A MISTAKE for which the customer is suffering.
9.I would appreciate somone gets back to me within 13/OCT/2013.

Thanks,

Have a great day.

Mohnish Govind
[protected]

etisalat made my life miserable by giving the bill of 2043 dirham for the month of account and am very shocked and i only subscribed for 279 package and every month i receive the 500 diram credit which whenever i finished the credit i cannot call out again and with same etisalat have receive bill of 300 with same credit ...i am sad cos this was not what i was told when they marketed postpaid to me..

I received a call from etisalat that i won 200k dhs from their network. It was Saturday morning, August 24, 2013 when they had called me. The guy told me that I was the one of the lucky user form etisalat. He told me about the names from the bank on which I will claim my prize. He was an officer based from abu dhabi. He instructed me also to buy a wasel load worth of 1200 dhs from wasel cards load from convenient store and send him the numbers, in able to send me the passcode from the bank. Then he told me again to buy again 1600 dhs from a paper load for the passcode in the location of the bank, but I wasn't able to complete the 1600 dhs, because I had only 600 dhs. But he said it's ok. Then I gave him the numbers... But then he told me that the system cannot send the passcode because the 1600 dhs load is not completed, ut then I refused and I said that Iwanted to refund my load. But he said I have to give him another 200dhs load in order to pay the charges, so I can refund the 1800. The mobile number is +[protected].

Etisalat had deducted 99AED automatically from my credit for the data renewal on 1st July.
The data is not activated until today, I have called and visited my times their customer service however I personally find it useless, by calling 101 i got more frustrated as they never answer and if they do they will only do it after 50 MINUTES! visiting their customer service is something that I do not recommend as people only repeat what they have been told in the training ( we understand you, we are facing a technical issues..) which makes you more and more frustrated.

MY QUESTIONS TO ETISALAT: WHY DO YOU OFFER SERVICES THAT YOU CAN NOT PROVIDE? WHY DO YOU HAVE CUSTOMER SERVICE CALL CENTRE AND DESCK IF THE PEOPLE ANSWERING OUR COMPLAINS ARE HELPLESS?

I was harassed on a weekly basis for period of several months to upgrade my television package from E-vision to e- life. I was very happy with the package I had, but was told o
If I do not agree then would get no service at all. I therefore agreed to the upgrade and, after 2 'no shows' the technicians eventually came and re- configured the system. I was told it would take up to 24 hrs to activate. First off I lost all English channels, then the whole system went down. I have had no TV what so ever for a week now. Have called customer service on a daily basis, as well as visited office in person( cost me 60 dirhams by taxi as don't drive) and they keep telling me there is a ethnically problem, and will elevate it to main office. They promise to call me back EVERY day but so far have failed to do do every time. I have made it cear that I will not pay for the service if not receiving TV and they tell me I mst lodge another complaint! Please advise.

Elite human resources is a fake agency. I was promised a job with etisalat . An amount of 400 Dhs was taken for visa work. They promised me job and visa and then no call back and no revert from them. After couple of visits to this place at alquasis, damascus street when I asked for my money back they refused to give and told me to come after 45 days. ###... Fake ...thieves... Robbers... God will surely punish them for their deeds. I'm from mumbai and I trusted this place. But what a experience... Breach of trust. They will all die in hell. If the Dubai police is efficient then I think it's high time they took some action...people please do not go to these people. They are a scam on a large scale.
Divya .

i receive many time call from number +[protected], that my sim card etisalat [protected] have won AED 500, 000 BY ETISALATINF

just today i face the worst customer service in AL WAHDA MALL with one Philippina staff of etisaltat 21 h she was screaming on my face because i wanted to ask her a question, she doesnt want to give me her name or any details about her and she told you can complaint on 101 and iam in charge here. iam really disappointed

On 28 November around 12, 00 I was notified by phone from the company EtisalatINF that I am the winner of a Etisalat Contest. Please let me to know if indeed there is a contest and this is not a scam.

08-11-2012
Today morning I have reported the eLife complaints to No.101.
My. Account No. with Etisalat eLife is : [protected]
My Request: Please avoid the complaints but activate my communication system via eLife.
Today is Thursday. We have urgent communication for the forth coming UAE National Day Lighting Illumination in Al Ain City.
I am the General Administration Manager & Senior Project Co-Ordinator of Light Tower Group.
Please solve the problems of my network system urgently
Sasankan Damodharan
[protected]

I received a call from someone claiming to be from Etisalat [protected])
The caller told me that I had just won the lottery and to call him back.
I called back and he said that I had to confirm a certain number is in my simm card. Of course I did not.

Im R.Casimero etisalat number [protected], some one call in my number and told me i won 200, ooodirhams from etisalat sim card number.his no.[protected] and he ask my name, emirates id card number for identification, he said can i take the money to deira city center branch at dubai islamic bank!and before i claim the price i must need or breing this important my id card, simcard, coupon number, number of check that he given me, and i must buy in any store of 1500worth of recharge card.but i told him im in work maybe i can go out night time.he said ok i will call you latter, after 2pm he call again and i told him if you are working in etisalat can you used 101 number?and he reply to me i will call to the police and to immigration so that you return back to your country! pls.try to stop this number maybe he victim to others.