I recently requested etisalat to cancel my eLife package. Apparently, since it is based on a two-year contract, the representative told me I would need to pay Dh500 for cancellation, as I hadn’t completed the first year. I was not informed there would be extra charges for cancellation. However, when I applied to cancel my internet service in February, etisalat staff told me I would need to pay extra device usage fees for the next 16 months (I have only completed the first eight months of the contract), which is ridiculous.

I raised a complaint due to this issue, and after endless phone calls to customer service, they finally agreed to refund the money once I returned the device, and email them the receipt. After sending emails three times to their customer care, I didn’t get a reply, and again, via a phone call, they asked me to visit their business centre, which I have been to several times, due to the same issue. I am frustrated by etisalat’s customer service and the way they treat their customers. I have to keep running to their office for something that is supposed to be done properly by etisalat staff. I hope this issue can be solved and I get my money back.

From Ms Yinghiu Liu


The management of etisalat responds:

Thank you for bringing Ms Liu’s concerns to our attention. Etisalat’s customer service team would want to apologise for all the inconvenience caused to her on the cancellation of eLife package. As she was not informed about the exit charges on the package and set top box (STB), a refund is being made to her account. Ms Liu has been contacted and the case is solved.

(Process initiation: March 19. Response from organisation: April 3.)

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