Cancellation charges applied

I subscribed for a two-year internet plan (e-Life) with etisalat and was told that if I were to transfer the ownership, I would only have to pay Dh199 for transferring.

Two months later, I moved out of my accommodation and transferred the internet plan to one of my friends. The etisalat representative helped me with that and mentioned several times that I only need to pay Dh199 for transferring and told me about the monthly bill, which was Dh359.

A month later, etisalat sent me a bill of Dh1,000 for the cancellation charges! This is unacceptable as they seem to be charging me any amount they want.

I called 101 to complain about it but they say they were unable to process it because the account had already been transferred on August 10. I went to the business centre to complain about it and they mentioned they had already submitted the complaint, and I would receive an SMS on my mobile number with the complaint reference details. Till now, I haven’t received any SMS from etisalat.

The bills are due on September 15. Please get etisalat to refund my money.

From Ms Sonia Chin Lee Fei


Ms Fei updates:

They attempted to refund me by requesting that I visit their Deira business centre. However, I visited them on many occasions, but each time, they mention they are ‘out of cash’. I believe that they are not being sincere in giving back the refund.

On top of that, it has been such a hassle and waste of money, every time I visit their business centre, as I have to take a taxi and it costs me around Dh100 to and fro.

I sincerely hope that they will be honest with the refund and provide an alternative, such as transferring or refunding directly back to my account without me having to visit their business centre again.

The management of etisalat responds:

Kindly note that the customer’s issue was resolved.

Ms Fei updates:

I went to etisalat’s business centre today once more, and found they have already refunded the amount in cash. Thank you so much for assisting.

(Process initiation: September 15. Response from organisation: September 29. Reader confirmation: October 11.)

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