Cuban Citizen Slams ETECSA in Open Letter: "This Feels Like a Deliberate Theft"

Manuel Pupo Pérez, a Cuban citizen, has voiced a vehement criticism against the state-run telecommunications company ETECSA. His grievances focus on the poor quality of connectivity, the restrictions on recharges in the national currency, and the forfeiture of unused resources upon plan expiration, likening this situation to "deliberate theft."

Identifying himself as both a customer of ETECSA and a Cuban resident, Pupo shared an open letter on Facebook this Wednesday. Dated August 30, the letter was addressed to the ruler Miguel Díaz-Canel, the Minister of Communications, and ETECSA's management.

"It's truly baffling how an entity like ETECSA can justify charging for such consistently inefficient service," Pupo asserted.

He particularly questioned the constraints affecting those paying in Cuban pesos, stating these directly impact "the pocketbook and communication needs of the average Cuban."

Currently, national recharges are capped at 360 CUP over a 30-day period. With this balance, users can purchase, among other options, a plan offering 6 GB of data, 60 minutes, and 70 SMS, along with 300 MB for national browsing.

These plans are valid for 35 days, and resources can be rolled over if a compatible purchase is made before expiration.

Pupo's most severe critique focused on the expiration of these resources. "What's most alarming, and I dare say, ethically questionable, is the practice of stripping us of our money despite the near absence of a stable and functional connection. This feels, to put it mildly, like a deliberate theft," he wrote.

He argued that customers find themselves trapped in "a perpetual spending cycle" to avoid losing acquired resources, even though, as he claimed, they often struggle to enjoy the service due to connectivity issues.

Pupo called on the authorities to change what he deems as flawed and unfair rules. "Rules, though imposed, are not immutable. You have demonstrated before the ability to alter guidelines that, once implemented, proved to be deficient or unjust. It's time for deep reflection and to change the rules of the game," he asserted.

He also emphasized that his discontent is not an isolated case, claiming it reflects the sentiments of many users. "The people, your customers, are dissatisfied with your services. I speak personally, but I know I represent the collective sentiment of thousands of users who suffer daily from the inefficiency of your services," he noted.

Concluding his letter, Pupo demanded a public response from the authorities and specifically requested it be made via Facebook rather than private communication. "Transparency and commitment to those you represent must prevail in this matter," he stated.

The criticisms come over a year after ETECSA imposed new restrictions on national recharges in Cuban pesos and increased the prominence of dollar-denominated offers, measures that sparked significant backlash from island users.

The discontent even led the independent organization Cubalex to provide Cubans a means to file formal complaints against the so-called "tariff hike."

ETECSA had justified these measures by citing the need to attract foreign currency to maintain and modernize the telecommunications infrastructure. Subsequently, Prime Minister Manuel Marrero reported that the company generated over $24.8 million in the first 46 days following the implementation of these measures.

Nevertheless, a year later, complaints about inadequate connectivity and a lack of visible service improvements persisted.

Criticisms have also emerged from well-known figures within Cuba. In August, comedian Ulises Toirac demanded ETECSA invest the collected funds into improving its infrastructure or allow alternatives like Starlink.