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1.2 584 Reviews

DU Complaints Summary

28 Resolved
553 Unresolved
Our verdict: If considering services from DU with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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DU reviews & complaints 584

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4:27 am EDT

DU defy hop repaires

Hi

I dropped off my Hob at Defy in Durban on the 02 March 2017. I was told that they have 5 days turn around time. I phoned on Friday 10 March 2017 to check on my Hob and is told they were waiting for the special glue but they were working on it. On the web site it said they were open on Saturday, I called but no one answered. I called on Monday I was told that the technician doing my hob did not come to work. I spoke to Raja who said it was beyond his control, but will sort it the following day. Till today I still have no direction what is happening ( repair of my Hop, they had to stick the glass on). Ref 612657

I am disappointed with Defy Service Workshop.

Du Madi

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7:20 am EDT

DU du bills dispute

May I please introduce myself. I'm Sherwil Aquino and just wanted you to know that I've been a solid Du customer from the time i came to Dubai 2012 and having three accounts (1.[protected], 1.[protected], 1.[protected]).

However, There is this incident that just happened which is not so acceptable. My credit card has been charged by DU in an amount which is not supposed to be. I was on leave from January - February (for three weeks) and I didn't use my data from my account 1.[protected] cause I got my own number in my home country which has my own personal data. I got the Plan for 150aed per month and now upon checking there is also an extra for 40aed per month which I didn't purchase at all!.

Also, I came to know that I have an additional number added to this account 1.[protected] which I am not fully aware of. How did this happen knowing that I am out of the country?

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4:25 pm EST

DU monthly plane 150 dhs

Today I receive many message from du to informing me I upgraded my monthly plan from 150 to 1000 while I didn't make any upgrade I explain I didn't make any ting and I need to go back to my plan 150 monthly many persons today I talk to them no any one solve my problem and they telling me if I don't want this upgrade I need to pay 15700 dhs and other one tell me I will pay 5500 name pikash in the customer service many email I send no one respond please solve my problem I need my plan 150 dhs as I assign contract with du only 150 not 1000 please I need some one to call me to solve my problem however the upgrade done done by mistake or by system mistake but please I need to solve this issue as soon as possible I have been with it Etisalat for 11 years I didn't face the same problem I just start to use du SIM before one month ago what I know du is big company so please help me and fix for me this issue by the way I make compliant in sharjah city center and the number is [protected] and my phone number is [protected] please I need du support to fix this issue and to make me back for my monthly plan 150 as the same contract that I assigned before. Your response will be much appreciated.

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1:48 pm EST

DU postpaid simcard

am called mwanje mike iwas lied by a du worker and he gave me a [post paid lsim card with this number [protected] and he did not tell me anny thing about the service appart from convincing me to sign from deira city centre so ihave complained to du to concel down the sim card usage because am not using it so therse are my small detasils mwanje mike jebel ali zone, , email addresss [protected]@gmail .com mobile number [protected] ineed to de activate the sim card immediately
thanks

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Update by mike mwanje
Feb 17, 2017 1:57 pm EST

this is the du number iwant to dea ctivate please help me du [protected] in names of mike mwanje ugandan by nationalitry date of birth 18 may 1989 am at learns16@gmail.com

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6:40 am EST
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DU mobile billing fraud

I have been a customer at DU for almost a year now. Over the last few months I have noticed my monthly bills increasing. Until the last two months where they were simply extraordinarily high for no reason. I have checked my statements and I seem to be billed for services i am certainly not using such as roaming and ridiculously high amounts too. Last month i was even billed twice.

I have been given no explanation for this nor h=do they bother getting back to you or offer a refund. To make matters worse, there are many others facing the same issues and I have a social media post and comments to prove this. This company needs to be outted asap for this unjust activity. I feel they are a fraud and they are taking money from their customers for services not rendered.

Please help!
Thank you

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angieho
, US
Oct 17, 2017 6:46 am EDT
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I have been a customer of DU for the past 5 years. Out of a sudden, a week ago, they decided to activate autopayment on my account - without my knowledge and authorization. After having called them, I was advised that my account HAS TO have autopayment activated and it is impossible for me to deactivate it. For 5 years it was fine without autopayment and now it became a requirement? They also could not tell me when it was authorized and could not provide any proof of authorization.
Second issue is that every time I travel abroad there are 1AED international roaming charges added to my bill, every day like 5, 6 times. My cellular data is always off so is my LTE. I never ever use any data abroad and i am very careful as this happened with du all the time. Last month I was not in the UAE the whole month, they still managed to charge me 74 AED in roaming charges (all 1 AED charges). The month before 48 AED. And DU refuses to credit back the amount, although regarding the previous 1AED charges they agreed that there is a glitch in their system and they are working on it (last time they said this a year ago) They also agree that lot of customers have the same issue.
Now knowing that every time I travel abroad I will be charged for data which i do not consume, I will never get a refund for it, and autopayment is forced activated - this makes me now cancel my postpaid plan.

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Abdullah Imtiaz
, US
Oct 05, 2017 3:21 pm EDT

I agreed 100%, the same4 is happening with me since few months without my consent they are activating services i even dont know the names and sending bills without any justification, their CSR are worst everyone will tell you different story, Please don;t take any plan from DU they are FRAUD

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2:56 am EST

DU big cheating by du salesman

Dear Sir,

I am a DU customer since 2008 and I am holding a postpaid connection of emirati 100 Dh plan on [protected].

The day before yesterday (07/02/2017)one of the DU sales man come with an IPAD of DU and told me that he can upgrade my number to another plan with more benefit of local and international call, etc..etc..and I provided the documents as required to be upgrade and he asked the first month payment of the plan 125 DH. So I gave the same.and he given the new upgrade sim as well.

Yesterday when insert the sim on my mobile, I understand that he cheated me. The sim have a different number and he activated a new postpaid connection for me and I can't cancel the connection for one year.

Please note the below points as well;

The documents he collected is expired emirates ID and how you can validate the same.

I Didn't make any signature in any contract so how it will be valid. pls verify the signature in the attached documents

I want know that this game was planned by the sales man or Du net work company and did you never think about your reputation.

However I want to cancel the new connection by giving back the amount 125 DH and punish the sales man accordingly

New connection number is [protected]

recently I come to know that its happend to many of my fnds.

Awaiting for your earliest response.

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asd012
as, IN
Jul 03, 2022 2:44 am EDT

same problem happen for me also bro. i need a prepaid sim but he gave me a postpaid sim after that i recived a call from du they said he will proceed the postpaid network! i said him no . i need a prepaid card. after that he said me after two days you can cancel from any du office, and i cancel that. then after two months i got amessege from du i have 300 something payment bill is there . how its possible.

be carefull with du

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darwin borja
, US
Apr 02, 2017 4:39 am EDT

it aslo happed to me. just like you said
this is the picture of the agent .

i hope du will take actions about this

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Be care
, US
Feb 22, 2017 3:00 am EST

Big Cheating by Du Salesman,
One of the agents of DU sales man arrived with an IPAD at our office premise and introduced us a new offer of Du stating that for 125dhs we would be getting monthly 6GB data, 300 minutes flexi call, auto call stop & international roaming etc. etc... Few of us agreed for the offer and AED 125 paid to him by cash. But actually what we got is 1 GB data, 300 flexi minutes only. He agreed us that he would mail us the bill for the payment, but we didn’t get it yet.

Additionally, some of us who were already subscribed to Etisalat postpaid connection were transferred to DU to get this offer. They also got only 1 GB data & 300 flexi minutes. Also we are informed to him our Etisalat Postpaid connection as per 2 year contract. so we can’t cancel the contract because we have balance 1 year as per the contract. If we are cancel the contract then Etisalat will apply a penalty for incomplete days, that time he agreed this contract breaking charges never will come, if this charge will come then I will manage.

We received Etisalat bill with penalty charges on December so we tried to contact the agent via phone ([protected]) & whatsapp, but no response from his side and later the number was switched off. We Have the proof of the offer he introduced us.

From our part we registered a complaint in Du customer care for getting the agent details, and did follow up more than 10 times. And also registered a complaint directly at Du business center 4 times. It’s a very bad experience from DU that no actions were taken against this

Attached some documents as proof to this case.

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10:02 pm EST

DU fake scam calls

I just have got a miss call from a mobile number [protected] when I called back there was a pakistani guy introduced himself as rakesh kumar,
He said I have won the lottery of aed 200, 000 from du and dubai duty free and I need to go to money exchange and do the procedure.

I hope you will check what is the issue with that number so that they can not fool any innocent.
Thanks.

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3:42 am EST
Verified customer This complaint was posted by a verified customer. Learn more

DU overcharging!

just a very disappointing day to see i was charged for the 5GB extra data promotion froeclosure fee of AED 1200, and when i called their customer service i was told it was a breach of contract for not finishing the 1 year contract, while as i remember, when we took this sim, we were told to pay 150 monthly and they will automatically cut your data once it is done so we will not be overcharged. after the 3rd bill, we are now being billed for extra 10-50 dhs. now, we stopped using the sim we were charged of this extra 1200, which was not even discussed with us and we didnt even requested to cut our line... in the very first place, we were not even aware that this was a 1year contract. as we were told we can cut our line whenever we want. i once had a very bad experience with them 3 years ago for over charging, i never won after so many complaints, didnt had a choice but to pay it, and now, again... totally disappointment!

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Abdullah Imtiaz
, US
Oct 05, 2017 3:25 pm EDT

Du is total fraud, just boycott it everyone

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6:11 am EST

DU scam, lies and ripoff

Please check the information in the bracket and assist.I have have been deducted AED.0.5 EVERYDAY because of the below information.I have tried to unsubscribe more than 100 times in vain.I did not subscribe anything like this and i have seen other people complaining of the same, meaning that it is a scam.REMOVE IT FROM MY NUMBER SOONEST POSSIBLE!PLEASE! My mobile number is [protected]. THANK YOU.

(Thank you for activating Ask-A-Tutor Daily.Click http://bit.ly/1Xqs1gc to continue.Your subscription will be automatically renewed on 0.5 AED/1 day . By subscribing you are accepting service T&Cs & authorize du to share your mobile number with SYMBIOTIC who manages this service. To unsubscribe send UNSUB ATUTOR to 9059)

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1:36 pm EDT

DU broadband internet billing

Very and extremely poor customer service I ever experienced in Dubai despite being a regular payee. I never failed to pay my internet bill. I only made a mistake in paying a wrong account. It's been 4 months now and my issue is not yet resolved. Just a simple switch takes freaking time to fix. I provided all necessary proofs and it seems like its your mistake you can wait. The billing team doesn't care at all as I never receive a call from them. Service agents only do role plays and managers only try to assure you and nothing else. Nothing is sorted out. They don't even bother to call you back. WORSE SERVICE I EVER ENCOUNTERED.

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5:19 am EDT

DU failure to do the basics

Not sure why we need to deal with a company that can not do the basics of recharging a mobile phone. For a week now, I've charged my mobile online and received a transaction ID and charges were deducted from my Credit Card however the company fails to charge the mobile. After complaining and raising a ticket, the billing team decides to close the ticket without resolving the issue. Are they hoping that I'll forget about the complaint? One week and and no resolution. Congratulations DU!

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11:38 am EDT

DU unauthorized mobile charges

From the january and until present and am under con from du company
after reviewing my jun bill i found that du are taking a lot of money from my side without even my notice and this is as per my today's call with du customer representative .

On december 2015 i had asked for extra 5 gb to my data and i called back on 19th of december to cancel it and actually it's appearing on their system that i did call back for the cancellation but literally till this date they didn't cancel my request and they are taking money for no reason is this is the trust i gave to such a company ?! all the details from january 1st till this date is on their system and they are charging me every month 200 dhs extra for something i already cancelled it and i was confirmed by mail that i already did.

I need the refund of the accumulated cost which is 1, 200 dhs. I have all the details of the cancellation of the service and all my proves of the cancellation on this date

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6:20 am EDT
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DU payment systems

Every time I try to make the payment via IVR or online payment systems, after submitting all credit card and payment information, after clicking "Submit" I receive an "Error" message on both. This is ridiculous! Electronic payment in a modern system takes seconds to be completed and reflected in the core system. Your payment system supposed to reflect the payment immediately, not "within 48 hours" (!) as your Phone CSR's trained to say. If you don't have efficient people in your team to fix these problems- HIRE PROFESSIONALS! BTW, the call center agents also have to be trained better.

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thesh7
, AE
Jun 29, 2016 12:26 pm EDT
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LET ME START BY MENTIONING THAT DU HAS THE WORST CUSTOMER SERVICE I HAVE EVER ENCOUNTERED, getting through for customer support is a nightmare, going to one of your support centres needs list 4hrs of waiting to get served. my problem is i have been looking to pay my postpaid bills which I cannot do who in these world looks for the creditor to pay bills ..you should make payments easy and convenient . the worst.

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1:45 am EDT
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DU blackberry data

Worst service every from du. I was facing issues from 15th march with my social package for blackberry and on 31st march I decided to deactivate it and activate it again but the worst was yet to come where the service got deactivated but never got activated accept that I loose my credit every day with out the service on my phone.

Complained was been raised on 31st march and I was asked to visit a store to check my device and sim but everything is fine except the technical error with their systems.

No call back received.. I follow up everyday and get lie promises to receive a call back with in 24 hours..

Shame on such a service who just work on taking away money. Shame on du.. The worst service ever..

Been 8 days today.. And still waiting for their one call?

Shame on du.

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11:46 am EST

DU prepaid sim

Recently i took 125 aed monthly plan unfortunately lost my sim card the same inform to customer care and they suspended the sim, and said after suspending your billing will stop, when i visited the du office in alghurair city centre to get the same number and migrate the sim to prepaid they took 335 aed and said migrated now more than 3 days still my sim is not activated. This number is registered with bank and i could not able to do any transaction absurd.kindly request to get activate soon or else i have to go further higher level. after using 8 years service this is really a bad experience with du customer care. when i call to customer care after 3 days they said there is no update any details.

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7:40 am EDT

DU mobile service and internet

I have recharged / topped up with aed 120 (50+50+20), after checking the deal deal available at *055# as 3gb is available for 119 aed. Inspite of sending the request to du to activate at 20.07 hrs after topping up, it is not being activated till now (22.56 hrs.). It is in the hands of du to decide any of the following options. Whether to consider du as a begger by breaking and throwing the sim. File as suit against du for the worst act of cheating, if not activated. Port the sim to the other good operator. I am already not using the sim for calling as i already had a bitter experience.

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10:20 am EDT
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DU billing

DU service is plain awful! I terminated my internet connection 5 years bearing i mind that all things are paid and settled. Then today i get a message saying i need to settle a pending bill. What the! After 5 years?! What kind of service do you have? And you expect me to provide you will details from 5 years ago. And u threaten me with you legal department? Your sevice is so lousy terrible horrific.. im totally lost of words to describe your service.

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2:44 am EDT

DU mobile services

DU is absolutely SLOW and WITH incompetent Customer Care. This is really UNACCEPTABLE. Just to share, we have transferred my number and got a new Postpaid package from DU and the customer care rep says that it should take 12-24 hrs and it will be automatically updated and i will get my service back BUT it's been more than 24 hrs and STILL NO SERVICE, whenever i tried to call them (155) they just "Sorry but we cannot do something about it", my flight has been rebooked due on this and Seriously UNACCEPTABLE. We have waited for more than 2 hrs waiting in queue for the service and till now we are still waiting? There's no escalation point, no one is taking care of the complaints, there's no such word can be describe with the Service, especially Customer Care Service. If there is something Worst than WORST, DU Will TOP it OFF!

Really Bad. Really Bad.

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Myuntamedheart
dubai, AE
Mar 07, 2016 1:18 am EST

we had the same experience.. it was a very bad decision for me to get their service but i have no choice now as i've signed a 2 yr contract data plan, but i have decided to pay the fine rather than suffer, .very bad and disappointing system they have!

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6:06 am EDT
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DU dedution from acc with out any use or knowledge or receipt

 have a DU sim bearing 0556312351and was surprised to see my balance reduced from 18 to 9 only, three time with in one month the customer care inform me that i have used a mobile data which has costed 6.5 AED and a call at 8:19 pm of 63 Fills. Surprisingly, i just reached my home at that time, have used wifi which is etisalat network, and never made a call to any. The amount i lost was just negligeble, but the faith...is totally lost on their mechanism.

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IhateDu
, US
Jan 25, 2016 5:14 pm EST
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This happened to me twice in 3 days and I did loose a considerable amount. They have done nothing.

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2:23 pm EDT
Featured review
This review was chosen algorithmically as the most valued customer feedback.

DU - du lair staff in abu dhabi hq

I bought a new Samsung from DU not paid fully cash but I made a contract with them, so I can pay the price of the mobile in period of time. The mobile which was sold to me was not what they have described it to me. Not having the features that they told me it suppose to have. I have spoken to their staff in Abu Dhabi head Quarter, even to those who sold...

Read full review of DU and 22 comments

DU In-depth Review

Website Design and User Experience: The DU website has a modern and user-friendly design, making it easy to navigate and find the information you need. The layout is clean and intuitive, with clear menus and search functionality. The overall user experience is smooth and efficient, ensuring a hassle-free browsing experience.

Range of Services and Products: DU offers a wide range of services and products to cater to different customer needs. From mobile plans and devices to home internet and TV packages, they have a comprehensive selection. Whether you're an individual or a business, DU has options to suit your requirements.

Network Coverage and Quality: DU provides extensive network coverage across the UAE, ensuring a reliable and stable connection. Their network quality is commendable, offering fast and consistent internet speeds. Whether you're in urban areas or remote locations, DU's network coverage is impressive.

Pricing and Value for Money: DU offers competitive pricing for their services and products, providing good value for money. They have various plans and packages to suit different budgets and requirements. Additionally, they often have promotions and discounts, allowing customers to save even more.

Customer Service and Support: DU prioritizes customer satisfaction and provides excellent customer service and support. Their customer service representatives are knowledgeable, friendly, and responsive. They are readily available to assist with any queries or concerns, ensuring a positive customer experience.

Transparency and Billing Practices: DU maintains transparency in their billing practices, providing detailed and clear invoices. They ensure that customers are aware of the charges and fees associated with their services. Any changes or updates to billing are communicated in a timely manner, avoiding any surprises.

Innovation and Technological Advancements: DU is committed to innovation and technological advancements. They continuously strive to introduce new services and products that enhance the customer experience. From advanced mobile technologies to smart home solutions, DU stays at the forefront of technological advancements.

Corporate Social Responsibility: DU demonstrates a strong commitment to corporate social responsibility. They actively engage in various initiatives and programs that contribute to the community and the environment. DU's CSR efforts reflect their dedication to making a positive impact beyond their business operations.

Overall Customer Satisfaction: DU has consistently received positive feedback from customers, indicating high levels of satisfaction. Their reliable services, competitive pricing, and excellent customer support contribute to this positive sentiment. DU strives to meet and exceed customer expectations, resulting in overall customer satisfaction.

Pros: - User-friendly website design - Wide range of services and products - Reliable network coverage and quality - Competitive pricing and value for money - Excellent customer service and support - Transparent billing practices - Commitment to innovation and technological advancements - Strong corporate social responsibility initiatives - High overall customer satisfaction

Cons: - None identified

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