DU
reviews and complaints

Dear Sir/Madam,

I am writing to you in response to 1-[protected] and further complaints.
I have received email from DU on the 14th of August 2017 and it did not answer my questions in the email I sent on the 12th of August 2017.

1, A date when you will return my money from the first complaint 1-[protected], 04/08/2017

2, A date when you will return my money from complaint no. 2, 10/08/2017

3, An explanation why DU is so incompetent when dealing its customers and subsequent complaints

1. In the email DU sent me was mentioned that 350dhr from 10th of June was refunded to my balance however you did not tell me how to received my money in cash. Change my credit and return to me in CASH.

2. The second issue was not answered at all. I have been charged 700 dhr (350, 350) on the 10th of August and I insist to get my money in CASH.

3. You have provided no explanation why you have deal my complaint so slowly.

I expect you to respond within 48 hours.

Regards

Nikola

Sent 12/8/2017
Dear Sir/Madam,

I am writing to you regarding:

1, My previous, and outstanding complaint 1-[protected] on the 4th of August 2017.

2, To make a new complaint regarding further money taken from account since my first complaint, on the 10th of August 2017.

My number is: [protected]

I finished my contract on the 9th of April 2017 however I was charged 350 dhr on the 10th of June 2017.

I visited DU store straight after first charging on the 11th of June 2017 and called number 155 (customer service).

We agreed with billing department as well as with operator on 155 number that my money will be refunded to the same account because It was charged by mistake!

After more than one month I received message that my money were refunded to my balance 'more time' however I have never agreed with this solution. So I emailed customer.[protected]@du.ae to sort it out but they never did!

On the 10th of August I have been charged 2x 350 dhr (700dhr) again! This situation is no acceptable anymore! The overall service I have experienced has been awful and I have found DU to be untrustworthy. There is no reason me to be charged after my finished contract 3 months ago.

I want you to provide me with the following:

1, A date when you will return my money from the first complaint 1-[protected], 04/08/2017

2, A date when you will return my money from complaint no. 2, 10/08/2017

3, An explanation why DU is so incompetent when dealing its customers and subsequent complaints

I expect you to answer these questions within 48 hours or I will make a 3rd complaint about you Customer Service & Complaints department.

Kind Regards,

Nikola Michalickova

Hi,
On 9th of this month @ 9.02 pm I called du customer care .
The reason behind this was that, I was on an Emirati plan where I will receive 600 national minutes and 1 +5 GB, that is 6 GB data.
Since my data was over I called your customer care from my number [protected] and it was a lady who attended my call. On her conversation I asked her for additional data offers. First she offered me 6 GB top up only for one month for 200 AED. Then later she offered me an option saying that Am on Emirati 150 plan and There us a offer like if I upgrade it to Emirati 300 plan I will get an discount of 50 AED, That means I will get this plan for AED 250 until my contract finishes on Feb 2019. And the benifits she offered me is 18 GB Internet, 1200 national minutes and 300 SMS.
She said it will be updated with in 24 hours and this month I will receive the Data on pro-rata basis. But I didn't received my promised 18 GB data as promised. Then I called ur customer care the same day and also on 10th. Both times they said, It will be upgraded in 24 hours. But now today I called ur customer care executive and then he is saying that I won't get the data, and I will get only the promised minutes only according to the system. Thus is a pure case of cheating from your executive's side. I got cheated and she put me in a contract plan where I am not getting the offered data. That day I called your executive and repeatedly verified with her and all times she promised me of AED 250 Emirati plan with 18 GB data, 300 minutes and 1200 minutes and my total monthly bill will be 250 plus 145 (My device rental), i e, 395 AED.
She smarty trapped me in this wrong plan and activated it.
Am requesting you to kindly help me in this fraudulent cheating made from your staff and get me the right offer I was offered. Am attaching the screens hot of the call history' also for your consideration.
Please do the needful asap

I still dont understand why i should keep going to du offices four times aweek taking my emirates ID which i know is the official thing any company ask to verify and register my sim card but its 7days now and my simcard is blocked.even if i call the said customer service they dont talk and has no option to speak to specific agent.as i write this am resorting to etisalat if my sim card is not opened

aug 7, 2017, 2 person agents of du they offered us mobile plan iphone 7plus and samsung s8 for iphon7plus 18 months to pay 170 per month and s8 150 monthly, that time they told us the promotion is last day, that promo only for the staff in the mall in dalma, then we took that plan because of the mobile plan, they copied us our emirates id only, the we signed it the form without reading because they guided us properly, then they asked 125 for simcard activation the we pay 125, the mobile we can get it wthin 10 days aramex will bring it they said like that, then they go already then later on we knew it that they gave us the post paid plan we went to the du store they said its not true were not giving mobile plan without credit cards, so that time they cheated us, we dont need this post paid simcard because i have already post paid in etisalat we want to complain and to cancell the simcard post paid and our money the 125 because we dont need it we took that plan only for mobile not for post paid simcard. I didnt open the simcard i still didint use.i dont want to pay monthly because thats not our like he lied to us he fooled to us and its not good just to have a sale i hope you can help us.

Yesterday, I received a call from a number 971-.[protected].
A guy said that I have won lottery for 200000 de's.
To prove that he told me the first 7 digits of my sim card, and asked to check and call him back. I too did that.!
What led me do this?
He had all my information ; my name, nationality, credit in my phone, and sent a code on my number at the same moment for the confirmation that he is actually calling from "du company"
See the screenshot.. He is from india he told and his name is mohd. Ali.
Later, he said, that I should tell him my emirates id card number so that he can transfer the funds to uae exchange and I can collect it from there. What bull [censor].. 😂
I called du customer care to complaint as I knew that its a fraud, I was worried to get such calls.
Today, I got calls from the same number again and again. I had to block the number but I am still worried, how come they have got all our information? And can send codes and messages with the company name?
So, ppl be very careful. Hence I am posting this, so that all du customers will be alert.

On 4th june 8:13am I first received a sms from 1542 saying “thank you for activating my game service monthly …………………………………” at 8:13am and on that morning my mobile was not connected to any internet. When I called 800188 I was told it’s activated because I browse one webpage. I asked them how this service get activated without a confirmation sms or a confirmation popup, but no reply. If there is a charge involved for a service that should need a verification before activating. It was cancelled at 8:15am on the same day so the service was active for 5 minutes only but I was charged for the entire month..

On 16th june I receive another sms from 1542 saying “new games for you aed10/week. To download click http://wap.tellytune.com/wap/unsub/myac.php to unsubscribe from mygames click - http://wap.tellytune.com/wap/unsub/myac.php so I click on this and clicked the unsubscribe.
*and I received this... *
Thank you for activating "play zone service weekly". Click http://playzoneportal.com to continue. Your subscription will be automatically renewed for aed 10 for 7 days. By subscribing you are accepting service t&cs & authorize du to share your mobile number with baghauna who manages this service. To unsubscribe send unsub play to 1129.”
* again I called 188 to cancel and it was done within 10 minutes, but I had to pay for the complete week.

On 21st june again I received sms from 1542 “thank you for activating my games service monthly. Click http://wap.tellytune.com/wap/du-games to continue. Your subscription will be automatically renewed for aed 30 for 30 days. By subscribing you are accepting service t&cs & authorize du to share your mobile number with tellytunes who manages this service. To unsubscribe send unsub mg to 1542.”
Again this was cancelled within 10 minutes but I had to pay for the complete month...

*
*after I email to care. [protected]@du. Ae they said this service was activated by me and they will not refund the charges. And they send me this...*
*
Regarding to the ‘my games service’ subscription we would like to clarify some points as below:
- the service provider did not send a verification sms and the subscription got activated once you open or browse the link http://wap.tellytune.com/wap/du-games as per their statement with the subscription proof.
- the service provider sent the promotional sms’s from ‘1542’ and the name of the service provider is ‘tellytune’
- the service was activated on the 4th of june 2017 and we have deactivated the subscription and then got re-activated from your end on the 21th of june 2017 which we have deactivated it on the same date.
- the charges were applied as valid charges of ‘aed 30’ monthly.
- the handset model was mentioned by the service provider is for all types of the mobile phones which can subscribe into the service as per below:
Mozilla/5.0 (Linux; android 6.0.1; sm-n920c build/mmb29k; wv) applewebkit/537.36 (Khtml, like gecko) version/4.0 chrome/52.0.2743.98 mobile safari/537.36

Concerning the ‘play zone service’, it was activated from your end as per the service provider statement on the 16th of june 2017 and got deactivated on the same date with a weekly charges of ‘aed 10’, whose service promotional sms is sent from ‘1129’.

They said it was activated from a device with android 6.0.1 but my device has android 7.0

From the first activation I called them, emailed them about it but they didn’t take any steps to protect their customer...

I am very disappointed with the way they serve their customers. I had applied for Du Home services, their technician visited my home fixed the router and modem and asked me to wait 24 hrs for activation. Its been more than 48 hrs after installation and the services are not activated, its been more than 4 times i called their customer service but none is giving me any information on the activation time. they simply putting it off saying their agent will call me back.
I suggest go with etisalat their services are much better than DU

Called du for a wifi enabling, they sent me their agent. First he asked for my WhatsApp number (I'm using my country number) substuntiating this by telling me that this is the policy of the company and they gonna send messages via WhatsApp. After finishing paper stuff he didn't want to leave and was trying to take a photos of me! Late in the night I received a message from him on WhatsApp. I'd force to turn to police for the violation of my personal privacy. It's disgusting how your staff dare to behave with your customers!

I signed up the 100AED for 10GB plan, every month they hugely overcharge me. My bills from January to May were like: 126AED, 356AED, 179AED. This month is 282AED. They basically just charge you whatever amount they want. I called to ask for refund, they refused.
PEOPLE IN DUBAI: don't use du! Don't sign contract with them. They are just a monopoly and trying to rip you off!

The worst telecommunication company to deal with in UAE, Yes, believe me, I am a loyal customer and I have 3 different services with this company home service, and two postpaid plans ( one for me and one for my wife).

I requested for an iPhone 7 last year and the company sent me an agent to collect the required documents, I explained clearly to the agent that I am a Du customer and I have heard that I am eligible for new iPhone 7 and I have two postpaid plans with Du, he confirmed to me that I will get the phone in 2 weeks time and he handed over to me a Sim card that I never asked for.

Till now, I never received the phone 7 that I requested for, and they are asking me to pay a postpaid plan bill that I never requested.

I logged a complained 3 times and I called several times to follow up, however, Nobody cares and they only close the complaint without even calling or investigated the issue, I am experiencing a very poor customer service everytime I am interacting with Du team, they are incompetent and very poor customer service and very rude.
I called today to follow up again on my complained and I was surprised by the agent hanging up the phone on my face when I asked to escalate my call to his supervisor ( his name is Wael ).
I tried all possible options including emails to the company, telephone and I have left with no other options that sharing my bad experience in social medias and my friend blogs.
I started with this complaint board and I will make sure that DU will get notified in te highest level soon.
I recorded all my conversations as well as the name and the dates of persons I interacted with.

Hi, i take one sim from DU, as per there plan they told me you will get 3GB Data & 300 Flex minutes, which was wrong and they did not provide, after one month i pay the bill and go to cancel the sim, they told me you have to pay 1200 charges to cancel it, what the hell i just through the sim out, now they are sending emails and making calls on my refrence number that we will put case on you pay 2000 dirhams. what is this?
they are doing buisness in dubai or making fool people.
i will not pay this bill, if they are going to court then go. because DU is wrong and they are liers.

Im writing you expressing my complete disappointment with Du and the worst services ever!

First of all after changing my plan for a cheaper plan (100aed business plan) I still got extra charges that were not explained to me previously upon applying to this new plan.

Second I have a super busy schedule at work and have no time to call and complain every month when I should rely on a good service and trustful company! Instead I keep finding tricky bills full of messy details! Costumer service is the worse ever! Takes forever to get to the point and no one is really able to fully solve the situation! When ask to speak with manager! Manager is never available!

Third aspect and the one that concerns me the most, tricky and not clear bill information! I must say this is the worst billing information I have seen! I got 2 emails with my billing information and upon opening I read, as a costumer, what metters for me which is the grand total! The total I am supposed to pay for that month! For example in one of my bills shows the grand total of 40.24aed! And on second page I see the payment slip exactly saying the same amount due to pay! I don't honestly go through those small letters and numbers as I rely on you guys!
And then I get surprised that I have been deducted of 317.04aed (big difference no?)

It is obvious for me that something is not right here! This is not clear and I now my rights as a customer!

Another aspect is that I kept getting emails asking me to proceed to pay those 2bills manually, when before it was set for payment automatically debited from my card! And when I go to do this payment I realized it has been deducted already from my account!

I am super unhappy with all this confusions month after months and I am seriously considering closing up my number and go to another company because this is not clear and not reliable

Please find attached, the details I just mentioned regarding the information that comes on the email, specifically on the pay slip (which accordingly should be the amount I should pay)

Sent from my iPhone

I bough new iphone 7+ from Dubai Mall cause they failed to do online ( they sent me a contract to sign with missing pages, how professional. They did not even reply when I ask the other pages.

Then I went to a shop got the phone+ package. I asked the lady to cancel my current package ( pretty logical) and she verbally confirmed. I only realized she did not when I receive my bill and had to pay extra. They said I have to go to shop and talk to manager ( who was not there) Their customer service is useless. They guy who called me did not even know what I complained about ( he thought It was about 3 years all payments back! Now they just tell If you want your complaint to be solved do yourself or thanks for the extra money you never needed to use

i also receive this type call from [protected] he says to mi im big winner of du lottery and you give us 12000 aed in du recharge card. then i relise this is fake call and i visit the du lottery official webiste and call to du head office number and i check my lottery online and i claim my prize of 200000 aed thnks God.
i leave a message to all friend if you receive this type call then please go to www.duluckydraw.com
and check your lottery online.

Dear customer service agent,

Today, 27mar 11:12 am I have received a missed call and have called the number back from I believed a a bangladeshi national as per the accent, with the number mentioned above. He advised that I won a lottery for the expo 2020 draw amounting to 100, 000 aed which I believed to be just a scam. First I have not heard any draw for an expo 2020 in dubai, second I have not entered/joined any draw. It was advised that I have to switched off my mobile and confirm the number that he has given me 8997103 which can be located at the back side of my du sim number. He said once confirmed I can call him back and he will give me all details... Im sending you this complaint so this guy will stop fro what he is doing and should be reprimanded for giving such a scam call.
Thank you & regards
Shereen

Hi, my name is anas ali. I want to complaint one of your staff man who are working in dubai du telecom salesman, his name is.. Abdul ghani... May be he told me in front of our office.. We will give you a best offer of iphone 7 plus with package plan, so, I agree because I want mobile with plan.. So, then he applied for me with my documents and he issue me sim card only.. He told me I will give you device (Mobile) in 2 days.. But still 12 days after I don't get the mobile... I don't have anything, only sim card I have.. Tell me please what can I do with this sim card without​ mobile... I m here because of this man is such a big lier, he is from pakistan.. Please just solve my problem.. If you can give me mobile device.. Or I will return to you this sim card without​ any charges... I don't want to pay anything​ without mobile device... My contact number. [protected]

My name is .Mahmoud Youseef Tarabeih and my mobile no is: [protected], i got call from one mobile no: [protected], named Bilal Syed and another one name Adil. They informed me that i have won a prize of AED 2, 00, 000 and i can collect my money from Al Ansari exchange or DIB. They confirmed the details like name of connection holder etc.
I also received one message from DU on my mobile for one unique code which i gave him. At the end of the call when i asked where i can go to collect my prize, Bilal abused me and used derogatory language. I want them to be investigated and check how come i can get message from DU in this case. Any DU registration done on my behalf on your website is false and i didnt do it. Bilal asked me the code and he must have done it from his side. I have also complaint to the police about it and i want DU also to take strict action.

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

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?

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.