DU
reviews and complaints

Hi dear Samina
i hope you are doing well
dear i had one account with number 1.[protected] for two number ([protected] & [protected]) 150AED per month for 1+5 GB and 300 flexi minutes since 2016 till now that my contract will be expire at 9/12/2021
just today
i got so many call today (the last call today at 8 pm tonight )for new offer of DU and offer for changing our plan from 150 aed per month to new plan (200 AED per month with this condition ... 13GB data and 400 flexi min for frist 6 month 123.5 AED and then after second 6 month 200 AED and free activation fee ...and she told me if i want they can change our plan to new plan under the phone and it will be active for your both numbers within 14 hours ) so i saw my previous contract will be expire within few hours thats why i said yes you can change my plan
so after 2, 3 hours i got an sms from du that showed that "you have cancelled your Extra data offer 5 GB _24 M before contract expiry date of 8/12/2021 . an EARLY ! termination fee of AED 150 applies "so what is this ?
only for few hours (4 hours before expiry data of my contract) i have to pay 150 AED more ? for what ? after 6 years that we continued this plan with du just new for a few hours i have to pay a fine ? i never accept this because this is a mistake form your side and your staff told me that tonight is the lastday for this offer so they pushed me to accept
if she told me that if I wanted to change my plan right now, i have to pay some thing for fine and that for only a few hours, then of-course i would not do this
so please follow my case and remove any and all fine from both my numbers /account then let me know
best regards

Good evening,

Our issues regarding the Du services are briefly mentioned as below-

- We didn't receive the plan benefits which we were supposed to receive as per the agreement with Du agent and the account manager.
- We are also receiving additional bills every month which was unexpected but we have already cleared the bill until September since all are business numbers we don't want our service to be interrupted between but still some of our numbers are not working properly.

We are facing the above-mentioned issues since we started using the services from Du.
Since the year 2018 we are using the Etisalat services but we never had such issues from them. The reason we shifted our services to du was that the Du Agent has committed us to provide the better plan & services.
The Agent also mentioned that he will add head-cap to all our business numbers and our internal calls will be free. Du is not committed to client and failed to follow the agreement and application.. every month we are received over bill

A DU street seller convinced me to buy a sim, he said it is sim free registration and the billing contract can be canceled at any time. As he said there is no such contract and you can cancel at any time. I have taken that sim card and he has registered my credit card with that sim card in my account. After one month payment from my credit card was getting deducted every month. Who was deducting from the credit card without informing whether there is balance in the card or not, due to which my accounts started getting disturbed. I tried to surrender that sim off. But when I called Due customer care they said that I have to pay the outstanding bill of 21 months to close that SIM card. Otherwise I have to use it for the next two years till the contract expires.

I tried to explain that the street seller has sold the SIM fraudulently and he cheated me, that too by lying. Because they said that we can cancel this sim card after 3 months of use with a 1 month advance bill payment. Which didn't happen at all. Now it has been 3 years and still I keep getting calls from DU for bill collection and recovery of the total amount of SIM. That too around 6000 dirhams.

I applied for a home loan in India and they asked me to provide a credit bureau report for account scoring. When I came out with the credit score report, my score was showing bad in it due to non-payment of two sim bills for the last 3 years. which I never used that sim card for more than 3 months and then I tried to close my account du telecom didn't even close it saying I have to pay in full whether I use it or not | Due to a hoax in the bill payment report, I could not apply for a home loan.

I was in a lot of trouble for the last 3 years. Even when I did not have a job in 2019, I was receiving harassment and toucher calls for repayment of the amount which I have not even utilized. I have used that sim card for 3 months and I paid for it but after that I lost that sim card. And if not used for more than 3 months then how can the bill come? There was still a billing cycle going on.

Please I frosted a lot. I want to come out from this issue. Please help me.

I joined Du via a salesman who was in my apartment block. He told me that there would be no fee to cancel but I would need to give notice. I first rang customer service to give notice on 16 Nov. After 1 hour of ringing, and no one picking up, I tried to cancel through my app. The next day it was declined because of an ‘outstanding/early termination' amount. There is no amount on my app. I went to Mall, lodged a complaint, received a text saying they would call within 7 hours. No call. The next day, another message about an outstanding amount. I am now in another Mall at a concession. They tell me that I can only close through my app. The situation is absurd. For three weeks I have been trying to do the right thing! Thus is terrible customer service in a country that prides itself on service to its people!

Connection is going dead again and again. It shows no internet

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DU looting their customers by activating these stupid things without our knowledge or confirmation. Nor we requested for it.

People working in customer service are the worst in UAE
They don't have any reference about account, they cut the phone without notification, they transfer the call to different agents due to lack of knowledge .
Worst team ever honestly
They added extra charges to my account without any notification, I registered complain many times and every time I call them they said there is no complain in the system

Worst ever customer service received from DU. They do not even acknowledge the complaint becuase fault is from their end. Contact me for more information otherwise i am going to post the email trail which show, how they try to put the blame on customers. This is regarding package activation on my mobile number [protected]. Check your mail box employee.[protected]@du.ae

Hi,
The active/ ref number 1.3TJ0OPWN .
We are old customer of DU telecommunication Dubai. Our line was suspended on 05-11-21 after checking with each agents we came to know on 10-11-21 we need to update our company documents which was given on 27-08-21 and all was updated timely . Again we resubmitted the documents and said the line will be reactivated within 24 hours. Then it became 72 but till now [protected] ) the line is still not active . Can we know what is the issue DU is facing ?
We have used external data which cost us 400 dhs from 05th nov and till today for the company .Who will pay this cost which is not our mistake ?
Anyone from the top management HELP ! .We need it to be activated ASAP !
Thanks
Abraham
[protected]

Dear Sir,

Below my DU Telecom Account details:

DU account number(1.[protected])
Date of Incident: 24/07/2021
Desirable Solution: Request a refund for the overcharges (September & October Bill)

The package i availed with DU Telecom IS AED 389/- PER MONTH. I RECEIVED MY BILL AED471.45 (ATTACHED BILL BELOW.)

Plus, DU TELECOM charged me with the TV BOX INSTALLATION, WITH THE CHANNELS ETC, which is the DU Agent named- Zoya didn't mentioned when i taken this package.

DU Telecom has been deceiving me for 3 months now and i have raised it with them through email but i still not get any action from them. Very poor customer service and fooling their customers.

Kindly help me regards to this issue. I'm having mental stress because of their insufficient customer service.

Thanks & Regards,
Deepak D.D.

Internet in my house stopped working a week ago. After calling many times and visiting DU branch personally, the issue is still not resolved. I am being constantly redirected from one team to another (each one promising that the problem will be resolved within the next few hours and asking to give them good feedback in the survey at the end of the call).

Extremely dissatisfied with the service and nobody can even advise us when it will be resolved. We will keep on escalating this issue further till it gets fixed.

Account no.: 1.[protected]

DU are the worse service providers in UAE. they charge their customers with insane amounts and without their consent. I had noticed an increase of 200 Dhs on my invoice because DU decided to add the BeIN sports channel which I did not ask for! they said they sent me an email but I didn't receive it. and even if I did, I never gave my consent for it. Now I call them everyday and send emails and they do not want to stop the BeIN subscription! what a bad bad bad service provider. I want to cancel my subscription and move to Etisalat but unfortunately I will have to pay a penalty because my contract with DU will only end by May 2021! DU are the worse!

The most unprofessional way to closing deals and grab costumers I've seen!

Last week, I went online to check what home packages Du offers. they offered 500mbps instead of 250mbps and highlighted it as offer. i went to the store and bought that package, they told me this should be a 24months, I agreed!

This morning I got a message saying ''enjoy 250mbps'! so I called them... customer service said this was an offer that ends in 11Nov (technically in 9 days) I told her this never communicated to me and called the branch in motor city... they checked and said apparently it was a deal for 3months and will end soon!

when they wanna get you as a customer they trick you in every way to gra you, once you sign, then surprises starts!

i have a complain against one of your employees as he offer us the business plan that contain Landline number & broadband, domain, Microsoft Office license, 4 sim cards and a mobile device
after that he supposed to help us on the request but he make every thing in the contract with a wrong way and he didn't answer my calls or messages so installing internet and telephone takes 12 days and it supposed to take only 3-4 working days and i didn't receive my Microsoft office license until now plus the shipment of sim cards and mobile device
now i have a mobile device and 4 sim cards i supposed to receive it from 27 October but until now 1st November i didn't received anything because he put a wrong number on the shipment details
and until now the issue not resolved
his name is Usman Ahmed and his e-mail is
usman.[protected]@du.ae

what shall i do with this man ?

please contact me to resolve this issue i hated du because of this disrespectful man

Mohamed Aref
+[protected]

Request for relocation made on date: 05-oct-2021

Landline number: [protected]
Account number: 1.[protected]

On October 5th, 2021 I requested for relocation service from my old apartment to new apartment just 3 streets away in Discovery gardens. Till now no steps have been taken, I spoke to the customer service everyday & they lie to me that it will be resolved in 24 hours. I tried to cancel but the cancellation department told me I will have to pay penalty & cancellation fee, even though they are the ones forcing me to cancel. I tried to reach the billing department to waive the cancellation fee & penalty but their contact details are never shared with me, I raised a request for them to contact me but they never reached out. Now I'm stuck not being able to move in any direction. Have tried many times with customer care & Cancellation team but no use.

I have been enduring till now from October 9th without internet connection & not able to get the refund for the past days without internet connection.

Many concerns have been risen & received many emails & text messages with ticket number but all are pointless.

Desirable solution:
1. Cancellation without fees and penalties (or) relocation made free of charge.
2. Refund for all the days spent without Internet connection
3. Compensation for frustration caused

I requested customer care for cancellation of my home wifi 2 month before (more than 10 times), they told me they send request to technical team for cancellation they will call me. I still waiting their call and also i received 3 month bills. They promised me I not paying these extra bill, it will be writ off after the cancellation. ( pls call and help us - [protected])

account number : 1.[protected]

Hi, i have been requesting to cancel my Du Home broadband connection for more than a month now and have sent more than 40 emails till now to Du Customer care every time new person answers my email without reading the chain email and keep mentioning the same non resolvable cut copy paste response.

a) they had asked me to log in to my account and request for cancel - which i did a month ago but still my account is active despite of paying the pending amount since the account is not closed by DU again new bill is generated.

b) they had asked me to share the new premisis Ijari document as my new premisis doesnt have DU facility and only Ethisalat is installed from the building. but again despite of sending the document there is no action but again unwanted question is asked time and again.

my account number is : 1.[protected]

It has been over a week since I requested to cancel my du home as I have moved out of the apartment. I have tried calling and failed to connect via 155. On queue for over 45 minutes until I just gave up.
Based on a friends experience as well they will keep delaying the cancellation to stretch your monthly dues. This is such a poor service.
Please help.

My maileme.ae email account which I have had for 21 years, and pretty much has my whole life on it stopped allowing me access two weeks ago; I have made various complaints with no helpful response, in fact the first person I spoke to denied that DU even hosted emails, the others have just said 'We are working on it' Am I the person suffering a great deal with this?
I am very upset and frustrated, and guess what? No one seems to care.
Ref no.:1-[protected]
Please help me.

Misinformation of customer service agent resulting to charges.