DU
reviews and complaints

Summary of the case:
On the 31st of May 2020, through the mobile app live chat I have requested to change my [protected] number to prepaid. I have identified myself at the beginning of the chat with my main line number which is [protected].
I have elaborated on this request and I have asked the agent several times if he understood which number I wanted to change. He confirmed yes. In spite of this I have received the request confirmation SMS which was informing me that du was going to change my main line, not the one what I wanted, to prepaid. I have called and complained, asking not to do this. But there was no way of revoking the ticket and you have changed the wrong number adamantly. 1. Why the agent cannot understand simple written English?
2. Why there was a confirmation SMS sent on Friday when you cannot receive calls on Friday?
3. What is the use of sending this SMS about the upcoming action if it does not matter whether I confirm or object, the action would go through?
4. If I can upgrade my number online to postpaid and it takes 24h, why you cannot change my main line back to the original plan I had, and as it was before you have messed it up, since May?
5. A week ago an agent informed me that the change would apply by the billing cycle, which was on the 7th. Now it is the 9th July and instead of fixing my main line. You have pulled out my other line off the plan as well today. Now I have only rubbish slow unreliable prepaid data and uncertainty if I can finish my phonecalls or not. My line was just cut in the middle of an international call. I was waiting like every moment to get my normal line back, so obviously I have not invested in charging big amounts which I loose when the plab changes. When I was trying to recharge, it failed. Not because I had no funds on my card...

I want my original plan restored on my main line immediately and your compensation for the many inconvenience you have caused for 1, 5 month.

We have been trying to request for cancellation for a few days now. The person registered on the account has been out of the country for a vacation since February and wasn't able to come back up until now because of the pandemic. Nevertheless, we have done our part for the cancellation, we sent a request and an authorisation letter, paid for the cancellation charges, went to vist your branches multiple times in a week, talked to your call center agents and even du live chat. One thing I noticed is that each staff and branch are giving different instructions and information. Your lady staff sitting in Station 7 at 5:40PM on July 5 at Ibn Battuta Mall won't even listen the moment I told her it's not under my name and has even told me that they don't accept authorisation letter anymore. So to my frustration, I walked out and visited your branch in Mall of the Emirates to which they sent me an authorisation letter (surprised! they just told me they don'y accept anymore) to fill up and send right away and so I did. Right now, we're waing for a response from your customercare.

Recharged value decreasing day by day. my mobile No: [protected].

This is the second time happening, in 2 months gap. Usually I am using only to make local calls.

Greetings!
Please note that I have received the below notification further to my request for the cancellation of Du Home Services. I am still waiting for the final bill which was supposed to be sent and settled from my security deposit, if any outstanding amount needs to be settled.

After multiple follow-ups with your agents, It has been promised that the final bill will be sent to me within a few hours, which never happened.

Please share ASAP the final bill as it has been more than one week since I have requested it. My email address is: [protected]@gmail.com

Account no: 1.38689090Cancellation request tracking number: 1-[protected].

Please treat this as urgent!
Thank you,
Denisse - Gabriela Enache.

2 months ago when I took an upgrade for my DU postpoid from 150AED to 225AED to get extra for my data and international calls. To my surprise, I was being billed more than my I subscribed for as they said that I already use all my free calls which is unbelievable. Thurday when I checked my last credit balance which is 230 minutes and by Tuesday next week, its showing me zero already to think that I only called some deliveries which maybe the max max will be 60minutes. When I tried to call their customer service, the agent is even so arrogant. Due to this, I just requested DU to migrate my line from post paid to prepaid instead even though I will be paying extra to cut the service earlier. Now just for the migration, its taking a lot of emailing, calling and still nothing happens. I think, its getting delayed and delayed and so they will generate another bill to me.

I have emailed du
Customer to suspend my lines for 2 months since We stuck outside of the country in Lockdown, they email me back After 3 days to inform that temporary suspension of 2 Month is possible and for that I have pay 100 AED per month charges and I have to call customer service to raise a request. That means I have to spend more money again by calling international line which takes long time to answer and I still have to pay 100 AED per month. Despite of sending them email with my registered mail they would have suspend my line temporary.
During this pandemic time I don't find any support from du.

We have contacted du 3 times to discuss an issue. This involved a contract which was suspended and due to the recent lockdown we have been unable to resolve the issue, but du have still charged the contract.
Main issue is that Staff in customer service have been rude and un cooperative. We have Requested to speak to a manager 3 times and was given managers promise but we haven't been contacted any of these times. Terrible customer service from Du. Will be cancelling our internet package with them and all phone services...

I have requested for home internet connection and they have provided wifi router with data sim and informed me within two days connection will be given and this is temporary. Now 10 days finished not yet given connection. The wifi router with data sim is showing frequent complaints and very slow. I have contacted du customer care many times but no solution until now.

Without our knowledge Du is deducting our amount for 3rd party VAS which we never activated.

I am using a basic model mobile phone to make/receive calls.(No Internet service available on my handset).
Whenever I do recharge for AED50 immediately
without making any calls it will vanish.
Recently only I've noticed and tried to reach customer care and sent an email but unable to reach and worst customer service.

Most of the customers never notice this amount deduction. They are doing robbery from their customers.

Planning to port my SIM to etisalat.

A friend transfer me du card from his bank account 2000 aed from Qatar and my sim was deactivated why please reactivate the sim please this number [protected]

As per the direction of du customer care i visited 7-8 times in the du branch, Al Tawar center dubai for the activation of my mobile number after paid my dues.
du staffs requested some additional documents and i submitted the same and they inform that, you can come and collect the activation code after 24 hours.
next day i visited the branch, but one of the executive insulted me in front of public, he told that i am doing fraud activity so my id was black listed. Then i checked with him" tell me about my fraud activity", but he don't have any answer and he diverted me to the Manager.

Manager said ' sorry 'and promise to solve my issue on the next day and he will issue the warning letter to misbehaved staff. But after visited 3-4 times, manager not in the cabin and not answering the phone ( [protected]) as well. i tried 50 times.

I have one suggestion, if possible please replace the irresponsible staff or close that branch, our time is valuable, we don't want to waist our time and energy for these type of unethical staffs. This is my first experience in the UAE.

Hi. I have made numerous attempts to contact DU Customer care over the phone in February 2020 but am unable to get through. I keep receiving threatening text messages from DU asking me to settle a third party DU Bill. I had previously called up DU and reported this error in July 2019 and the constant threats stopped. Once again I have now received a threatening text message from DU stating that i have to pay AED 3700 plus legal expenses due to the account which is not mine and in the name of someone called Thomas Theurer of Mivune FZ LLC ACCOUNT NR 5.16051.00. This harassment is unnecessary and not ethical by a company such as DU. Extremely disappointing customer service. Not sure if this is a scam run by DU as it gives a number to call to settle claim. Very suspicious. About time DU look into company malpractice if this is happening.

I opted for MNP to DU last week. It took a week to get the sim because each time they deliver the sim it was unable to activate. Then when I raised the issue, I came to know that it is still on hold waiting for someone approval.
Then a week later finally got the sim and it's not working. I called DU customer service and they told me it will take 24 hrs. to activate. Called them again the next day and came to know that it was submitted previous night for activation, and it will take 24 hrs. more to get activated. I have requested a call back 3 days ago and still waiting to hear DU.

With ref to the above subject mobile number, I had landed Dubai and activated this sim on 21st Jan 2020. Your person gave this sim free at the airport.

Your company had messaged me to submit documents, so visited your office at Mall Ibn Batuta Mall on 22nd, submitted documents, (Passport and Visa) which I used to reach Dubai for my visit.

I had also recharged AED 75.00 vide POS_28185087881579689899526.

I had also signed the agreement and received an SMS with copy of contract no.1.[protected]

On 23rd morning for my surprise the number did not work again saying documents submitted were not valid, so visited the same branch and submitted them again (Passport and Visa) vide ref no.1-[protected] and was told it was a mistake of your back office and will be activated shortly and after 2-3 hrs got activated, but for my surprise again received same message to submit documents and neither did the number work not did the data work.

I have lost my communication mode for good 3-4 days of my stay of 7-8 days. Have incurred huge losses due to this.

Request you to kindly refund the amount and damage loss of AED of 20000.00 for your inefficiency.

Also I have sent 4 emails to your customer care and marked email to 1, faridf@du.ae and 2. rruiz@thenational.ae.

Considering I do not get a reply, I will consider this as my side of "Sadaka" to Du.

Sad
Regards

Azahar...
Call +91 [protected]
WhatsApp + 91 [protected]

I got sms from du offer is that when I recharge 100 dhiranms than I will get 100 talk time +1536 MB for 7 days Same time I recharged my account 100 dhiranms but l I didn't received any rewards data from du team.

I complain abut it also but still they didn't resolved.
I attached screenshot for your reference.

Name. Nuruddin Ajauddin Shaikh
Mobile No. [protected]
Sms. (Hurry and get 1536 MB of free data with du! Recharge with AED 100 on 'More Time', and get full credit of AED 100 + free data. Offer available till 06/02/20, and free reward is valid for 7 days. To stop receiving deals, send a blank SMS to 5293.)

I would like to bring to your attention a serious issue which Du staff has not taken any action even after 1 year of raising a complaint and visiting them frequently.

My Emirates ID was misplaced by Empost, Karama in 2018 and someone has used it in 2019 to take SIM cards and devices in my name from Du. I have reported this to Du in Feb 2019 (refer below e-mail sent to Du customer service in Feb 2019) and the last follow up from my end was made yesterday by visiting the Dubai Mall branch. Still, there is no positive response from their end and every time I visit or call Du, I have been informed that the case is under investigation.

Now I am seriously in trouble because I am blacklisted in the credit bureau due to this issue and is unable to avail of any financial support from any of the banks in Dubai. My mother is undergoing surgery and I need a loan or a credit card to survive, however because of this issue I am not able to proceed.

Every time I raise a complaint with Du, within a few days it will be closed by the backend team. I am not getting any call or favorable response from Du before closing the ticket. I do not know who to approach now.

I am attaching herewith:

- The letter received from Empost for misplacing my Emirates ID

- The complaint that I have raised with Al Rafa Police Station

Please Note: The credit card details, signatures etc in the application forms used to take SIM and device are incorrect and that can be easily verified as well. Also, the Emirates ID used is the lost one (as the ID number is different from the one which I hold currently)

If Du staff or team has made a mistake in checking the documents while providing products, why should a person like me suffer for more than a year?

You are my last resort, please please help me to resolve this and remove me from the blacklist category as I am innocent.

Thanks

Dileep Nair

[protected]

I have received a call said calling from du call center to to transfer my service plan to postpaid which i said I don't want it but instead they transferred my plan first of all i have called them many time even i have visited their store which is in century mall Dubai for a complaint they have given me complaint number but nothing happened they have just called me and said that i have agreed for that when I questioned him did you listen the recorded call then he asked to to visit du store which is in Al Salam tower media city which i have left all my work and i did there i was assist nicely and told me the complaint before was raised was not correct so he made a new complaint with reference number 1-[protected] and the next day I received a call and said we have listened to the call and i was our mistake which was clearly said i don't want any postpaid plan but still i was transferred so it was the staff mistake and request me to go to the store again and request for migration from postpaid to prepaid and will not pay any charges because it is our mistake and i went to the du store in as salam tower the person who was dealing with me was very rude don't how to talk to customers even was not even ready to help or listen what i was saying finally i asked him to call his on duty manger to talk with me then he came and said let him not to pay anything and request for him for migration the request reference number is 1-[protected] and said within 24 hours your plan with be transferred to prepaid today when i wanted to confirm i just took help of live they said the request was rejected and go to du store again because of their mistake i will have to keep on going to du store leave my job and all my important work i will stop using du Service and will tell all my family and friends about what happened to me might happen to them before stop using du Service

I visited du center in Burjuman mall. It was overcrowded, and it took 1 hour 30 min to reach my queue. But it took so long time not Bcz of big crowd, but Bcz if very extremely slow service, 3 staff of du even was not showing any worry for that. For question why it took so long time to serve one customer, 1 employee answered that system is working very slow, it's not good. One of the 3 staff after start to do his reports or smth like this instead of to continue to serve that crowed customers. I came to him and ask why he is not serving the customers as well as it's too much long queue still, for that he answered he is doing his own things. It was Philippines nationality man with spectacles, he was very rude. I told him why you can not ask your company to fix your system as it is working unacceptable slow, for that he answered I cannot do anything I am not engineering. I ask his name, and he said I don't have right to ask his name and his colleagues as well. 3 of them don't have any name badge, and I was already embarrassed for his rude and untactfull answers and told that they should do smth, it's not good to serve 1 customer 30 min, for that he ignored me and start to serve other customer. He show terrible service, this is how you teach your staff to serve your customers? He said I don't have right to ask his name and take his picture he will call security staff. What a terrible things it is. I told to this staff that it's unacceptable service he is showing for that he said if I will not say anything good just "shut up" in front of other customers as well. This is really unacceptable. Then he denied that he said this word "shut up". Even they didn't say that they are working on fixing and emproving the system work of du. They look like they don't care about company name and imidge. I was so upset, the most terrible service I get in my life. After that I don't want to be a du operator customer.

It took almost a full 3 days and 4 phone calls to get the free tourist SIM card to work (despite their promises). Then paid for the 75 Dhs package and after a day or two they deactivated me so that no network could display in my phone. Very difficult to get a complete conversation through their web chat. Another couple calls and they said they couldn't do anything to help and I should come in which was impossible for another 3 days as I was on the east coast where there is only 1 shop (good luck locating shops on their website). On my last day I visited 2 Du shops in Dubai on a Saturday and both had a wait times over 2 hours. No apologies from these people. No service for a large majority of my trip. Beyond frustrating.

*DU Don't Care about the customers*

Please don't be the victim of Du Specially transfer your numbers of Business Accounts with them. I am sure after reading today's incident with us, u will get the real face of DU,

If you agreed to close your office or stores for 15 days due to Du Can't issue BUSINESS SIM in-case of complain then DU will be the best choice for you.

We been told to collect our Business sim which was stops working since few days from DIFC Due office, after reaching there they transfer me to counter # 4 and person directly told me that they are not issuing any business sim, and all business sims will be deliver at our door step in 10 to 15 days, which is very unprofessional answer. How can any Business survive without mobile numbers for 10 to 15 days, after that i ask him to call his manager or supervisor but surprisingly there was no supervisor infect that person told me that he don't know his office Supperviser name, so i request them to provide me a letter which said Supperviser is not available, and they agreed to provide me in written but in plain paper no letter head nor any stamp on that paper, so i call the customer support and expalin them my problem along with all the story and ask them what shell i do ?
and i also explain them that i like to stay untill i speek to the Supperviser or concern department of Du.

And its been 2 Hours still at Du DIFC office

CLOSING LINE : In answer they told us i have to wait for 24 hours again to get some reply from concern department just ra garding what happned today, not about the sim 🙂

*Details of staff in DIFC Du *
Date : 14 - Jan - 2020

Staff Name for giving me plain paper at DIFC Du Office Miss. Merry

Fist Call at 16:55 to 17:22
Ref# 1-[protected]
To Miss. Jehad

Second Call : 17:42 to 18:14
Second Ref #1-[protected]
Name : Miss. Mehak

I am Still In Du office 19:25