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ON the 17th of March this year, I moved houses and in the process of that I requested for DU connection to be disconnected. Four requests were made on their iPhone app (confirmed by them and acknowledged receipt via message) on 16th of March20th of March, 27th of April and lastly on the 13th of May. Nothing was done on their side, although I had anticipated payment (i.e no outstanding balance, quite the contrary). I also visited their stores three times, first at Dubal Mall (was told nobody could address my request to disconnect service, but I was told I needed to visit their stores at the Mall of Emirates or Mirdiff City Centre). I visited both of these, equally without any result. The last visit to Mirdiff led to a conversation and a new request for disconnection, which again was not completed.
Since I requested the disconnection, I was charged services for two months, whereas (i) I asked for the services to be disconnected, and (ii) someone else is living in the place and paying DU.
I have ran out of options and DU is simply too incompetent and/or dodgy to cancel this service, despite the fact that someone else is living in the premise and I do have a DU package in another house.
Desired outcome: Cancelation of service, cancelation of invoices, reimbursement of upfront payment and compensation for wasting my time and patience.
Hi. I unfortunately wasted my time visiting their outlet. On all stores I visited (Dubai Mall, MoE and Mirdiff Centre) I was told the same story: the only person responsible for disconnection is not in the store TODAY, and you need to come back. On the third visit, the customer person put me in a booth to speak with someone from DU customer representative, who took notes of the situation and promised that someone from DU would call... I got a call, which was disconnected (bad reception) and nothing ever happened after that. In summary, don't waste your time going to their store, as you'll waste ca. 1h of your time waiting, plus the drive to/from, plus the gas, plus your patience and sanity (most important of all).
and more importantly your "open" bill will be treated as a DISPUTE rather than an unpaid amount until the dispute is resolved.
Escalate the complaint to the Telecommunication Authority:
https://tdra.gov.ae/en/services/complaint-about-telecom-providers
They have resolved other issues in the past such...
Hello, I went through the exact same experience in April and I am still getting billed despite my cancellation request being escalated and supposedly completed. What was the resolution for the outstanding balance? Did you have to pay this balance or did you disregard since they do not respond to email/app/calls properly.
I’m disregarding their bills altogether. I had a call with their collections department yesterday and explained the situation, telling them to sue me or something. Can’t be bothered anymore.
I also sent emails to someone somewhat responsible for their customers (2 months have passed by, nothing was replied), and I also forwarded the same email, with additional comments, to their customer.care@du.ae (DU only cares for its customers on their email address, right?).
I’m baffled with the lack of process, competency, respect and good-sense. The sad thing is that I am trying to complain to consumer rights, but I can’t complete it because I need a reference number (if they cancel my account, do you think I’ll get a complaint number?).
Exactly. They only care about acquiring customers and their agents call you non-stop until you get a connection. Afterwards there is zero customer service or follow up.
I’m sorry to hear that you have gone through the same. I don’t think you’ll be able to log a ticket or get a reference number if the connection is cancelled, but if you still have access to the Du app you can try? Their chat directs you to an agent who might be able to raise a ticket even if you don’t have an active account.
The one thing I didn’t try is to visit one of their outlets which might be pointless but I will give it a try as a last resort. And yes, the customer care email doesn’t respond if your connection isn’t active - it’s ridiculous.
Escalate the issue to the Telecom Regulatory Agency of the country. You can log your complaint there:
https://tdra.gov.ae/en/services/complaint-about-telecom-providers
The TDRA did in the past successfully stop wrong practices from local telecom operators such as charging insane fees to cancel a line.
du will never admit their responsibility and you will get annoyed by their collection department and customer care agents who are just repeating their scripts like robots.