DU
reviews and complaints

Hello
This is the owner Tharaka Kasun belongs to this du number (+[protected]), I normally using 25aed monthly data package, today is my last day of previous bundle. It has been deactivated automatically because of low balance, then I recharge 25aed my account and try to active the same budle I used before, but its not active, then I checked my balance I saw only 0.28 I have that time, after contact coustermer care they said my money deduct against to some ringing tone facility I had active last October 2018, "but when I buy this sim till today I never using any kind of packages except data, (I never active any kind of ringing tones, never active) I just used only data & calls through this sim card, I need my amount mistakenly or u deduct from my last balance. Ones again im remembering u"I never activate any ringing tones & after telling coustermer care re presenter I know that one also) kindly resend my balance "asap"

Thanks
Tharaka Kasun (+[protected])

The agent in DU Satwa was giving out free sim cards, which according to him, the sim cards had an offer for FREE of charge for two months that's why I decided to take the sim card and registered my Emirates Identification with him. After the agent was done with the registration. I ask him if I can deactivate this anytime and he answered me YES, anytime Du shop you can go anywhere they can deactivate that for you.
I had to go to his du branch at Satwa but his on leave and I went to DCC and Mall of the Emirates where I have raised this issue. but I was surprised that one of the agents in Du Emirates Mall charged me AED 1, 800 for deactivation of my SIMCARD.
I was shocked because he told me that I can deactivate this SIm card anywhere in DU shops.

I get this SIMCARD Postpaid December 16, 2018, and the last date I use this was January 6, 2019. my DU number +[protected], I believed that you can find his Name and details on this sim card number as DU agent.

He gives me the wrong information just for him to have more profit.
This is horrible people! Not acceptable.

Please help me to deactivate my sim card.

I look forward to your favorable response and thank you in advance for your time and consideration.

Thanks and regards,

Imee Vinalon

Internet service is horrible
When downloading a file the download stops in between because the connection is always interrupted, according to du staff, this is because of our one year old router, which we changed. But despite the change the internet service remains interrupted.

Staff are absolutely unprofessional
They are only interested in closing a complaint instead of solving the complaint.

Landline works only to play ads whereas when I try to call someone the landline stops working
I can go on and on
Been using du for a couple of years but I see no improvement, sadly.

This is by far the worst company on the planet. I am a teacher in Dubai, and my school worked out a special deal with DU to get us hooked up with internet at home. They came to my apartment and signed me up for the wrong contract. Rather than a one year, they gave me a two year contract. On top of that, I am paying 100 aed more than all the other teachers. I picked the cheapest service, and we were told we would not have to pay for the TV service, since none of us have TVs. They charged me an additional 100 aed deposit for the TV box that I am not using since I don't have a TV. They are also charging me an additional 100 aed a month for the TV service that I am not using. I went to a store back in September, and they filed a complaint for me. It is January now and I have had NO updates. I have tried many times to reach someone and get a refund for the money that has been drafted from my account for the services that were forged and illegally installed without my consent. There is no reason this issue should take four months to be resolved. RUN AWAY! WORST COMPANY THAT TAKES ADVANTAGE OF PEOPLE.

I had to leave Dubai due to emergency reasons. I tried calling customer care so many times to cancel my number and even sent email to customer service. There has been no response when we call and in parallel the customer service wants me to come directly to cancel the account.Since my Visa is cancelled that is not possible.

Being a responsible person I have been paying the rental amount every month till now.

This is so pathetic and painful for me. There has been no support from any customer service to help cancel the service.

Hi, just I need someone to help me with my problems with du, my home internet and tv
Are not working since 02/12 I have made more then 10 complains but no response and last night I ve made other complain and they told me that someone will call me today someone from the technical team called me and he said we sorry for that my person will come to ur home at 3:30 pm I said ok, I left my office early and I come home witting for anyone to come or to call but no one call or come, I call again at 4:30pm and I spoke to customer care, and I get surprised that they said that there's a not from the Technition and he is name is Imrân saying that appointment timing change for Friday at 5 pm requested from the client withs is me ! And wich not true no body call me or speak to me about that so they transfer me to the manager and I told him the story and I said I'm ready to pot me in confidence call with this gay and I'm ready to get statements for my mobile calls to check if I received a call from him the manager told me someone will call u n half our and fixed ur problem and from that time 4:30 pm up to now 10:48pm I'm still calling ur team and the same answer, only someone will call u n half our, just I wanna know something, big company like du don't ve any manager or supervisor to solve this problem ? Account details [protected]

On the 24th of Nov i received a call from a Pakistani saying that i WON 500000 AED and all which i have already experienced earlier.But while on the call itself he hacked my number and change my smart plan from SMART 150 to SMART 600.I have called the customer service same time and visited the MOE branch but the answer what i have received is disappointing.They said they cant do anything about it even if i presented my self personally to say that i DIDN'T approve any upgrade.So now my plan is changed to SMART 600 and if i need to cancel the plan i have to 230 X 24 months.WOWWW.
I am sure a stupid Pakistani is not getting any benefit by updating my plan then who is getting the benefit-Its DU of course.
Which number he is using to call-Its DU of course, so who can trace his details and stop him or to report -Of course its DU.But they dont want to take any action because DU is getting all the benefit.That same number whats app is active and the profile picture is DU again.I will now have to pay extra monthly to DU ( not to any scammer).I feel so embarrassed that how DU can simply say that we cant do anything and cant take action to stop stealing money from the expats.I am working in this country for the last 14 years and was very proud about how the system is protecting the people and low level of crimes but this incident is so so disappointing.
if ever any one who is working in DU wants to clear DU name from all these scammers you can find this number who is using your name to cheat poor people with your company name - [protected] and still active till this moment.Being a normal human being i am forced to believe that DU is involved 100% in this as they are the only people who benefits from all these scams.

Tu shiela.

I am sending this email as calling the customer service number more then 20 times has not been of any helping.

I went into a Du store to buy a phone. I did not buy a phone as the prices were so high. On my next bill I found a charge for 1000 AED for early termination of my contract. I DID NOT ask to terminate any contract in fact I am still a customer. I did not even know that my contract had been updated until I got the bill.

I immediately called and raised a complaint. The customer service attendants keep telling me that I will get a call back in 2 hours. When 2 hours pass and I didn't get a call, I call back and again they tell me they have sent emails and escalated, and guaranteed that I will get a call in 2 hours or the next day. I still have not gotten a call and this has been happening for over 10 says with the same spin repeating.

I cannot get any clear information except from an employee named Ekshan that on the system it says that I initiated the termination and the charges are valid. Since I did not initiate any termination or upgrade or anything of the like, I could not be more unhappier with my experience with Du after being a loyal Talk/Surf/Watch/Mobile customer for 7 years.

I have sent this same email to the UAE and Dubai authorities as well as the Gulf News as Du staff don't seem to care.

I am writing to you as a last attempt to seek justice and correct what seems to be the actions of an incompetent store staff.

I had a bad treatment, misbehavior and complained no body cared or followed up.
Do shameful and disappointing
I had an issue then promyyo br contacted by a supervisor never did
Then customer care hang up phone many times when I called
So disappointing and then filed s complain 3 times no body cared
Have to escalate to a manager and I will try
Calls are registered and I have names

This is my first year with DU, and can't wait to get out of the contract so I can switch back to Etisalat. I relocated my apartment in the same building, took them 4 days to visit. Connected me to the internet without my landline making outgoing calls. The technicians says you will get a follow up call and then it will ve activated. NOT YET ACTIVATED! Now I can't connect to my wifi routers. DU customer service reps will not solve any issues on call - they raise a ticket, which in these last 9 months I have 20+ tickets and then you wait 24 hours for a reply, in their systems everything is working fine. So you email them again, and waste 48 hours. I was attracted for the low price but i'd rather pay more to Etisalat than have a peace of mind.

I advice you all to never agree to any offer that DU agents are saying! They will give you wrong information just for them to have more profit.
One day Du agent called me saying that Im paying this amount and if this additional offer will be added, my monthly bill be not go up and will reduce to almost half. And the offer is exclusive on my number only. Alas! when the bill came my bill went up! and one month after my complain still it was not resolve. Never listen to this offer as they will lie and deceive you. They will not explain to you the full details of the offer. I even ask to get the a copy of the recording of that conversation, but sadly they don't even respond to that. And they close my complain without me knowing, in their system it is solve. Geeezzz they said 2 times they called me and i did not answer, so it was closed! OMG what a service! So disappointing. Hello DU! we are also working, we cant just wait for you to call.
THIS IS THE WORST EXPERIENCE I HAD WITH TELECOM COMPANY. NOW I REGRET WHY I CHANGE FROM ETISALAT. I GUESS 3 MONTHS TO GO AND NO MORE DU FOREVER, I WILL GO BACK TO ETISALAT AS THE MY COMPLAINTS WAS SOLVED EASILY WITH ETISALAT.
VERY BAD CUSTOMER SERVICE!
IT TAKES LONG TIME TO SOLVE COMPLAINTS!
AGENTS ARE DECEIVING PEOPLE
OMG NEVER AGAIN TO DU!

I port my number postpaid to prepaid... my network gone out from [protected] till 12.00 am to till now [protected].15 am..., after make soo many complain last 3-4 days to custmore care n du offices ... they says everytime wait 24 hours... I have only one number for business and personal use... and facing lot of problems... very disappointed with du services n customers care... never suggest anyone to go with du network... very disappointed... last hope to fix my issue now...
Kamal santlani
[protected]

I have been facing credit deduction on my prepaid number [protected].
I faced the same issue 3 times. And upon complaint to customer representative I was responded to in a very rude manner. They give the same reason every time. But it is absolutely fake. I'm earning a very basic salary and deduction of aed 10 on every recharge of 25 is too much to ignore. This is robbery in Broad daylight. When I asked to speak to a higher authority the representative rudely replied that's not possible.
I'm attaching the complaint I made via mail as well with no action.

I'm more than unhappy by DU service.
Its been more than 2 months since I have closed my DU landline account. I'm runing and strugling for 2 and half month to collect back my security deposit. My account is inactif fore more than 2 month. I have open many tickets which they have never been processed, my several phone calls, ticket, complains remains unanswered, DU are clearly not willing to refund my deposit back, they are stealing my money and doing mistake after mistakes, the customer service is very unprofesdional. We can see a huge lack of professionalisme, they don't care to their customer. DU are finding everytime 1001 excuses to not refun my deposit. Du is 100 % aware that this is their mistake but they are not doing anything to correct their mistake. It is not normal that a customer have to run after them to get back their right.
My patience have reached its limit. I don't have anymore energy & time to hear again and again their non sens speaches. More than money this is question of principle. What DU is doing now is clearly and absolutely against the consumer right. My next step is now to call the TRA and raise a claim against DU.

Very unsatisfied and disapointed customer

I made a compliant on the 1st Sept 2018 for an incorrect billing item in my bill, I was told within 3-4 working days someone will call you back - NO ONE called. I went and enquired in the customer service and they said its a billing compliant it will take upto 7 working days. Fine I waited still nothing the due date of my bill approached I enquired about it they said no please pay it or your connection will be cut. I Paid it...assuming that in the following month it will get resolved. Next month Another bill with another HIGHER wrong amount. and mind you this amount that they wrongly billed me for us higher than my entire bill for the whole month. I called and followed up as the next bill date was approaching, I told them I refuse to pay another wrong bill. They said ok don't pay we'll make a note not to cut. so I didn't pay. Next bill still a wrong amount and issue has not yet been resolved and either has anyone called to update me. I didn't pay this bill as well. They send me a suspension notice and cut the connection. when I call up customer service agree that It has wrongly been cut and assure me that it will be reconnected ASAP this was sunday 28 oct 18 today is 1st Nov it is still not reconnected. and its me who is calling and wasting my time and money being on hold with no resolution. It seems IT Bill team is the ONLY team that can reconnect but they are not accessible by phone even to the customer service. Only Email which they don't act upon for 5 days and counting.
This this the way, its shameful that such a big organisation cannot service their customers effectively. POOR QUALITY.

I called a week ago to summit service they have all documents everything was almost complete.
I waited long time but no response I called to check why it takes so long, I was informed that there were a duplicate request so I said what is the solution they said we are sending to the technician team to cancel the request.. I called again they said no response for the technician team however ! I called the supervisor and customers services I waited almost 26 min on hold and they cut the hold no body calls me .
I wasted my time, they didn't let me to do any complaints I feel so bad and this is not the first time with DU .. I would like to inform you that they were unprofessional, everything is messed up no organization and no respect. I want to talk to someone responsible to explain what happens with me .
The supervisor promised me that she will call me .. no response there is a big crack in the whole system and my advise to fix this immediately.
Theses people they will destroy the company repetition.
I feel unsatisfied and unhappy and very frustrated.
Marwa
[protected]

I sing up fr Du home packager internet, tv and line with 10 % discount, I have notice on my 1st bil there is no any discount, I did so many complain and emails

I told them the agent who came to install and did the application promise with 10 % discount.

Now they saying the agent havent apply the discut, and the agent saying its some technical issue with there sistem so the discunt havent apply.

4 to 5 months going on, and DU dont care, How come to not accept the 10 % discunt when that is the pacage that u offering to whole UAE why you charging me extra.

Im planing to make complain in newspaper abut this issue which is total unfair.

i have been trying Du customer care since last two days since my internet is not working but Du has worst services ever! in last 5 months this is the 3rd time this is happening. I donot want to continue with these horrible services.
I have my exams and cannot access Internet!
i have been calling [protected] for almost 2 hours with noone answering and the cassette just keeps apologizing! WORST SERVICES EVER!
customer ID- [protected]

i would want someone to call me ASAP otherwise i just donot wish to continue with Du.
i would also cancel my and my husbands mobile plan!

It is severely affecting our clients who are working everyday and it distracts everyone in our business center whenever the connection of the internet will stop random times.

Your landline/customer service number always says that you have technical problems that's why you cannot answer our call.

What kind of professional service is this?

We need your best assistance always!