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1.2 584 Reviews

DU Complaints Summary

28 Resolved
553 Unresolved
Our verdict: If considering services from DU with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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DU reviews & complaints 584

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3:52 am EDT
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DU du customer service /ivr

I tried many times on d ivr trying all options but a certain service is activated or not or how to activate it is not clear... there is NO option to speak to anybody... I visited their desk in Burjuman thrice but the staff there don't check my number to confirm anything... first time a lady wrote on a paper asking me to dial 155 thn choose a particular option and select. I tried without luck... Second time another lady said no dial ths and thn chk... still could not activate... third time she said send sms to ths number to check but she didn't offer to chk my number to see wats activated or help to do it... ths is really frustrating when no staff or IVR is helping... no personal assistance... u stand in d queue wait for ur turn and thn just get directions wat to do but they will not help u do it

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11:10 am EDT

DU now injusticed legal notice from du about monthly postpaid plan

They have agents in street who always make you fool and try bound you in their fake attractive plans.
This also happend with me
I got postpaid plan and start use it after few months, i stop use it and till next month not use but they continously put bills in my account why?

Then in the end it had a amount of aroung 450/dhs and start threating me about it with also deactivate my connection

Then because of love of stress and over thinkings, i finally paid the bill.
Then after somdays, they again call to deactivate the postpaid package you buy! Excuse me?
And that is the amount of 1099/dhs
I was just shoked even till now that what they people are doing with U.A.E

Now i have legal notice from them with case file number, im really depressed because this all [censored]s

I need your help about it that is it really they are?
The case they file is real or just make me fool or scary!

Waiting for your kind feed backs. Thanks

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2:59 am EDT

DU payment not received by du agent

I was referred a DU agent (Abdul) by one of my colleagues, whom I have given him a customer for a full package installation. The installation was completed on 26th September and since then he has been making numerous excuses to send my referal fee of AED 200. It is not about the money, it is about the commitment, continues business and loyalty and his lies and incompetence which have brought me to bring this to your attention. He is stealing from DU and not paying the referrers.
I got approached by another DU agent who is promising AED 250-350 depending on the package taken. Abdul I believe is pocketing money and as this is theft and if this complaint does not get escalated fast my colleague and I will be going to Dubai Police to raise the complaint further.

Your feedback will be appreciated!

I am not able to attach our conversation on your site, I do however have them saved on my phone. Abdul's mobile number: +971 55 114 5371 AND +971 50 971 8696

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5:21 pm EDT
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DU balance deduction always

Dear Sir...

I complaint this mater from before and it was solved but after Month again this happened I tried recharge online but no use and want to use call but because of dedication I do not want recharge so Iam Etisalat Sim for Calling but Still want call my old du Sim for. Personal and work but afread to recharge So Pls. If Can Help me from this problem so I can recharge balance and use the calling.. Du Sim

Manzoor Ali Roshan Ali
[protected]

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2:01 pm EDT
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Featured review
This review was chosen algorithmically as the most valued customer feedback.

DU - mobile device

Good Day, I just want to share My experience to everyone from DU in store of Mall of the Emirates.. I take a device with them with a Plan but the problem the device have small dent problem so I call my agent there to inform. But he said better to go to apple even I take with them so I said I will go to the store I take the phone in Moe.. very sad thing I...

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5:02 am EDT

DU online shop delivery

I have purchased mobile plan through Du online shop, purchasing process all went so fine but the delivery date is not accurate, I did not receive the delivery on the date estimated time. Moreover, no calls, messages, emails from duu Side! Am I gonna receive the item? or what? I dont know. Called customer service, but none of them can give me an answer. Its really embarassing. I think i'd go back utilizing Etisalat then

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Eunice26
, AE
Oct 16, 2019 4:47 am EDT

I am expecting delivery today as mentioned on the tracking status the last time I check. I hope it will be delivered. Also, their online tracking is not accessible for now. :(

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2:23 am EDT

DU prepaid mobile

I got this free tourist sim on arrival at Dubai Airport. Attempted recharging 150Dhs at the machine as the DU shop was too crowded.

Failed. Tried again. Failed again.

The staff at shop helped me to call the customer hotline, and said there was some technical issue and the total 300 Dhs will be put into my account within 24 hours.

I couldn't wait for 24 hours without mobile and data so I rechared at another DU shop for a 75 dhs with 40 flexi minutes and 2.5 G data.

and the 300 Dhs was put after 24 hours.

Then my nightmare came.

First was the balance always wrong, I couldn't get correct balance of my account via sms. It says always "I have used all my bundle and need to buy a new one" even I didn't use any service.

Second I got this msg says my ID was failed to be registered that I have to go to Du shop to update otherwise my line would be cut.

I went to DU shop 4 times during a week to register my passport while my phone service was cut for 3 times. Finally I got my ID registered via online support, the support tells each time a different story about my problem.

Third and the worse, right after when the 75Dhs bundle was expired (validation for 14 days), this number was cut immediately even as I had still 300 dhs in account.

I went to DU shop, again. Staff helped to submit a claim ticket and promised that I would have a call-back within 24 hours.

Now it has been 4 days, and all I have is a msg says I would have a call within 3-5 days after I asked several times online and offline support when I would have a feedback.

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2:08 am EDT
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DU internet home services

This is a copy of my complaint to du.

First off, your IVR is a JOKE! It does NOT WORK! I receive the sms, select HOME SERVICES and get put through to the mobile team. EVERY SINGLE TIME, 7 TIMES IN A ROW! Then I get told that I will be put through to home services and I need to select 2 and 1. After pressing two, I get disconnected, EVERY SINGLE TIME! And I am calling from a du number 055 xxx xxxx. WHAT A JOKE!

So I cannot even speak to a person about my REAL PROBLEM. I have a home internet connection for vast amounts of money with supposedly 600MB bandwidth. I AM LUCKY IF I GET 5MB! And please look through my service history, I keep having to contact you for some technician to do some resets after it works for a few days and then degrades again. Pathetic! And it is NOT on my side, I run four separate routers in different parts of the house, so it is NOT router related. PLUS I actually was better off before two months ago on an 80MB service which worked fine. And it is also not device related because I can run speedtests on any of the dozen or so devices and get the same pathetic results. I even have WIRED computers straight into the router and only get 5MB. PLUS without ANY CHANCES ON MY SIDE I DO GET THE SPEED when you guys reset. And then it goes down again. What a sad state of affairs, and linked with the fact that it is near impossible to speak to anyone, it is a big fat joke!
Sort it out and call me back. I am paying you for a service, make sure I actually get it consistently.

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1:41 am EDT

DU du / over charging and smart plan 150

I have a smart plan 150 per month at du and this month i changed other plan, I've got shocked on my bill last September 2019, my bill raised into 322.06 dhs and when I check my bill summary I have seen that there is an international call to India which charges me 146.25  dhs exceed,  

I did not used more than voice call limit and kindly solve this problem as soon as possible

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4:43 am EDT

DU all lies and trickery, excess billing, and worst customer service. avoid du at all costs!

Our company has been dealing with Etisalat when an agent from Du offered us "cheaper plans" for our wifi, landline, and sim cards. Indeed the plans were cheaper compared to Etisalat and offering more benefits.

HOWEVER, now we realized why they offer these cheap plans. It is because you will pay more or triple than your plan. They don't have hard cap and you will just be shocked that your 100 plan you must pay 800AED! We asked customer service and they said "WE cannot do anything about it. It;s really like that." What kind of answer is that?

Then, they will send you the bill late. The deadine is approaching and you will just pay the amount without seeing the bill because they will disconnect without any notification. But ONCE YOU SEE THE BILL, you will see unauthorized subscriptions that you are paying for daily for each sim. And if you ask them, they will not even be shocked like it's normal and they will only cancel if you tell them. BE careful AND ALWAYS CHECK YOUR BILLS!

They have the worst customer service and branches' staff are not trained properly. We paid the bill yesterday but until now they didnt reconnect it. After calling 4 times, then they said that it was not updated from their side - which is their mistake!

Now, we are cancelling all our lines from Du and switching back to Etisalat. Etisalat has far more better customer service and you really pay what they tell you in the first place! No tricks!

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7:17 am EDT

DU home internet

1.[protected]

I have relocated my house in the same building just a different floor, 6 days ago - and I have applied for a relocation on the du website, the technician arrived 3 days after my relocation - and then told me I don't have fiber in the new apartment - the fiber team came 1 day after - fixed the fiber - and till this day not one technician called me. I have followed up with the customer service team - I even spoke to the supervisor, and none of them helped me or gave me any information on to when the service will be working or when the technician will come, or when will the technical team call me!

I am completely unsatisfied, and I seriously do not want to deal with your company ever again.

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12:24 am EDT

DU du representative sold connection with wrong information

Dear sir,
I am very think full to you that you sent me mail for bill payment and you did not appoint a good staff in your team because in your team du representative staff is selling sim post paid connection on after lying to the people and selling their connection, I took one connection september and they send me august bill also and second and important thing, they offer me 8 gb data in month when I finish 4 gb data then my net was stop and again I ask to the du representative that sir my data connection has been stop after 4 gb used they told me you need to go metro station or mall for using this further 4 gb data, what is this why did not explianed me before giving the connection, and my last complain to you they also told on sale time that you can stop your package any time without any charge now when I ask now want to stop, they told you should be pay 125 derham also for disconnection the package, is this bussinesss management or bussiness development? I am waiting for your reply that what is your justic?

Sincerely
Muhammad rashid
[protected]

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11:01 am EDT

DU misguided to sign wrong contract

I met a du salesman in sonapur on Oct 2016 who told me about a certain subscription for internet and international calls. He made me sign a contract that stated that I was to receive the date bundles and international calls and at the end of the month I pay 50 aed. He later changed the figure to 150AED, per month. He later changed the amount I was to pay to 150 aed per month; The contract was to, last 24 months. When he told me that I was to pay that 150AED per month I told him to to unsubscribe me from it since I could not be able to pay that amount. My salary is only 1125 AED per month. But he didn't do that. My line was subsequently blocked and rendered unserviceable in Feb 2017 due to non-payment of bills, I went to du headquarters to report the issue and was told that my line was blocked due to non-payment of bills.
I explained how I signed up to this contract without being told of the consequences of failing to pay for the bill and other terms. Later they told me that that issue had been canceled and I did not need to pay them any money because I was made to sign the contract without being given proper information about it and I thought the issue was over
Recently in June 2019 I tried to buy a du line only to be told that I couldn't. This made me to go again at the customer service in airport terminal 1 and I was told to go to headquarters to find out. At the headquarters I was told to go to TRA (Telecommunications Regulatory Authority)
In TRA I was given a copy of the signed contract and a copy of my emirates Id and a fake copy of my pays lip showing that my salary is 2500AED per month which this guy submitted to TRA.
The reason I am writing to you is to seek for help. I am being asked to pay a total of 1800 AED which to me is so unfair. I only used this offer for 2 months and I am being asked to pay all that money for the whole contract period of 24 months or so. I do not understand it very well. Please

This guys name is called KASHIF.

Disputed account code 1:[protected]

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11:23 am EDT
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DU sim

Assalamu alaikum,
Here myself Abdul Kareem from Alain of United Arab emirates to convince about a complain that my sim card of du doesn't work. Also iam giving my du mobile number here : [protected]. This incident starts from yesterday. You can message me on [protected]. Also, with humility iam requesting to check this problem and as sooner you can reply to my problem please message me on the given number above

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9:41 am EDT

DU fraud field agents

A du agent in front of a grocery store approach me and offer me a free sim card last ramadan(2019). I didnt hesitate when he told me its an offer from du since its ramadan. So he ask me some information and take pic of my ID. Ask my salary and i said 2k. He said, no worries ill take care of it. Sending some infor to his contact.. and when their done, he advice me to say i have 3k salary when an agent called me. After all transaction, and after signing thats when he told me i need to pay for it 200+ monthly. Im really disappointed. So after that i went to the nearest du outlet which is in al ghurair. The costumer service give me advice to take the 1 month free and consume 1 month before cancelling. So for that u need to pay like AED 400 for the 1month and cancelation fee. Unfortunately i wasnt able to cancel and pay the 1month of usage due to financial issue. I received a msge when they cut the service after 2 months. But i was surprice today because i received again another sms telling me that i need to pay aed 986?.. i am no longer using the sim card, why do i need to pay such amount?.

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Asaph Ataho
, US
Oct 10, 2019 7:05 am EDT
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I met two men of Asians nationality in Feb and we're well identified as Du agents, thy told me how Du has got offer that will last for two years and was told to make only payment of 150Aed, the first month to get offer. Because it appeared friendly to me, the payment of 150AED to last for years, as any person was convinced to take line from them.What made me run insane is when Du customer service called telling me to pay for second month, on complaing at Du outlet, thy told me its contract and lasts for two years of which to cancel you have to pay fee of 1500AED, So imagine acleaner who gets 800AED as salary and has to feed. Plz, this act is so evil in my point of view and I condemn it. I request this so called contract to be cancelled because it's putting me on stress, I wake up and think about Du and I go to bed thinking about same stuff.I have been patient for all this time. But I'm fed up.

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2:02 am EDT

DU iphone order through online shopping

I have ordered a Iphone on 28th Sept 2019 and delivery came on 30th Sept 2019. Delivery Person refused give the delivery as my mobile number is not linked with the delivery. From that day I am trying to call the Customer Care and as of now no response. When ever Customer care is contacted, they will inform us to send a mail to onlineshop@du.ae. But No response has been received as of now. Very pathetic service

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2:05 am EDT

DU installation

1 week of waiting on fake installation appointments and promised call backs... No explanation why just told theyll get back to me. Original installation date september 25th then 26th then 27th and so on. Waiting on someone. Each time you call you are told that sorry someone will get back to you. And by some miracle if they do get back tk you its to tell you that someone else will get back to you.

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4:25 pm EDT

DU online purchase

I have bought a iPhone last Friday through online shop. System scheduled my delivery exactly same day, however it's been 6 days and yet not delivered. DU does not provide any channel to talk to a real person in case of online shop and after 4 emails I have not got any real answer. All of them were vague and empty! I also forwarded same emails to customer.care@du.ae and the team did not replied convincingly. It was a standard copy/paste response! I still don't know if I will receive the product.

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Dianne Afrina
, US
Oct 13, 2019 4:39 am EDT

Have you received? because im experiencing the same. Waiting for nothing

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3:19 pm EDT

DU home wifi

worse experience with customer service, such a liars, bad communication, my wifi isn't working since 1 week and i call them each day and like a robot they give me same answers and replies and no solution.
I will absolutely not renew my contract with DU.
sorry mum we will escalate the matter and send a technician. same answer from different people and no one calls back or send a technician litterally like a robot . [censored] without solutions

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3:22 am EDT

DU deactivated phone line without warning, no one helps

This has been the absolute worst company I have ever worked with in my life.

My phone was deactivated without warning one day after I purchased the plan for my SIM card. I tried the online chat for help, where they told me that it was deactivated at my request. I absolutely had never requested to do such things, but she continued to tell me it was my fault and to visit a Du store.

The next day, I stopped in the Du kiosk in the Marina Mall and they could not help...they just kept saying that I had clearly done something to deactivate it. They told me to go back to the Mall of the Emirates where I originally purchased the plan after saying that they are unable to call internally from office to office, and unable to see a record of what happened in the first Du store in their Du store. What a joke.

I spent the next hour heading back to the Mall of the Emirates in 106 degree heat and told them the issue. They were originally more helpful, being able to reveal that the TRA rejected my application, and that that can happen when there isn't a clear scan of my passport from them. So he took his time, rescanned everything, and said I would receive a text to reactivate it. I waited, no text. He said "5 minutes". No text. I stopped back an hour after to let him know, and he told me "24 hours, it will be there, be patient". I asked for a transaction number to show what we had done in case it did not happen, and he said "it's fine, it will happen, 24 hours."

Lo and behold, no text over 24 hours later. I tried the online chat again, explaining the situation. They came back with "Your line was already deactivated." I explained again. He said that I need to revisit the store. At this point I said under no uncertain terms that I did not want to revisit the store, and I needed him to reactivate my phone or get a manger who could help. He then let me know that there was no way to forward my chat to a manager, and I needed to visit the store.

And here is where we are. I am heading back to the Du another day WITH my husband, who much more enjoys getting upset with businesses who are not doing their jobs. At this point, they have my money and are not providing the service that I had purchased, which is fraud. I plan to let every single person I know about this, as well as every review board that exists. Do NOT work with Du.

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DU In-depth Review

Website Design and User Experience: The DU website has a modern and user-friendly design, making it easy to navigate and find the information you need. The layout is clean and intuitive, with clear menus and search functionality. The overall user experience is smooth and efficient, ensuring a hassle-free browsing experience.

Range of Services and Products: DU offers a wide range of services and products to cater to different customer needs. From mobile plans and devices to home internet and TV packages, they have a comprehensive selection. Whether you're an individual or a business, DU has options to suit your requirements.

Network Coverage and Quality: DU provides extensive network coverage across the UAE, ensuring a reliable and stable connection. Their network quality is commendable, offering fast and consistent internet speeds. Whether you're in urban areas or remote locations, DU's network coverage is impressive.

Pricing and Value for Money: DU offers competitive pricing for their services and products, providing good value for money. They have various plans and packages to suit different budgets and requirements. Additionally, they often have promotions and discounts, allowing customers to save even more.

Customer Service and Support: DU prioritizes customer satisfaction and provides excellent customer service and support. Their customer service representatives are knowledgeable, friendly, and responsive. They are readily available to assist with any queries or concerns, ensuring a positive customer experience.

Transparency and Billing Practices: DU maintains transparency in their billing practices, providing detailed and clear invoices. They ensure that customers are aware of the charges and fees associated with their services. Any changes or updates to billing are communicated in a timely manner, avoiding any surprises.

Innovation and Technological Advancements: DU is committed to innovation and technological advancements. They continuously strive to introduce new services and products that enhance the customer experience. From advanced mobile technologies to smart home solutions, DU stays at the forefront of technological advancements.

Corporate Social Responsibility: DU demonstrates a strong commitment to corporate social responsibility. They actively engage in various initiatives and programs that contribute to the community and the environment. DU's CSR efforts reflect their dedication to making a positive impact beyond their business operations.

Overall Customer Satisfaction: DU has consistently received positive feedback from customers, indicating high levels of satisfaction. Their reliable services, competitive pricing, and excellent customer support contribute to this positive sentiment. DU strives to meet and exceed customer expectations, resulting in overall customer satisfaction.

Pros: - User-friendly website design - Wide range of services and products - Reliable network coverage and quality - Competitive pricing and value for money - Excellent customer service and support - Transparent billing practices - Commitment to innovation and technological advancements - Strong corporate social responsibility initiatives - High overall customer satisfaction

Cons: - None identified

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DU contacts

Phone numbers

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Website

www.du.ae

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