DU
reviews and complaints

I took two months ago a house service, (sold to me by a very stressing lady) and allegedly it should be fast and with very good connection.
Is neither, and I keep complain every week, speaking to robots, horrible service and eventually after half hours of waiting at the phone to heap apologies and fake promises that they will do something about it.
This has been going on for months now, I have a very bad connection and only du has coverage in my area.
Again, an abuse that consumers have to put up with because they have very little competition or none at all.

I had been using my du postpaid number for almost 8 years (055414***0) but due to gap in employment i could not pay for 4 months bills and line was disconnected due to not payment (which is acceptable). Now i have been charged month recurring charge for July, however, the line was suspended in June mid itself.

Please note that, i had been out of job for 4 - 5 months and due to which i could not pay. Now i have joined and can pay the amount in 2-3 equal installments (can issue the cheques as well if required.

But despite all my efforts i am not getting any support from you and have not even received the confirmation on reversal of undue amount charged for July,

Can i expect some resolution?

Hi
i had Very Bad experence with Du i am waitng for 6 month complete to cancel du sim.
i compalin against du 24 jun 2018 about my phone automaticaly converted to Postpaid wothout my knowdge.
For this compliant finaly du excutive cal me after 40days of complaint he told utold to our excutive convert postpaid u given ur dob nationalty all detal.
some one caled mw 2 months back for he told u have postpaid offer if u want know about that pls guve me dob nationity for that i given all.detail.
Never i told to migrate postpaid.

Finalu they are makeing fool
One Of worst telcom servicw by du

I have paid through online shop for 2 SIM card on 11/07/2018 (weborder #46786, 46788)
Up till now I have not received MY ORDERED SIM Cards despite making online payment the same day .My bank account already debited and I am still waiting for the cards

Highly dissatisfied

ABDUL RAFEY ALVI
EMIRATES ID-[protected]
MOB: [protected], [protected]

EMAAR BUSINESS PARK
LEVEL 01, OFF-102
SHEIKH ZAYED ROAD, DUBAI

We are raising this issue after several followups and made complaints in the Customer care.We are using the DU CUG network for the past one year and it was renewed 2 weeks before.We got several messages and calls from the provider to renew our services .But after our renewal most of the services which the company offered are not yet activated till now.We have raised this issue to the customer care and no responses from them.We are using around 25 CUG sims from this network and our Businesses are held due to this. We are also paying for the Service without getting any benefits.

Mohammed Sajin
+[protected]

I opened a new postpaid DU connection for the 12-month contract. I signed all the documents and submitted the necessary documents for activation.
The next day, one salesman came to my office and while collecting the documents he was clarifying all his personal queries as regards his job search.
He didn't ask me any single question as related with phone connection except emirates id.
The next day, my connection all set.
To my shock, the plan was activated for 24 months.
I immediately called the customer care and requested to change to the 12-month contract.
They did not respond properly and blamed it's my mistake.
I told them that I need a 12-month contract only but they said that the salesman might have had explained to you all things. Then I said, he was talking all about his personal life but not as regards professional work.
Then someone from the team called me and said we will change the plan.
Its been 1 month over still they are not yet taken any action towards this.

We are trusting telecom providers for their genuine service but they are doing this kind of inappropriate things.
If I cancel the contract in the middle I have to pay extra hundreds of thousand bucks unnecessarily.
I don't know what to do whom to contact.
I'll provide here the salesman no.[protected].

I was using Du sim as company connection, when I changed job, i migrated the same to personal plan, but since my company does not agree with it, i had to cancel it within 1 week of signing the contract. I paid 1635 aed (1500 aed) advance payment for foreclosure charges. DU did not give me any discount, even though I have never used that sim in personal plan. After all cancellation and settlement, I got an extra bill of 135.6 AED. When I asked the customer care, they were telling this bill was not generated at the time I was cancelling my sim (Does not make any sense). When you cancelling the contract, everything regarding that connection should be settled. The Du did not do that. Today on 16/07/2018, illegally they have used my credit card and taken an unautherized credit card charge of the amount 135.6.

worst ever telecom service and greedy people. I need justice

Dear Sir,

This is inform you that I am continuous trying to contact your customer service I can't reach you I went your customer service center they said you have to call toll free NO.

I received one super offer 50Dhs unlimited non stop internet service. I trying to activate *135*003# but just coming 'Thanks for using du interactive service" after that nothing. after that I call customer care they said it will solve shortly until now same. Yesterday again I try now I received message "With your current rate plan, unlimited social data daily pack Can't be activated via SMS. Please solve the issue.

Albinsekar-[protected]

Dear sir/Madam.
[protected] fawad alam shams has.
I have activated package for Pakistan 36 fils per mint, but today sturday 14/07/2018 dedicated extra amont as like normal charge. a few days before I have loaded 5 darhams which not received after recharge
Kindly refound my amount, by calling to costmer afficer he told that It is network error we will try to refound.

My internet service(acct no. 1.[protected]) is not working since 2-Jul-18 and as of this writing (6-Jul-18), its still not working. Techn came here at home and didnt find any issue w/ the devices. So bottomline, network issue.

My concern is, the service is so poor and so slow respond. When it comes to payment u r so promt for the reminder and discountinuing the service is not paid, right? But in the case that i was not using the services for 5 days now due to your network issue, its just sorry for 5 days and counting no internet service? Isnt it unfair?

Because of this poor service, i will not definitely renew my postpaid and my home service plan.

I have been using DU number since 8-9 years due to error from DU they charged me incorrectly and without my authority deducted around 4 k from my bank account, my phone waa off for good 1 month with they not resolving my complaint, making me run pillar to post day out, please note i am service man and did not have luxury to be sitting and not working. After soo much running they refunded me my amount and again in 2-3 days they disconnected my phone stating the refund done was incorrect frm there end, hence i need to pay the amount ( please note they made the bill more then half of my monthly salary), disconnected both my phones where it was miss from there side back to back..
Now i finally managed to arrange some fund and paid some amount and for next 2 months gave them a cheque, staff called rohan nair was back to back contacting me to get the payment and was helpful .If you go through my phone history i pay DU around [protected] everymonth because my phone usage is high due to job need, hence it clears how important this number is for my job.

I few days ago had some serious family problem which waa not expected and hence requested on "emails" and on phone to Rohan Nair and his supervisor Aziza swaleh to support and decrease my next 2 months instalment, zero consideration shown to someone whose is in trouble of family emergency, they dont even respond to email professionally and neither call...

Kindly support as i am ready to pay but amount shall be decreased plus some professionalism and consideration to customer in prob

Dear Sir,

I have been continuously raising this issue since over a month already now. Request your kind attention on this to please get this solved for me.

I had requested to change my du postpaid number [protected] to prepaid connection. I had been to the du store in Matajer in Sharjah University City. I had paid all my outstanding bills and also the migration charges from postpaid to prepaid. Later my phone line was suspended for 3 days and after many follow ups I received a call from the retention team to whom I had clearly declined the offer to be on postaid as I have lost my job and I am not in a position to pay any postpaid bills.

Inspite of my refusal, my phone line was again activated as a postpaid line for another month and now again it is suspended from 3 days. I don't have any other number where people can contact me even in an emergency situation. I have been following up this issue with the du customer care and been to the du store also. But there is no response.

Request you yo kindly look into this matter and get my phone line activated at the earliest.

I continuously calling one of your employee Usman who install WiFi in our home last 10 days always he said I am coming today untill now he didn't come I send a mail regarding to my WiFi is not working I tried customer care last 8 days but couldn't connect I send a request day before yesterday now I want to cancel this WiFi service because very bad response from your side I am not responsible to further billing because I will not use your wifi

Laetitia Chauffour
[protected] / [protected]
Du account #1.[protected]

I have called Du home services 30 April 2018 to stop and to not renew the offer I have since may 2017 on my Talk and Surf (as it would be one year I have it in May 2018.)
Du representative told me it will not be renewed.

9 of June, I have received a text confirming the activation of my 20% discount on my home services.
I did not ask for it!
I called in april to stop it!

I have contacted Du customer care by email but they are answering that I activated this pacpack in 2017.
It is true but I have requested to stopped in April 2018!

I know conversation are recorded, please find it!

I am raising a complaint now, this is not acceptable, I asked to stop it!

"Deja Vu Du" Relocation Request Gone Wrong Twice in a row with Du
I've been a Du customer since I moved to Dubai 3 years ago.

Around February 2017 I relocated from one company accommodation to another. Taking advice from Du I put my relocation request through the nearest Du service centre 3 working days prior to the move. On the day of the move I called Du to follow up on the engineer visit. They had no record of the relocation request. It took about a week for Du to find and action the relocation request. I was explained that a rare technical error had led to the relocation request not being generated.

On 30th May 2018 I made an enquiry for a second relocation request. Again, to minimise downtime I was advised to book the relocation request 3 business days prior to the move. This I did on the 4th June. On the 7th June when we moved I contacted Du to double check. Again no record of the relocation request being actually generated could be found. Here I am on the 9th June and each day I call Du the best they can offer me an email to the technical team chasing the request and the hope that this team will contact me to book the engineer visit. It's been 3 days of this so far...

From what I can gather -assuming everything goes ok in the store- the best you can hope for is that your relocation request is queued in someone's inbox for them to then action and generate the actual engineer call out. It's clear from my two experiences and the other messages here under the general title of "relocation request failures" that the technical team is either understaffed, undermotivated or poorly managed; probably a combination of all three.

In any event Du stores, are publicising a 3 day waiting time for relocation requests, when the reality is its taking the technical team a lot longer to pull their finger out. If you're reading this and you have a choice - here's my advice:
1. If you can, avoid Du; they just...well, Du Don't (...do relocations very well)/
2. If you're relocating put your request in early -once in contact with the technical team its probably easier to delay their visit then to try to get them to come "on time".
3. Make sure you use an etisalat number for purchasing data while you're without home internet, no need to reward poor customer service.

If you're from Du then I'd appreciate a followup...you can call me on [protected]

To whom it may concern;

Hi, my name is Kristine Marie Jamboy, I am writing this letter because I want to file a complain about the scenario happened last Wednesday, May 30th around 3pm. When one of the Outdoor Agent from Du, named Imran (contact: [protected]) is trying to talk to me in our Shop while Im on duty, Eventually, what happened was really not my intention to anticipate him because I am not interested of what he was offering me, what he actually explained to me is, the offer that is free simcard is only for Ramadan and limited only which is (Plan 150 /month), he assured also that no need for me to pay anything for the ff: monthly as long as I will not use it. But, after I used to entertained him because of the way he explained it for all is free, he asked my details, emirates id and so on with the signed contract which I believe that there will be no problem 'cause he said I will not pay anything. And when I already signed everything he asked for the 20 dhs pay from since its free. And in front of him 1 representative from Du called me using this contact # [protected] and verifying my Emirates id details and Imran the Agent was insisting me to answer the representative to say "yes ill use it" even on my side I cannot entertain him well because I have customers also that time. After awhile, around 6pm when I got home I received an email about what I have signed from this Agent and unfortunately, I was really shocked that that plan is POSTPAID. What I did I visit one of the Du office to make an email regards to not to proceed my application and they assured me I can still cancel it within 24hrs from taht time around 7pm, Wednesday. But the next day, unexpectedly Thursday 31st May around 12nn its been activated and they are leaving me with no option at all coming to the Du shop. As your customer, I insist that I have the right to not proceed the application for a main reason is - the way your Outdoor Agent is explaining me is not proper, even the 150 dhs I am not capable of paying it so why then he told me its all free? 2nd reason - I followed the rules to resolved it the same day happened. This is all miscommunication and improper way of marketing your services. Also, the staffs from the Du shops are insisting me to use it because its already activated as postpaid, this is frustrating to know that we as customers cannot cancel the subscription EVEN I asked them on that day of incident to send the email letter to the provider NOT to proceed it. I am looking forward that you will resolve this matter and please retain my Du number as prepaid. I am not capable of paying this postpaid since I cannot use this also.
This is my number [protected].
Please help me with this matter.

Thank you.

I have deduction from du, on my credit card 1800 dhs where I dont have any owes with them. inspite calling them a lot of time no response. There is no way to recover or refund my money, I have been in stress because of du service.

Dear Sir

I have been charged on 23/05/2018 1000 dhs and 800 dhs on the same day from my FGB credit card, these transactions were not done by me in any outlet, please Check and reply me back URGENT to why this was charged to me. My telephone account number is [protected] and my emirates ID number is [protected]. Please Check and reply me urgently. I cannot reach the concern department for the amount to reverse of refund which was charged mistakenly.

Thank you
Yours Sincerely
Mohammed Raheem
Mob :- [protected]
Al AIn

If you make a payment on DU web site, the payment is redirected to Australia.
https://migs.mastercard.com.au/ssl (If mastercard Payment )

If you click on Payment and use mastercard for example it get redirected to the web site above.

The fact that they use a payment from Australia is detected as a -- fraudulent -- transaction and gets blocked by most of the serious Banks.

Any one here knows why the hell du telecom makes their payment out of australia ?

I had applied for a Du home package and provided all the required documents. I was assured that the connection will be given in 6 days . I did receive a call to fix appointment for initiating the internet package and it was on Thursday 17th May 2018 between 9am to 12pm. The technician reached my flat by 10:15 and checked the line and said there is no sign and that should be rectified by etisalat. Called up the etisalat guy and he came in 30mins. By the time, he requested me if he can go an give another installation as the etisalat guys will take some time. i agreed and asked him to come back AEAP. The Du technician name is Sameer an Indian Guy with number [protected]. As the fault was rectified by etisalat, called Sameer and told it's done and he said will be in my fault in 15 mins. I waited for 1 hr and the called customer care and informed. No action taken nor my connection was given. I called up customer care and sameer again, from sameer no answer and customer care said will do the need ful. Until now. No action in my request. I feel these kind of irresponsible company should be fined and action should be taken against this employees .I will not recommend Du to anyone as their service is filthy.

I recently requested to close my Du home account - account number [removed]- in the name of [removed]. Address [removed]

I called in early February to understand the process involved and was told there would be an early termination penalty, as I had renewed my contract back In October 2017. This is factually incorrect and morally suspect. I initiated my contract with Du in April 2014. My husband received a call from Du in October 2017 offering to double the internet speed. He told the caller that we already had that internet speed and he did not want to take advantage of this offer. He did not at any stage agree to a new contract (as we knew we were moving house) and he was also not authorized to agree to this, as the account is in my name.

Whenever we request information, Du insist on talking to me as the account holder so therefore I do not understand how you could get authorization for a new contract without speaking to me, the account holder. And you will find if you play back the recording of this call, my husband did not agree to a contract extension. Therefore I refuse to pay the early termination payment.

I have called Du about this 3 times and no-one has been able to resolve it. I have been into branches in Ibn Battuta and Mall of Emirates on 5 occasions to get my final bill and resolve this and the 5th visit, I was finally given my final bill, but was told they could do nothing about the early penalty payment and I had no choice but to pay it. If I wanted to escalate this, I would need to go back to MoE or Tecom branches.

I await resolution or I will officially complain to the relevant Dubai authority. This is entirely unreasonable and very suspect practice.