DU
reviews and complaints

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]

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

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.

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.

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

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!

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.

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]

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]

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

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?.

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

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.

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

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.

Du wrongly billed extra amount into our account and suddenly disconnected our internet and television service without warning us. du customer care service at the counter told us three days back that it is an error and asked us to ignore it. Now their customer service staff tell us that connection will be restored only if we pay the amount. They bill wrongly into our account and they penalize us for their mistake. They have done the same thing once earlier. Their service is really pathetic.

DU has been charging me a higher amount than they should. The issue has been resolved and I was promised verbally and in written that the excess amount would be transferred to my bank account but I am still waiting after 1 month. Costumer care, escalation team and the office in Internet city all give me one excuse after the other. Promises of call back never happens. To talk to the same person you have previously spent time explaining the issue to is not possible. To get a direct email address is not possible. To talk to a manager is not possible. Purely horrific costumer service..

Dear Team,
We have relocated on 31 August & placed Network relocation request to DU Service provider.
From this date, we are daily taking follow-up & raising our concern to DU Customer Support. Every time, we have been told the Work order is not release yet & they will update us back.
Its the same status from last 8 days. This has caused lot of hassles to us & wasted our significant amount of time in dailly follow-up.

You can refer the atatched email conversion for your reference. I