DU
reviews and complaints

I keep getting harrassment called and messages from Du for a service I never ever had

I dont have internet or land line from Du yet I am being harrassed and charged

This really needs to stop, and fix your records. I can further take this to a newspaper since I have seen a couple articles taking about about the over charging and other practices.

Below is one of your lovely messages, please make sure it stops.

Deactivation notice: Please be reminded that the amount of AED 827.70 for your du account number 1.[protected] hasn't been settled yet.
Failing to pay the overdue bill immediately will lead to losing your number and deactivation of all your services permanently.
Your account details will be passed on to an external debt collection agency and they will contact you directly regarding payment of the outstanding balance.
Pay your bill online using http://du.ae/duapp or by visiting http://du.ae/myaccount or call at 971555678155
If you've already paid your bill, please allow 3 hours for reconnection.

I want to do my cancellation since yesterday im calling from 11 in the morning until 6 pm. All the costumer service is telling me they will transfer me to cancellation team and wait for call. I wait and wait and wait for every 30mins but no one is responding. I cancellwd my work yesterday only to fix this issue and again do i have to cancel my work just to wait for your call. Im so sorry but im so disappounted how the cancellation make my time wasted waiting for nothing. I did it in etisalat before but automatically same time same date that i approach and cancel my wifi, they cancelled it. But here they ask me to pay first my cancellation and paid it but still they said i have to call the costumer sevice bceause they are not responsible for cancellation. Now its August 1. What do you want me to do. To pay all the monthly bill again even i paid the cancellation charges. Im so disappointed for your services

I need solution ASAP
My number: [protected].
Several times, I spoke to the call center, no one help me ever, this is not acceptable ever, they have been cut my line since 25/07/2019 because mistake happened from du side, not from my side, I lost most of my work, All what I need know 
Contractual cancellation with du and I will not pay 150 dirhams for the termination due to the amount of losses suffered due to lack of order and disrespect from du.

Hi My Name is Sanjay & i am using pospaid sim from du since long time.curently my sim is disconnected due to not providing the lettest EID & i cant provide beacuse of no job.Currently i am on visit visa & went to one of du branch in khalidiya mall to continue to sevice with providing the original passport.But DU employee said i must have EID to continue the service.

My Concern is if am not getting the service from DU then why sould i pay the monthly payment which is 250 dhs.in UAE people cant guarantee that tomorrow they will have job or not..If a person doesnt have the EID to continue the service then there has to some other options, like original passport etc.

This one is kind of thief. Individually stealing money from people pocket.

My humble request, Kindly provide other options for those customer who is suffering from these kind of issue.

Hopping for the positive action.

Thanks & Regards
SanjayGurung
[protected]

[protected] cut of service though I have credit.
[protected] on Bishal who took the call from 0559800924 on 24th of July 2019 who totally IGNORED My complain and didn't even make the complain. As I told him to fix service. So I called again and made an official complaint through "Israa" she was perfect and knew what to do.. gave me complaints numbers as mentioned above.
The service had been cut for 24 hrs and I lost many deals and didnt get back unless I paid again 200drhs today.
When I called again to the team leader "Nasma" she told me that you are wrong, you should've told them yesterday its allocation issue! And I will pay you back 11 drhs as a COMPENSATION! Thats all I can do and sorry for your lost deals for which reason I always have credit in my Du account.. or you can go to our office directly! If you want a good compensation..
24/7/2019
1st call on 6pm - Bishall who ignored me
2nd call on 11pm - Israa gave me complaints numbers.
25/7/2019
1st call on 3AM - khalid who left me waiting for 52 mins.. no call back battery died
2nd call 4AM - mohammed said the leader will call me at 9AM and DIDN'T..
3d call Khalid transferred me to Leader BASMA whom DISRESPECTED MY COMPLAIN!

Sir

I have purchased a pre paid du sim from an agent who was on the street, {0524935439} but he activated the sim as post paid by using forged documents which is not at all connected to me, the utility bills submitted are forged by the du agent,

All the supporting documents such as utility bills are not belongs to me, the du agent fraudulently created for selling the product.

The Etisalat bill attached is showing one mobile number [protected] ) it not belongs to me also.(somebody else phone number)

my signature in the document also fake, I never signed for him any document.

now I am facing legal action from du authority,

kindly help me to find what happened actually, as per the legal notice from du I am liable to pay an amount of(Aed 1532.20) I never used the connection .

kindly help me close the liability without paying and close the connection also.

May condact [protected]

I have huge issue with the customer service!
My account #1.[protected].
I raised the complaint on July [protected]) about my contract renewal issue : I was disconnected from network early this year and found out that the reason was that my plan discontinued. So I requested to get network back with any plan for same price rate I used. My contract was mentioned as "upgraded" that is unacceptable!
Complained promised to be solved within 48 hours. And it was not. I visited main office and called many times without result!
I have to cancel my account as I left UAE and penalty is not acceptable to be charged due to explained above!
Since it was not solved I have to follow up from abroad. I requested the call back through messenger service. Call received after 3 days (instead 24 hours as promised)! And caller introduced as survey team (?!). I started complaining as I am expecting customer service manager call not survey team! And they hanged up the call but registered as it was me who hanged up! Nonsense!
I tried to call +97143905555 to at least freeze my account while my complaint is pending. I've spent 20 AED to hear "please call later"!

Is this appropriate service for a customer that uses your product for over 5 years?!
I never delayed a bills payment! And didn't raise a class action after my network was disconnected without ANY NOTICE just because company discontinued plan I used!

Rediculous attitude!

Hoping for this email to be received by adequate and capable manager of your company and proper actions to be taken.

If my case won't be solved within 1 more week I'm going to raise this case as a huge international class action! With customer rights defenders from around the world!
I'll request to compensate all losses I'm still getting due to issue is not solved on time! And moreover moral compensations!

I was in dubai since 2011 to 2015. I was using num [protected] in dubai. When i left the dubai i kept this num with me which was on in the pakistn mny month. After many month its off and now this num using somone else who i dont know. Now he teasing my fmly frnd members and blackmealimg them . And also sending some hrasinng msgs to all my contacts y
Plz help me and call me on [protected]

Everytime i recharge 25dhs you will always send me sms telling i subscribe to this and that even if im not!oh and by the way! There's not option to unsubscribe! So amazing! My last recharge is only 2days back and now my 25dhs is gone! Great job du! Your excellent in getting the money of your customer with your VERY POOR SERVICE! If you will continue to be like this! Better yet me and my husband change to ETISALAT!

I have been facing problem on my prepaid number [+[protected]].
I faced the issue yesterday . yesterday i recharge 50AED for activation of data bundle of 155 mb / day 192kb /sec for 30 days And before also i use this offer and they not send any information to this offer in directly renewed. this offer is directly renewed and my all credit is deducted an my activated service also deactivate. upon complaint to customer representative I was responded to in a very rude manner. I'm earning a very basic salary and deduction of 50 AED on recharge of 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. then i was requested you to reactive my service.

Ref: DU Account (1.[protected])

Du has the worst customer service I have ever experienced anywhere in the world.

They are charging for two account from one address (mine above and Account - 1.[protected]). They were supposed to transfer from my account to the same address but are charging both. I believe DU only allow one account per address as explained to me by your customer services when I complained (Customer Reference: 1-[protected]).

This new account was transferred to my address 2 months ago and my mine should have been cancelled at the same time. I have tried calling and visiting stores. I have paid the 660AED cancellation fees no one is heloing and they keep charging me 395AED every month as well as charing the other account.

My prepaid number is [protected]. I noticed always my mobile balance is reducing continuously without using it. i tried to contact your customer care but there is no any option in customer care number. i contact them through online chart but there is no any solution from their side and not even any answer. very poor customer care and service. you are stealing all my money. I didn't recharge my number long time due to this issue, but today i recharged the number but i am facing same problem.

your costumer representative on duty name mr baha on july 7, 2019 around 8:30 pm located at al whada mall branch has been approached by me for data package cancellation but his attitude was completely unacceptable and disrespectful to the customer. my inquiry was not properly addressed in a clear and polite manner. as a sales customer representative they should respect and avoid discrimination in every possible way..

Dear DU,

how many time you tell to us accept your sincere apologies...!

i get frustrated with your service... now more than 45 days from my 1st request..!

what you are doing tell me please...

if you can't do my this week so please let me know...

this is second time i request... so do you want me to cancel this again and go with Etisalat.

1st request on 28 may 2019 after 35 days its cancel becuz of your VERY POOR SERVICE
2nd request is already 10 days. again come same Story as 1st request...

i not accept your sincere apologies again... OKAY.

Regards,

M.Ilyas
[protected].

Hi,
Our account number is 6.148047. The past couple of months we are not getting proper support from the account manager. Each request we are sending again and again and very difficult to get in touch with them. So please change the AM and give the contact number of some other person who can support us. If the same also difficult then please let us know so that we can check for any alternative option. We really don't want to continue like this.

Awaiting the urgent action.

Sibi
[protected]

Du mobile number - +[protected]

I have called the customer care multiple times and they are every month charging me 10 dhs for "Tips for happy life" and when I am asking them about the reason for such charge, they are saying its a 3rd party application however I have unsubscribed it and told them to deactivate any 3rd party service on my account.

however still I am being charged every month for this and they cant do anything about it.

Here it is not about money it is about being cheated without any reason.

Dear sir
I would like to take a initiative to make a very regretful situation which I'm facing through now. As I'm very long time customer I really unsatisfied the situation I'm just facing now. As per my over due bill of the post paid bill ( [protected]) I was contacting your company agents from past a year and explained to them several time what is the situation I'm going through due to my back home critical financial difficulties. My mother's condition and the du no I used to call all Srilankan contacts due to my mother's operation. You can view the list of my detail bill and check. Apart from that the bill they force me to pay now includes my device chargers. I was without a telephone line nearly 6-7 months due to this reason and they completely barred the full device without notify. If they give me the time to pay only my bill without device charges I should've pay till now. But each and every agent from collections they pass the case to each other and after a month now they submitted to Thasheel legal department.
As I contacted and paid some amount also ?(500/-) still they submitted and now legal they forcing me without a reason.
Is there any person who can understand and solve this situation I really appreciate that you can contact me in my new du no [protected].
Regards
Dilani sharmila

Recently we raised many complaints to DU regarding a fake activation of a SIM card by the DU representative with fake offers. This issue was solved and the DU number +[protected] was deactivated with the wave-off request suggested by the DU Customer center in Iban Battuta Mall. With their promise we initiated cancellation. After many request and direct visit we got cancellation of number with wave-off charge on 1425AED. (Attached the Request Letter)

Later after 2days we started to receive message on +[protected] and email to make 1425AED payment which was pending. So we contacted customer service and they confirmed us by call and email that there is no existing payment. All payment is clear from their side. (Email attached)

With this assurance and confirmation from the customer service I requested for cancellation of postpaid. My contract for 1 year is expiring (DU No: +[protected]) and I approached DU Customer center in Iban Battuta on 14th June 2019 to raise a Cancellation of postpaid and use same number as prepaid. They rejected me saying their system status shows some payment clearance so cannot forward my request. They asked to contact Billing Section and from billing they said attach the mail saying no extra payment, along with the request for cancellation. I said the same to DU Center Manager and he rejected again. From there I contacted Customer Care and they checked and replied its clear no issues. I handover the phone to DU Center Manager and he refused to accept it.

Its becoming a big headache and so much tired and exhausted. Around 8 times I visited DU Center and very worst response from them. They trying to send us out, even though we requested for to help solve this issue in a polite way.

The worst customer i have even dealt with in my life. They just want to extract money from the customers. One of my cousin had to leave the country since he lost his job. He took 2 years contract which he was not informed in prior. Since he had 2 numbers in his name and he completed only the 1st year DU had asked him to pay nearly 7000aed for the remaining year balance amount. He handed the sim to me and asked me to use and pay off for 1 year. Now when we wanted to cancel we called the customer service multiple times to ask the procedure for which they told since the owner of the sim is not in the country we have to get an authorization letter from the owner and hand it over to the Du customer service center. I called Customer care multiple times just to make sure that the procedure is correct, since the employees have no clue what the rules are. When i got few similar answers, i headed over to Du customer care center in City Center Meism. The agent there told me they cant do anything this has to be done through email and only the online customer care agent can do the cancellation. We dropped a mail to the online customer care service and we got a reply stating that we need to visit the customer care center and give the authorization letter. Just because of this stupid and ridiculous services i am paying 1300 aed for 2 sim cards which was deactivated in March and not using it.

I have been one of the users of du for many years. And this is the first time I've encountered such irresponsible handling of clients in the Dubai Mall brunch. They redirect from one window to another do not give full answers and explanations. And the person on the webcam doesn't let me even to finish the sentence, constantly interrupts and smiles slyly as if with a mockery. This is completely impolite and disrespectful. I would like to open complain and I need the number of complain, as I will take this case to TRA. How I can do that?