DU
Reviews and Complaints

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?

I'm a resident of al habtoor building in sharjah,
I'm living on 13th floor and facing the issue of network coverage inside flat
It's showing no service, means I'm not getting any signals inside my flat, i tried with different mobile as well as with different numbers but still the problem is same
Outside building the signal and network is very fine
I'm even not able to make call if I'm in flat.

I'll appreciate your kind response by resolving this network coverage issue in this building,

Thanks

Name: Lisa Sharma
account: 1, [protected]
landline: # [protected]

Old location: (phase 1 of 4 in same community)
JVC (Jumeriah village circle)
District 18
Building 10C
#903

New location: (phase 2 of 4 in same community) building is just next door
JVC (Jumeriah village circle)
District 18
Building 10A
#1302

i have requested for service relocation on May 15 for a June 1st to the above listed location.

Appointment was booked in for 9 am June 01, technician never showed up so i called du and was told the wrong address wan entered into the system.

after numerous calls they then rebooked me in for june 03, again no one showed up and no one called me from du to cancel or rebook.

i therefore called back again and again rebooked a third appointment for june 05 again no surprise no one showed up or called for this appointment.

a fourth appointment was booked in for june 7 and no one showed up or called.

final fifth appointment booked in for june 09 at 11 am, no call and no show so i called back and was guaranteed that someone would come before 5.

To this day 41 calls later each lasting minimum 1 hour long, countless promises of call backs within 2 hours and never receiving one single call between june 1-10, numerous excuses as to why my appointments were not adhered too and still no service.

I've been given so many excuses as to why I have not got my service relocated (wrong address in system even thought I confirmed in 2 separate calls prior to initial installation date, that's my building is not registered for du services, that the building is not ready for service, that's there are fiber optics problems with my flat, that's du is having technical problems internally.

Today 10 days later i received an email from du online shop stating that my building is not in the coverage zone. There are over 15 existing tenants in this new building that have active du services as we speak. Latitude and longitude plate has even been plotted on this flat number.

i am an employee whom works form home and i require internet service in order to be able to work on my CRM. I've now been 10 days without work and salary. I have expressed my dire urgency for this and still no one can help me or has a solution.

I've had so many promises for supervisors, managers, team leaders and to no fruition.

below is a copy of the email i was sent from Du as well as just a few illustrations of the amount of calls i've made to du in the last 3 days.

kindly have someone contact me ASAP regarding this complaint
Lisa

I just want to complain your agent from du named farhan. I respectfuly ask him if thr installation is free and only the internet plan of 389aed is the only amount i will pay he said yes. So i decided to ask him to come over and apply for connection. After a month it turns out i need to pay 600aedplus including installation which be told me is free. He is lying and cheated to us. Please refer to photo I will attahed. Please please do something about it.

Hello, I had raised a complain with Du customer care a month back for refunding the extra amount that was being charged as mobile content in my Du postpaid bill. And now when I see my bill for this month it is still not refunded. When I called the customer care to check they are saying that the complain was not raised and the amount that had to be refunded was not mentioned in the ticket raised.
This is very annoying for customer, I'm being charged for something which I have not used at all.
The person whom I spoke to was ikram Saleem. Please consider the issue when a customer is calling you guys and take the complain seriously rather than ignoring and giving false promises.

I and many others were scammed by a lady who claimed using DU as a payment method to provide adults services . Or a man who uses a voice changer and claim to be a lady at least . I was asked to deposit nearly 1500 Durham into their account utlizing / via the box . When the deposit was made he/she was asking for more deposit money before proceeding with the service . I then realized that this is a big scam and asked for the money back . He/ she told me that the money reversal takes up to 4 hours and they still have not paid us back or showed up in person. I hope that your respective company will collaborate into stopping all services and freez this person account immediately.

Many thanks !

Slam
My name is Nabeel Ahmed khan. I am a visoter from Pakistan. I come Dubai 2nd time. First time I come 22 February 2019 and 2nd time I come 27 may 2019 I got a sim card which number [protected] before go to Pakistan.
When I come back now du customer service send me message that your id is expire. I got new number of du [protected] from sharjah
Feom onlone booking through google search
Shop owner give me eid offer of one more sim card [protected]
Now proble my one number [protected] is suspended from du. Please reactivate my number

I will be thankful to you

I have made two complaints via the chat facility as the 800 155 number is hopeless to have someone speak to... after making two jn line complaints via chats i still have no one calling and my internet has been down since two days with no one showing any interest from DU... on line all I can find is how to get the services which but nothing to help ...my mob is [protected] or [protected]

I Have moved out of the country . I am trying to cancel my du connection with account(1.[protected]). I literally tried more than 20 times only i can hear is agents are busy in serving other customers. Money i spent on calling from USA is more than 100$.

Every time i had been spending more than 1 hour waiting . Still i could not contact them and cancel it . I know very well that they are going to charge for one more month.

This is the worst support i have ever faced.

Dear Sir,

We are using your Du's mobile numbers under the account no - 6.142173 which were obtained on our companies name last year. We are really surprised to have received the current month bill for this number with such excessive billing amount.

Please note the following details about the account number for your reference and verification.
Account Number : 6.142173
Mobile: [protected]
Connection: Postpaid

Current status - De activated by Du
Current active Plan details: Aed 100/ Month
Bill for the month of: April 2019
Bill amount: 3, 554.07

I have gone through the bill copy in detail and I noticed that I have been excessively charged for De-activation of number ( [protected]) which is not been done by our side, Kindly verify this at your end. I am absolutely sure that we have not given any application to de-activate the number.

I have been charged the incorrect amount. My contract states that only on breach of contract, I am liable to pay charges, but I am being charged for the de-activation done from your side.

Please can you explain why I have been charged?

If it was charged due to unpaid bill to Etisalat, than it should be waived of and the connection should be active as the matter with Etisalat is been resolved on particular number and amount is cleared.

We have attached the contract copy, in which Account manager has signed and written that International calls shall be block on local numbers, but still it was not blocked & our staff misused it, again amount was added in our bills

As you are so worried for the bills of Etisalat, on the other hand when I visited them they are most willing to welcome me get back to their network, with much better plan than what I am having from Du currently.

I first contacted Mr. Sheraz about this in the beginning of the month. If we haven't agreed a resolution about my complaint, I will request a deadlock letter from you and take my complaint to higher authorities

Therefore, I request you to kindly provide me a corrected bill for last month so that I can make the payment and continue to use the service. In case you do not correct this error, I shall be bound to lodge this case in appropriate consumer or legal forum and I will also discontinue your company's phone connection.

I hope you will attend to my complaint urgently and resolve it at the earliest possible.

kindly revise the bill, so that we can clear it before month end

Thanking you in advance!

Yours faithfully,

Zahir Ahmed - [protected]

My mobile number [protected] has been suspended more than 2 weeks now.My mobile number was on Emarati plan and I changed to Etihad business mobile plan 2 to 3 weeks before .when I went du office to enquire about the suspension of my account.I was surprised to know the fact that they combined the bill of 2 other mobile no ([protected] and [protected]) which has been cancelled on june 2018 and they generated the bill of july 2018 and transfered to my current mobile number. First of all other two numbers and with the device everything has been cancelled and settled and I even confirm with the du office agent at the desk.Secondly with out any prior notice it is not fair to suspend my current mobile.Thirdly, how is it even possible to generate the bill of july 2018 when everything is been cancelled and settled on june 2018.Kindly look into this matter and please do the needful.

Regards,
Divya Prasad

A postpaid sim has been issued on my cancelled emirates id without my consent by a culprit. Du phone number is [protected], the customer care failed to produce the documents as a proofs for any phone calls and sim activation . Many times i complaint but no action has been taken. Please try to help me to cancel this from my name, without using the sim why should i pay around 420.25 AED, its pure kind of cheating customers. Already am a du customer, if du is treating a customer like this i will never go with du and i never recommend du, am just a low scale employee of one company, some fraud people used my expired emirates id and did this fraud post paid sim activation, dont promote this anymore. kindly wave out all the charges from my name and clear this account, my current phone number is [protected].

A postpaid sim & phone has been issued on my emirates id without my consent by a culprit.

Du account no is 1.[protected], the customer care failed to produce the documents as a proofs for the phone which was issued .

Many times i complaint but no action has been taken.

Please email me the documents related to issue of phone, verification officer who verified my documents and issued phone to the culprit. Kindly check the cctv footage of the showroom through which phone was issued.

They advertise data promotions for 3 month then suddenly cancel it after 1 month with no explanation. Customer service is not helpful at all. They also advertise services for free and then charge money for it. When i requested refund the customer service representative told me 'ok we refund as exception for u. Ridiculous.
Not honest business at all.

Dears,

I moved out of my old place where DU was my service provider. I was advised by a DU sales person to open a new account in my new place which I did.
I went to DU IBN BATTUTA to cancel my old account because DU keeps deducting from me 2 services.
The person told that we will receive a call from DU to cancel the line.

On the line the new person told me that I was badly advised in IBN BATTUTA and that I should only relocate my old account and cancel the new one FOC.

She booked a DU technician to come to my house to relocate. The supervisor of the technician is telling me that there is no point relocating since I already have the new service and that I need to cancel the old one.

Results : I am loosing my time being played by DU sales team giving me wrong information and I keep on been deducted twice for 1 service (old + new).

I need someone to immediately cancel my old account FOC as delay has clearly not been on my side.

I received the email from Mr. Noufal (du) that I have balance bill.. I left the country from 2018 July and I have canceled du, Etisalat and ADIB bank everything. I have replied the email that I have canceled and left the country. But no reply was received and again I received the email that I have bill balance. Today they [protected]) called my friends and asked them about my number and so on... What Is that? I am sending email but not replying me and calling my friends and saying things which is made my reputation not good plus how can you guys disturb my friends *privacy* which is illegal. I called 065931016 this number which is from du and I told him this is me my name and I told him to call me back please but I have not received any calls from him back or email.
Which is really bad.

Yasir Shahzad Muhammad Banaras a DU Technician came to our building for reconnection of internet service to one of our apartments. Upon his entry to the building he has to go to security to have his details taken as well as taking the building telephone room key for the desired floor.
The technician abused the concierge at reception verbally who was attending to another client waiting, as the concierge finished serving the other client he took his identity particulars to make entry, again he abused him .
We had to call customer service representative desk to ask if that was the quality of their stuff, we are fasting and someone comes to abuse you yet you are praying, it's acceptable. We deal with DU stuff everyday but Mr Yasir's behavior has a lot to be desired. DU is a respectable brand and your service is commendable but with such workers they tarnish the companies image.

I am an du existing customer(1.37518902), my plan is 299 per month but without my confirmation they upgrade to 349 plan, I tryed so many times to complaint about this problem from landline number but it's saying invalid landline number. So please cancel that plan and what ever my old plan please active that plane only. And I spoke with customer agent they said call later ever time. I called 6times.

Dear Team,
Greetings from Royal Class Tourism.
I am writing today to complain of the poor service I received from your company. Our company Royal Class Tourism has enterprise plan of Du. We requested to add one more number [protected] last month. As a new company we were unaware of procedure and we were told from your representatives so submit some documents with signatures to add number.
After submission of required documents we didn't get any response from your company. We called the representative but our calls were not attended. Then all of sudden it was bring to our notice that number needs to be bio metric for activation and they need finger prints .
As the sim was concerned with our CEO who stayed for 12 days in Dubai to activate the sim but no one contacted rather misguided us. When he left country for business trip we received call regarding bio metric. Due to negligence of your representative its causing trouble.
I trust this is not the way that your company wishes to conduct business with valued customers. And this is not the first time I am facing such negligence from your company it happened before but regarding billing issue. Highly disappointed with your services.
Kindly tell me way now to activate the number before he returns. I want to solve this problem as soon as possible.
I am waiting for your response
Thanks & Regards,

Ikra Javed
Marketing Executive
Royal Class Tourism
+[protected]
ikra.[protected]@rctourism.ae
www.rctourism.ae