DU
Reviews and Complaints

I have requested cancellation of the services, paid the cancellation fee for one extra month and kept on being charged. When I follow up on the cancellation request, the system says there is no request! I’ve been trying to cancel the service for 2 months, they don’t do it, just continue to charge. When I call the customer service for complaints, they just hang up. When they call and start blackmailing for an outstanding amount which you’ve already paid and the application shows: NO OUTSTANDING amount, they keep repeating: pay pay pay! When you say the app shows there is nothing to pay, they say, “no, you HAVE to pay, the application doesn’t show, but you HAVE to pay. This is ridiculous! And they do it from private numbers on Saturdays or Sundays around 3pm when people are resting.

I’ve never seen WORSE company anywhere in the world.

Wifi service requires I unplug or push the reset button several times a day. You have no direct customer service number to get a technician involved. I have to get transferred 2-3 times before getting a tech rep to talk with. And then they just tell me to turn the router off and on and say it’s fixed you won’t have anymore problems. Well I know turning it on and off helps to reconnect. I do it all day long. You should be ashamed for selling people a service that’s so undependable. Especially when we also use it for business.

Dear Sir / Madam

I have recently taken a Du Home internet connection. From the day one, i am facing the multiple issues from the day one:

1. Promised free installation - I was charged AED 200 (bill attached)

2. Free channels app - did not get it

3. Connection keeps dropping

I have attached the promised package copy by Rabika, Du representative [protected])

I have attached the Du bill bill showing installation fee AED 200 charged.

I have received a defective product, non compliance of promotion of free installation and incomplete delivery of services (free channels app not delivered).

I am frustrated and wasting a lot of time. Please penalize Du so that other consumers are not cheated and its not expected that a company like Du treats the customers like this.

Regards

MG

I just recharge with option more credit and laterz company said it means credit for calls only. Even it’s written only credit and credit means credit. It should be customer choice either he want to use this credit for calls or internet. Why company is deciding that this credit for calls only ?

They must have to reflect this balance in credit So plz solve this issue. Thanks.

[protected]

I’ve recently reactivated my postpaid business plan with Du, which includes 12.5 gigabytes of data. They activated the National minutes that the plan includes, the SMS messages, but not the data bundle. I only have 500 megabytes per month, and have had to purchase extra. They kept promising they will activate the data, but it’s been a month of nonstop calls and emails to them and they’ve done NOTHING so far. I’m at my wit’s end and don’t know what to do anymore. If I cancel the plan, they’ll charge me a cancellation fee. If I don’t, I’m not getting the bundle I signed for. It’s absolutely ridiculous.

I have been billed in the month of Feb for an internet service which was not utilized by myself at all. Made several calls and complaints, visited their offices as well but until date, that amount still reflects and every month they disconnect my services. This is utter nonsense for a mistake Du telecom has made. All the information etc is n their systems yet, no one can assist with resolving the matter for me. Honestly, am completely astound by how such a huge telecom company has such horrible customer services where no one is able to assist for the past 3 months. Not sure when this will resolve but hoping someone from management will take this review seriously and contact me and resolve the matter.

In your system, I am listed as your platinum customers. If this is how you treat platinum customers, I pity the rest of them.

I’ve been a loyal customer with du over 9 years on July 2018 I went to du MOE and closed my account helped my an Egyptian manager.

The question is why I keep receiving this email’s final notice since I went myself and I close my account. Also, I left UAE 5 hey years ago, this is the worst customer service and camping to get money from the customers, this is my thousands email I’m sending I’m requesting I’m informing I left the country. I closed my account. It’s not my problem. If you have unprofessional, trust worthy managers on field, they don’t do their job.

You keep chasing me five years and I keep saying the same thing go and pull the camera recording on July 10-14 I can’t recall the day after five years.

I don’t know what is your role in the company but I wish you can take this further an assessment clear that as I don’t like to have any debt anywhere for anything especially in a country I lived in, and I love it, and I used to pay every single penny.

Imagine the reply from the DU specialist. Where is the UAE government from this ?

The worst service ever. I have to cancel my 5g home internet contract earlier. Account 1.[protected]. Asked them to provide invoice with early termination fees. There is official info on their website regarding early cancellation charges, but they provided completely different calculations which are 10+ times higher. When I asked strict question why they calculated charges by formula different from that on their official website they didn't have any answer. I raised complaint 1-[protected], but after 2 days it was closed as resolved without even contact me.

By the way, they didn't cancel the service as I asked as well.

So, if you're care about your money and need transparent service - du is not the right company.

SCAM/SCAM whoop! here I am again after their false promise. It's really a scam now. After complaining I has been promised by one of their retention team that I was been given 20% off + free cancellation for one of my connections while I asked him to cancel my both connections. And he makes it very clear that I will not be wasting my time again complaining. And still I am getting bill for more amount than I promised and while getting assisted even themselves they didn't know what the charges is and one of them said that the discount was never been applied. WOW. WOW. WOW.

I left the UAE in July 2021 and DU telecom kept on generating new invoices for the month of August 2021 (AED 302.40) and September 2021 (AED 134.40).

One month before leaving the UAE I informed DU telecom regarding my exit and disconnection. DU telecom told me to inform DU telecom 3-4 days before leaving the country and I will receive a call for the disconnection. I informed DU telecom for disconnection by going personally and through calls 1 week before in advance but did not receive any call from DU telecom for the disconnection.

Du telecom started sending threatening notices to me for the invoice payment against the services for the month of August 2021 and September 2021 which I have never used. How DU telecom can invoice the customer and force them to pay the payment without using the services? It was Du telecoms duty to disconnect the services within a given time period to avoid new invoice generation which DU telecom has failed to do and for Du telecoms negligence and incompetence why a loyal customer should suffer?

There are many cases available in the UAE, where DU has done the same thing with innocent customers. Du telecom unnecessarily keep on generating new invoices against the customers who have left the country and threaten them by sending notices for the bill payment for the services customers have not used.

Now I am sending mails to DU telecom but they are not returning my hardearned money so I need your help to get my money (AED 436.80) back from DU telecom. I can provide my DU account statement and previous and current conversation with DU.

Await response.

I have submitted my du telecoms corporate renewal documents since Feb 2023 and also again in March 2023.

However until today, my du number renewal is not done.

Until Feb the payments were deducted correctly for my number 120+ vat

However, for March neither du telecom has sent me an invoice nor their app and their branch shows amount is due. But they have updated my aecb as defaulted payment which has impacted my credit score and my financial application was rejected.

Despite complaining twice, the billing team has not called me yet plus their software at branches are down. How do I resolve this issue and how do I pay when it's not showing due?

I would never ever continue using their services. Very unprofessional company and underdeveloped technical and operational team.

I really wish i came here before taking fixed internet service. Seeing the complaints are soo accurate to the ordeal I'm going through since December. I am being charged every month for a service that's cancelled since December. The wifi gets disconnected, I'm asked to pay whole amount in promise for a refund, a month later, same story. Seriously my first and last encounter with DU. The agents are scripted robots, but the management is seriously incompetent. Just cannot solve a simple issue. Im so angry right now because it is disconnected at 9pm! And i really needed to work!

I have terminated my wifi contract and chatted online with DU customer service and they confirmed that the contract is not to be renewed and terminated. Also I sent email to customer service infroming them that I am not renewing my service and requested terminating it. Then after each month, the collection department send me bills for upcoming months, and I informed them how are you charging me for a service that I don't have it anymore? Looks like customer service department is disconnected from Collection department and they are not doing their job perfectly and inform them that the client terminated his contract. That's the worst experience. They kept bothering me in bills via sms, phone calls, and emails. I gave up from this company, because they are insisting to add more bills on me for nothing.

I have been a member since 2015 and I pay 1300 AED each month.

They have the worst support. They can't even understand basic english when you send them an email. They keep apologizing since they are extremely incompetent.

They de-activated my phone saying "Du rejected my registration process"

How does Du reject its own process where I submitted my EID, they got the finger print and signature?

I have been to the store 3 times now and did the registration 4 times ... yet I have no phone registered in the last 6 days now.

I will definitely go with Etisalat, hoping they will have at least some educated people sitting in the support department.

Its been a week and I am sick and tired and have no clue where to go and who to call ... I went to multiple stores. Send out emails to du care. I went on chat with blu chat service. NO ONE WAS ABLE TO FIX MY ISSUE. AND THEY DECIDED TO LEFT ME WITHOUT A SERVICE FOR 6 days. I can't even receive an sms.

Their customer service is poor and they give false information to their customers. No one from the store has informed me that once I purchase a mobile phone with them that they will automatically deduct the amount on my debit card, since my due date is the 29th of each month but they charged me on the 16th? Therefore, don't be surprised if DU takes your money before you know it! They are fast when it comes to taking payments, but when you contact them to complain, their response is very slow! Next time you offer a full range of information to your customers, not a false one at the call center or when they purchase any device, please give them all the information they need. It has been a very disappointing experience with your services! THIS IS REALLY NOT ACCEPTABLE!

I wish I could go for minus, such a poor customer service. waiting for their call to fix my issue from last 6 days and everyone telling me that I will get a call within 48 hours. Giving wrong information, cheating and getting money. Are you for real?

Never gonna trust DU and continue their services.

I want to cancel both of the plans as your service is very confusing and its taking more than a month for you people to fix one issue.

As I was mentioned that I have to pay extra one month for cancellation of my first plan which I have even completed my contract and i dnt even know why i have to do so. and pay for your mistake because you didnt cancel it on time.

And i want to cancel the second plan as well and continue with etisalat services which is far more better that yours. and with free cancellation as you had mnentioned that its free cancellation within 7 days.

Hi,

This is regarding the harassment and chaos we have been with DU for our home internet services.

We paid the bill two days before the due date this month however my internet services were suspended on Saturday i.e., on 4th March from morning until mid night for no reason.

Besides that we made a call to the customer service almost 15 times that day and most of the times the agents either disconnected my call or kept my call on hold for around 45minutes.

The agent named Sonali said that she will be transferring the call to her manager and dropped my call which was absolutely disgraceful.

The story does not end here. Again on Tuesday morning the history repeats. Our internet services have been suspended for no reason from morning and even after continuous calls to the customer service no solution at all and our office work got affected awfully.

Moreover my expected wife couldn't attend her online physiotherapy sessions which was utmost important and my daughter missed her online learning classes.

This was not expected at all from such a big and reputed service provider Du and the services are pathetic and the behavior towards their customers is not acceptable at all.

Visited the Du store but no proper resolution from them as well.

Moreover the agents sitting at the customer care are not helpful at all and are not scared to drop calls on your face. They have zero knowledge and indian agents like Sonali are completely illiterate and useless.

Du resume the internet services whenever they feel like doing it and then the next day call comes which says we apologize for the same.

When the calls are made to follow up with our complaint they say that the complaint or reference is already closed.

No compensation for the harassment and our loss. One day suspension of internet cause us a big loss of revenue since we deal in shares and even one second is important for us and du is supposed to compensate for it.

We will soon be posting this on social media so that no one should suffer like we did.

Regards

Du Account-1.[protected]

We moved from Dubai almost a year ago. We closed the account and have the email from them with the final charge. Then, 3 months later, we found out that they were still charging us. We paid more. Now, 10 months later, they have sent us to collections! We have emails, bank statements, everything that shows we met our termination obligation and more! Terrible company!

Despite the fact that my ID information has been updated through the DU App, and mobile phone is working, but Home Internet account got blocked, due to, as they say, my ID information is not updated in their system!

Even though DU App shows' that its updated, Customer service automatic request says it updated as well till 2025, but Internet doesn't work and I'm still getting Charged for it. To resolve the issue Ive been told to go to any branch to show my documents.

Its really frustrating, to go to the branch if the mistake is on DU side!? The ID info is in the DU system, the Internet is blocked and the customer is still getting charged for the services...

few months ago I made the mistake of switching to Du WIFI Services.

The Du representative registered my account as 5G while I asked for 4G.

Even when I pointed it out he said that it is the same device but depends on the contract. long story short I was fooled. Im paying for 5G services that my area doesnt cover...and Du call center said that whatsapp correspondence is not legal documentation.

recently my Wifi is acting up ( worse than usual). and figured that ID is expired.

Wanted to update my ID...that Representative registered my WIFI Acoount on his mobile number and put my personal number as alternative.

Meaning I cant change the mobile number from the Du app or website account.