DU
Reviews and Complaints

Took a new sim on 19 January with passport and work visa.

On 4th February the sim got suspended.

My Emirates ID was printed on 10 February and delivered on 17 February. Since then I’m trying to register my Emirates ID with number so that it can start working as before. But it’s not happening at any of the stores. Plea Assist on priority as the number was given for banking purposes and now it’s not working.

No. [protected] and you can reach me at alternate no. [protected]

I subscribed to the home wireless service for a year, it was a really bad experience, the internet was very slow until the normal browser did not respond easily. Several days before the end of the contract, I told them that I do not want the service after the end of the contract. They told me that I have to pay an additional amount for cancellation. I told them that I do not want to cancel now, but I do not want the service after the end of the contract. They refused, and they told me that I have to apply request for cancellation on the same day as contract ended. Therefore, on the same day of the end of the contract, I submitted a request for cancellation and paid the final bill, but after several days the service was not cut off, so I sent them an email informing them of this, and they told me that my request is under review and I will be notified of this (although the contract has expired) after several days someone for Du called me and told me that we are sorry for the previous service and we want to increase the speed of internet. I refused and told him I do not trust you anymore. Therefore, since the account is in my wife's name, the Du guy told me that he wanted to speak to my wife so that he could cancel the contract. I told him that the request I submitted to them was from my wife's account, and the email that was sent to them was from my wife's email (registered in the account) and since the contract is expired, why all this prevarication? Anyway I gave him my wife's contact number and he tried again to get her to extend the contract again. Why all this equivocation? Very bad company.

Im coming here in du office in al ghurair center past 3 days regular. Each day they said staff not here, now rest time, come evening, after standing the queue... There is one indian guy and one egyptian guy they treat me very badly and fighting with me they have zero manners they said to me get lost and call police.. I took one person picture mentioned below.. Now im very disappointed from du and cancel my postpaid plan..

Sadly, in spite of being a loyal DU customer for over 15 years, such regretful services from DU.
My EID expired on 25 Jan 2023. I uploaded the renewed EID on 25-Jan-2023.
DU suspended my services on 25th Jan 2023 without any prior notification.
I was completely stranded. My mobile was dead. I couldn’t receive calls, make calls, send messages etc.
On 27th Jan it’s when I called DU, they told me my services suspended as uploaded EID rejected.
None from DU could advise reason for rejection, but very easily said visit the nearest DU store.
I explained am unable to visit DU store as my original EID is yet to be received via Empost.
DU staff is discourteous, their replies are very generic and unfavorable.
If there was an issue with my uploaded EID, DU should call and notify the customer and not just barring their services.
Am still helpless and stranded, it’s the 4th day today (28th Jan). My mobile is dead & cannot be used at all.
What should a customer do in such cases? DU please go that extra mile and assist customers.
It’s totally unaccepted, DU disconnected my services, but will definitely charge me for the barred period as well.
Totally irresponsible, does not offer prompt assistance and feasible solutions to customers
DU never highlights their processes and procedures to customers in advance.
It’s emphasized only once the services are disrupted or customers are overcharged.

Good day

I was sold an upgrade to my existing package last year and this included an upgrade of the TV Package to include recording feature.
It is now month's later and I have spent numerous calls and times with your call centre to escalate this matter.
I am being charged additional for a recording function that does not work.

I asked for the service then to be downgraded as you could not provide what you offered and I was advised I could not as I was in contract.
Surely this is not my fault, as contractually it is Du who is in breach of not providing the agreed service, yet expect prompt payments each month.

Next issue, I have requested my billing date to be changed to 31st of each month as that is my payment date but was again advised this cannot be done. Unfortunately I cannot control my salary date but yet once again Du does not assist.

Dear Team,

I would like to highlight and express that I am deeply disappointed with the worst service in my life that is being provided by your team.

I have been a customer of DU for a number of years and I had applied for a business account with you in April 2022. Since May 2022 I have been having issues with my bill where your billing department was overcharging every month since May 2022. So once my bill is generated I have to contact your team and spend an hour explaining the issue (WHICH IS A WASTE OF MY TIME AND ENERGY) and then they say they will inform the technical department and they will call me back. In the meantime, DU deactivates my services due to nonpayment (which obviously I will not pay since the amount is WRONG) and then they call me or I have to call them again and resolve the problem. This has been happening since May (EVERY MONTH).

Now this problem has been happening since november but till now they have not resolved the issue and the bill is showing double the amount i need to pay as confirmed by your customer service agent ( Mr. Suresh). Also they have deactivated my services for the full month of December and January and they want me to pay for these months! I have also gone to the branch manager at Mirdiff City Center (Dubia) to explain the issue and get a resolution but till now nothing has happened.

I cannot believe that this is the service that a customer is entitled to in your organization.

Please resolve it on priority as I will be forced to go to consumer rights and file a legal complaint.

My details:

Name: Lester Nelson Rodrigues

Primary Account: 4.1258.13.00.100277

Numbers:

+[protected]

+[protected]

Looking forward to your immediate response and resolution.

Thank you,

I have been trying to renew my DU mobile phone plan for the past couple of weeks. Each time I call, I am being told that this time it will surely be renewed and that it will not take more than 24 hours. I have no choice but to use the package which DU automatically assigned to me which is clearly not beneficial to clients. Poor service and lack of customer care. Extremely disappointed.

Account no.: 5.44013.10.00.100078

January 6 2023 at 12:00 am. I recharge my du prepaid for more time but accidentally I put in more credit in wallet. I email them. The thigh is they will not refund the money only for consume through call and sms, and you cannot transfer it, only for consumable.., but I want the money back to pay my du plan, or I want to convert into more time so that I can use it,

I live in Dubai - UAE, I have 4G wireless Internet service from Du for 199AED+VAT since March 2022, Du promoted for 5G wireless Internet for the same price later on, I called the customer service on 07/01/2023 and asked them if they can upgrade my existing plane the 4G to 5G with the same price, they said yes, and they sent me new router which support 5G, same day I received email that monthly charges for the 5G is 313AED including the VAT, I raised several complaints and they sent some one to collect the 5G router on 11/01/2023, and they cancelled the plan, but they charged me 1736AED for early cancellation for a wirless plan I didn't ask for it and they suspended my 4G wireless plan. the worse company and customer service, unprofessional people and lack of experience. I asked them to get back to the call records where I asked for upgrade with the same price 199AED and until now they didn't solve the problem.

I raised several inquiries and each time different person call me and ask me what is the problem.
the inquiries reference nbrs are :
1-[protected]
1-[protected]
1-[protected]
1-[protected]

Honestly. If I could give it no stars I would. This is by far the most disorganized company I've ever experienced. The customer service is incredibly disjointed and non-existent. No one responds to emails, and talking to them on the phone or logging any complaints in person is also useless. I tried to cancel a contract with them for home broadband after having no service for 3months. No one responded to the emails I sent. And when I finally went in person to log the complaint, nothing came of it. I was eventually contacted by telephone several months later to settle the final bill which by the way was generated despite not having any internet access for 3months. I assumed this was the end but that was very naive of me. Four months later I'm still receiving phone calls and emails to recover an additional dhs1000+ which apparently is still outstanding. And everyone I call has a different story and different advice to give, but nothing that actually comes to fruition. First I was told it would be waived and cancelled as it was auto generated and so ignore any further calls or messages, which I did. Then I was told this was generated for October, November and December. And when I pointed out the contract was cancelled in October, I was then told it will be cancelled at the next billing cycle. When that didn't happen and I started receiving emails and texts with legal threats from the collections and recovery team, I was told there is no record of the payment, nor the phone call by which payment was made, despite me having a bank receipt to prove it. I sent the receipt to the email address I was given by a manager and was told I would get a response in 2days. When I didn't get that response, I was told as the email was auto generated, that email address is unmanned and that I would receive within 24hrs a test email from a manager in which to send the receipt to. I'm still waiting for this.

Then I was told again by a different team, that there is no record of payment made or phone call but the follow up call clearly states that the supposed outstanding amount was due to be waived in December as payment had been done early in the month and it would now be waived in February. When I asked for this in writing, I was declined and after repeatedly asking was told I would speak with a supervisor within 2hrs. The whole thing is a circus. Their teams don't speak to each other. They essentially rely on people paying money that they don't owe out of frustration. DONT GET A CONTRACT WITH THEM. YOU WILL REGRET IT!

My act no is 1.[protected] I raised my complaint from end of august... Customer care service informed me first ur cancellation will be done & later we cut the bill amount cmng from aug untill nww but I didn't received any call from ur cancellation team until NW behalf of many requests but NW ur collection team calling me saying that first u need to pay money then only cancellation will be done, hw come ur customer service & cancellation team say another word to me, I request u to clear my issue as soon as possible, this is not at all good way u deal wth ur customer awaiting me from long time...

Pls contact my number is [protected]

I tried cancelling my contract and paying the amounts outstanding to cancel but they don’t accept foreign credit cards only gcc cards and I am already out of the uae
They just keep on adding the monthly charges even though the service is cancelled/suspended yet I am trying to cancel but they won’t allow me to pay using my home credit card

I cancelled in October of 2022 and they just keep running up the monthly fees and the contract expired in September 2022 yet they keep running up the account even though services are “suspended”
My account du account number is 1.[protected]

My email address is sharl.[protected]@gmail.com

I have du business sim, which I was not using around one year because its forgotten in India. I have contacted du store several times (22/12/2022) to get a replacement card, according to du store I am in black listed. What is the solution to lift my black list and till now they didn't solve this issue. I had very bad experience from Mr. Ali Ahmed, Al Ghurair store.

+[protected]

2.12.2022. I bought a du prepaid sim for tourists with 6 GB of data + 30 min of talk time. 23.12. I renewed the same package. 24.12.2022. I was left completely without network, even without the possibility to contact du on the number 505.25.12. at their store in Abu Dhabi Mall they informed me that my sim card has been deactivated and I can buy a new one. Since I didn't have my passport with me, I couldn't do that. Subsequently, in an online chat with the customer service, I found out that even if I buy a new card, they will not return the money spent for the recharge. I did not receive any notification that my sim would be deactivated. They did not offer any option other than losing money and buying a new card. Poor and shameful. Shameful way of customer stealing

Again I am raising my complain to this account 1.[protected]. I have raised this complain last Oct 15 and still I didn’t get any solution. I had called frequent times and your customer service told me that your billing team will call me back and give solution on this But no one from your billing team called.

The reason I subscribed to this plan is because your third party agent Ms. Jana (+[protected]) promised me that once I subscribed to new postpaid plan, she will book for me iphone 14 pro max (256GB) and device team will call me for delivery. Since that day I haven’t receive any call and unit as well. This is so frustrating and then now you charged me for this plan even I am not using it. I have an existing number and been a Du consumer for long time with [protected] and I have better package.

It’s been more 3months now. And no one is attending my concern. I don’t want this new plan because I have existing number.

This is a scam and fraud!

I will not pay anything for this account.

Please need your action on this.

Date 21.12.22

account 1.[protected]

transaction ID [protected]

Dear DU Team,

We send 99 DHS charges to a friend phone number, but he did not receive the 99 DHS on his phone.

Phone number sent to was +[protected] (Ahmed Osma Saad)

from phone number +[protected] ( Doris Walter )

Charges, please transfer back to the credit card.

Thank you.

Doris Walter

Very poor service and no one takes action on the customer's request. I'm just following the cancellation for more than 48 days none of them fix it, nor acted on the customer's request. I just following the cancellation for more than 48 days none of them fix them my cancellation, I'm calling every day.

I can warn everybody to even get close with this company. They are really lying to people..i mean is this really legal? The other reviews Tell the same. We didint had working wifi since day one!

But had to pay so many charges. Its unbelievable

So before you make a contract with du:

Better you stay with no wifi before you make a decision with them. Because no wifi and contract with du its the same

We request 5G plan broker deliver 4G plan we complain next day they change to 5g extending apology but billing team raise bill for 4G and 5G and add cancellation charges.We complain to team they advise to pay the and will be rebursh on next billing but and they do also but again they added in my next billing J went to complain they inform okey pay you monthly subscription charges and this a overcharge will be rebate but they did not anything they disconnected the service and now pay all charges to activate my service they are lier and they will give u false commitment but really you will only wasting time to call them..disaster service, disaster billing team and disaster cistomer service..

on 14th april 2022 ,I went for the annual day function of NCWEB and got the trophy for standing 2nd in b.com among all NCWEB centres . the trophy was given from back stage but it is ok ! but i and other students only got the trophy not the certificate .

after some days i went to ncweb office , the officials said that they don't provide such certificates and talked with rude manner.

iask u to help me , by providing me the certificate of my rank .

thankyou