DU
Reviews and Complaints

It took almost a full 3 days and 4 phone calls to get the free tourist SIM card to work (despite their promises). Then paid for the 75 Dhs package and after a day or two they deactivated me so that no network could display in my phone. Very difficult to get a complete conversation through their web chat. Another couple calls and they said they couldn't do anything to help and I should come in which was impossible for another 3 days as I was on the east coast where there is only 1 shop (good luck locating shops on their website). On my last day I visited 2 Du shops in Dubai on a Saturday and both had a wait times over 2 hours. No apologies from these people. No service for a large majority of my trip. Beyond frustrating.

*DU Don't Care about the customers*

Please don't be the victim of Du Specially transfer your numbers of Business Accounts with them. I am sure after reading today's incident with us, u will get the real face of DU,

If you agreed to close your office or stores for 15 days due to Du Can't issue BUSINESS SIM in-case of complain then DU will be the best choice for you.

We been told to collect our Business sim which was stops working since few days from DIFC Due office, after reaching there they transfer me to counter # 4 and person directly told me that they are not issuing any business sim, and all business sims will be deliver at our door step in 10 to 15 days, which is very unprofessional answer. How can any Business survive without mobile numbers for 10 to 15 days, after that i ask him to call his manager or supervisor but surprisingly there was no supervisor infect that person told me that he don't know his office Supperviser name, so i request them to provide me a letter which said Supperviser is not available, and they agreed to provide me in written but in plain paper no letter head nor any stamp on that paper, so i call the customer support and expalin them my problem along with all the story and ask them what shell i do ?
and i also explain them that i like to stay untill i speek to the Supperviser or concern department of Du.

And its been 2 Hours still at Du DIFC office

CLOSING LINE : In answer they told us i have to wait for 24 hours again to get some reply from concern department just ra garding what happned today, not about the sim 🙂

*Details of staff in DIFC Du *
Date : 14 - Jan - 2020

Staff Name for giving me plain paper at DIFC Du Office Miss. Merry

Fist Call at 16:55 to 17:22
Ref# 1-[protected]
To Miss. Jehad

Second Call : 17:42 to 18:14
Second Ref #1-[protected]
Name : Miss. Mehak

I am Still In Du office 19:25

Applied for the data bundle and tried to cancel it. Real nightmare.
First call: I must wait until the activation and will be able to cancel it in store without charge. Got the sms at 11pm in the night.
Store visit: it was wrong I can't cancel it, complaint raised.
Second call: The agent in the store should have cancelled it, or I should have visited the store on the same day (even if I only get a sms at 11pm.)
Anyways, it is cancelled and I will be partly charged.
Got the sms it is deactivated.
Bill arrived: full amt charged.
Another call: the bundle was never cancelled. Although I was charged for cancellation fee and got the sms confirming it is deactivated.

Everyone is horribly under trained and has no authority to solve the problem, and promise one thing and fail to deliver it. I have done everything, call, visit the store, call again, raised the complaints, used the chat, and nothing ever worked. I was misled from the first place after a one full month, talking over the phone with at least 5 people, I am still sitting with the problem that is not my mistake. Everybody talks different things. Really, this is way too much and only reason you guys are surviving is because you have a monopoly in the market and general level of service is low in this market.

I visit past night pearl center because one of my sim is not working so I said please check whats the issue. Number 1 counter one girl she directly said"from where you buy sim card go there we cant help".. I said then why are you working here. After that she start checking but kay be she is new or do t have knowledge she call her friend, he came and start checking then said system not working visit after 1 hour..
I came back after 1 hour and got counter 2 ticket, she said wait let me check and she went out for smoke cigarette... I was waiting there for 15-20 minutes no one come to counter...
At the end they did not resolve my issue and same time I port in all my du number into etisalat include power plan 500.. New girls staff they dont know how to activate plan which plan you need to select, for all queries they are calling other person to help out... Very bad service, very bad staff.. Without knowledge without responsibility... Zero star rating work

I tried to recharge my prepaid mobile phone for talk time online but did not realise that the data option had been preselected. Now DU is not willing to help rectify this issue.

I do not want to waste hard earned money on services that I do not require. I need the AED 110 that i invested to but me the service I need which is talktime.

Frankly options on a website, should not be preselected especially if you are not willing to help customers if they make a mistake. To insure clients are aware of their selection let them make it themselves.

For the prepaid number [protected] of du, the out going services are not working, we can't call the customer care too, when we try to call, it says " call not allowed". I hope this problem is resolved soon or Atleast we get to know what is the reason for this cause. This has already happened and it's happening again and it's frustrating for us. Please help us to resolve this problem as soon as possible.

I've tried to upgrade 2 months ago, and the kiosk told me there is something wrong with my fingerprint. They said they will fix it and call me within 24 hours. Its been 2 months now. I just went in again, asking about the upgrade, the exact same problem, and they told me to wait 24 hours again. This same situation happened 2 years ago, when I tried to upgrade, and now again. So, please tell me ... how do you think can this be solved? I am SO DISAPPOINTED!

I have migrated from Business plan to personal plan, though paid all the dues again another bill generated under the old account number. The staff who migrated the number didn't inform me about the termination fee. I would not have gone to another plan by paying such a big amount. I am considering it as a kind of fraudulent activity. My mobile number is [protected]...

Date of Migration OCT 10, 2019 evening after 07 pm at DU business center Sharja City center.

I have received many calls from du collections and they threatened me that legal action will be faced. I am not doing anything illegal and it is the customer's right to be informed properly. Why they didn't collect all the dues on termination?

Du fails to upgrade my home plan to better technology because their team doesn't want to work a little more and change the cabling. Getting new technology is my right as I am paying same what Du is charging for new packages. despite so many emails, calls and visiting your store you fail to resolve a customers issue. They just need to put fiber cable but they are just not upto it. Total disappointment

I purchase Iphone11 online and set to deliver yesterday Dec 21, 2019 as a gift and surprise. The delivery man came and the moment he will hand over the device he took it back and mentioned that there was an error and I need to contact Du about my payment. I got a confirmation from Du and my bank that the money was successfully taken out from my account and this is terrible. Now, I am asking for a refund for what I have paid.

Reference: CM0000085180

I have a smart plan 150 per month at du But i want to change smart plan which Is 200 dhs 26gb and 400 minutes, but i was shocked when they said you have remaining 12 month's, and they said you have to pay 1200 dhs to change the plan, i can understand your rules and regulation but I'm not cancel my plan I just want to upgrade my plan, because 6 gb is not enough for me, but nobody help me.

Attention to everyone who using or wanted to use du as mobile operation! Disaster customer service, no one speak properly english, they don't give clear information about mobile plans and at the end on my experience with not activated sim card, which never worked and I never used it, they charged me 1000 aed for 0 service. I did many complaints, talk to the branch manager where bought sim card and got the plan about which no one explained me, no one gave clear info... Now I lost 1000 aed and 2 weeks of my life, after all complaints they still charging me monthly and it not easy to close plan and cancel the number... Just everyone be careful and remember they don't care about u as about customer... Whatever will happened, this company doesn't have any rules, they only want your money, absolutely no customer service.

Hi,

I am one of the customer of dubai postpaid mobile as well as hone services .. I have encountered extreme slow internet for which I am trying to reach customer care at 155 this is my 4th attempt and already 15 minutes waiting and still going on what apathetic service .

Can anyone explain what is going on, your services have degraded drastically and once you try to reach you you keep waiting for hours with out any resolution .

I need resolution to my problem - slow internet or else disconnect the services .. my contact number is [protected] ..

I always have a extra in my monthly bills for a subscription I don't know then I check it in ND unsubscribe it almost every day but every I still have that extra charge they charge extra 50 to 80 plus every month.. I also try to unsubscribe it in text message but still I still that extra charge I try to ask if I can cancel my plan but they say that I have to pay 300 diram for that but may du plan is only 125 for month

I have port Etisalat mobile number to Du, From that day Im unable to receive any calls from Etisalat, only I can receive calls from Du number. I make complaints to Du more that 5 or 6 Times but still its same, I went Du office, then as per their instruction I called Etisalt, Al lit happens and its around 1 month now, still I am not able to receive any calls from Etisalat numbers

My mobile number [protected] has been deactivated since last 2 days. I was not intimated on submission of documents and phone service was deactivated without prior notice. Now that I have uploaded the documents twice the phone still didn't get activated and upon calling customer service they are clueless. The phone was activated today for few hours and then again deactivated. I have been going crazy following up with the call center and they have no idea of what needs to be done. Now during my last call the person tells me to visit a Du store- if this was required it should have been explained earlier rather than wasting 2 days of my time. This is really pathetic experience especially when someone pays bills regularly and still gets such an inconvenience.

Du company is the worst company ever, they are charging me triple of my monthly bill because of their failure to install du tower near my home and work . They say i left Uae and they started to charge me internationally even i did not leave AlAin city at all. I did complaint in customer service but still nothing they still want to take my money

Du company you are the worst !

I had a contract with du of 150 for 2yrs, which was ok for me to pay. I paid and used it very firmly and what puzzles me I signed this contract on 15 and I paid for full month and when it ended on 15 again they want me to pay full month again... Am buffered by additional costs yet the contract ended soo what are you providing under which criteria do you offer what I didn't ask for... I decided to cut line off... Because I don't need your plan you called me I told you am not interested for renewal, why are you forcing me on plan I didn't ask.. If contract expired why do you keep putting on data which I didn't sign for.. Came in on contract basis... Its wasn't on subscription so if it expired what he'll do you want from me... Paid 2 months half half... I don't want your contract its wat I told you.. You keep on adding data I don't want... And I don't use... Cut of the line since it's out of contract with the pending payment till one pays not just adding for the sake of you making money... Am out of contract...

I have DU plan post paid since 2 yrs. since last 6 months 2 times I have been charged more for the calls made on the last day of the month. When DU mobile app shows minutes left at the end of the month. This time also excess amount has been changed and upon calling call center they asked to calculate call duration from the bill and they said they don't have access to check how many minutes used nor can they refer to IT team. On top of that they are asking for screen shot of minutes left. Height is what is there in Du app DU cannot check they need customer to keep proof .horrible customer service

I tried many times on d ivr trying all options but a certain service is activated or not or how to activate it is not clear... there is NO option to speak to anybody... I visited their desk in Burjuman thrice but the staff there don't check my number to confirm anything... first time a lady wrote on a paper asking me to dial 155 thn choose a particular option and select. I tried without luck... Second time another lady said no dial ths and thn chk... still could not activate... third time she said send sms to ths number to check but she didn't offer to chk my number to see wats activated or help to do it... ths is really frustrating when no staff or IVR is helping... no personal assistance... u stand in d queue wait for ur turn and thn just get directions wat to do but they will not help u do it