Review Time
They have to be the worst customer service among all customer services out there. The staff at the stores give different answers to the same question. The same clueless plague affects the online staff also. It’s a hopeless situation for anyone who hopes to get some help from this mislabelled helpline. The auto chat bot is nothing more than a dozen lines of computer if-then codes. The only way to get help from this perilous ineffective organization is to learn their own lingo: file a “complaint” is the only way to get someone with a heartbeat to look at your issues. This is my only advice, other than that, good luck and hope you’d chosen a service that’s worth your hard earned dole.
The internet service and customer support provided by this operator are the worst I've encountered. We purchased a home internet connection, which functioned for only a few hours before it completely failed. This was just the beginning of my frustrating experience with customer support. I was continuously shuffled between different departments with no resolution in sight. I spent an entire day on hold, being transferred from one team to another without any answers. Ultimately, they advised me to either cancel the service or visit them to change the device. When I attempted to cancel, I was informed that this could only be done over the phone. After waiting on the line for over an hour and forty minutes, I was then directed to a different customer service number. It’s evident that this process is intentionally designed to frustrate customers into giving up on cancellations, forcing them to continue paying for a service that doesn't even work. This is completely unacceptable, highly unprofessional, and certainly not worth the investment. I strongly recommend avoiding this operator.
I recently bought a prepaid SIM card for my daughter, and I was very let down by the service. The staff informed me that they had no information available regarding the prepaid call and data options in their system, and suggested I should “be up to date” by using their application instead. This is not acceptable. As a customer, I expect to receive complete and clear information directly in-store, without having to download an app. Not everyone wants — or needs — to rely on an application just to access basic information that should be easily available at the point of sale. A telecom provider should always be able to explain its own prepaid plans and services, especially when selling a new SIM card. I genuinely hope the company will enhance its customer service and ensure better transparency and accessibility for all customers.
I recently acquired a prepaid SIM card for my daughter, and I was quite let down by the service. The staff claimed they had no information about the prepaid call and data options available, suggesting I should use the application instead. This is not acceptable. As a customer, I expect to receive complete and clear information directly in the store without having to download an app. Not everyone wants or needs to use an application for basic details that should be accessible at the point of sale. A telecom provider should be able to explain its own prepaid plans and services, especially when selling a new SIM card. I sincerely hope there will be improvements in customer service to ensure better transparency and accessibility for all customers.
The agents seem more focused on earning their commissions than on customer satisfaction, often putting customers in situations where they end up paying much more than expected. I tried to cancel my contract via their helpline for three consecutive days, but every time I mentioned cancellation, the agent would disconnect the call. The company has policies that compel you to pay even when you genuinely wish to cancel and are willing to pay the early termination fee. This is completely unethical and unfair.
This is the worst company I’ve ever dealt with. While activation is quick, cancellation is a nightmare. After three days of calling and holding for hours, no one answers. Now, as I'm moving, I can't cancel my service without approval from them, leaving me completely stuck. I am extremely frustrated and angry. Avoid this company; they make it impossible to leave. The only way to cancel is by phone, not through an app or their stores—how can it get any worse?
I am currently abroad and have lost my phone with the eSIM. Customer service claims they can assist but then cannot access the updated email from the app, and the website is unavailable. They are charging for the service while denying access at the same time. This feels like customer fraud.
If you are seeking any level of customer service, steer clear of this company. Their phone contact and app just lead you in circles. It’s nearly impossible to speak with an agent or get any contact information. My WiFi is down, so I now have to travel to a store to file a complaint. I will be switching providers immediately, although I’m unsure if the alternatives are any better. For a supposedly progressive country, it’s disappointing that their mobile operators seem stuck in the past. AVOID!
If you’re considering using this internet company, save yourself the trouble. Their agents promise “special discounts” and “exclusive deals,” but once you sign up, they disappear. There is no follow-up, support, or accountability. Even after taking a new plan at their insistence, I’m bombarded with calls for “new deals” as if they don’t remember who I am. The lack of coordination among staff is astounding. This company needs to improve training, stop misleading customers, and understand what service means. Right now, it’s a chaotic mess.
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Emirates Integrated Telecommunications Company, commercially rebranded as du in February 2007, is one of the two telecom operators in the United Arab Emirates.
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