Billing & disputesEscalating a dispute: the resolution ladder, what to demand, and the regulator route
How to move a billing or fault complaint out of a chat script and into a written commitment - and when to involve the regulator.
Billing & disputesYour bill line by line: VAT, promo expiry, third-party charges and deposits
The four things that quietly raise a bill, the exact check order, and the refund language that works.
Where to check it yourself
- The operator's own plan and support pages - the text your order form was written from
These pages belong to the operator and the regulator - open them side by side with your own bill or app before acting on anything here.
Verify this yourself in two minutes
- Prices and inclusions: the operator's own plan page for your emirate, then the same figure on the order form you signed.
- Your line state: the My du app - Account > Services shows suspension, bar, data cap and contract end.
- Faults in your area: My du app > Support > Outage status, or 155 from a du mobile (free).
- Anything regulatory (billing disputes, escalation): TDRA - your complaint must cite the ticket number du gave you, dated.
If a number on this page and a number in your app disagree, the app wins - and we would like to know: WhatsApp us the screenshot and we correct the page.