Last year, in August, I received several text messages for registration as per the Telecommunications Regulatory Authority (TRA) guidelines. For du customers, the program is called, ‘My Number, My Identity’.
So I went accordingly to the du store in Ibn Battuta Mall. I had my Emirates ID and Sim card with me. As this number was not in my name, the representative told me that I need to get approval from the owner of the number (whereas this number was with me from 2008).
I don’t know which of my friends had bought this number, but I insisted that the reason for TRA registration was for this purpose only - that whoever has the Sim card and proof of identity would be able to enrol the number in his/her name.
However, the du representative kept on saying that I cannot register unless I bring the current owner’s approval. I visited them several times and got the same reply. On my last visit in August 2013, one representative checked and confirmed that there is no such requirement for owner’s approval and he changed my plan to a postpaid ‘Smart 150’ plan. I repeatedly asked him about any charges for changes, any early cancellation charges, any hidden charges, and so on. He said nothing would be charged.
Again, last month, I got an SMS from du for the registration of my number. When I enquired about it, they said that my number was not registered as I didn’t receive any confirmation SMS for the same.
When I lodged a complaint and asked them to cancel my connection, du said that there would be a penalty of Dh300 for cancellation before six months. This was not mentioned at the time of registration. They did an internal investigation and said that it was conveyed to me at the time of registration, but when I asked for records of this, they said it was a verbal instruction. I remember very well that I did not sign any papers.
My questions are:
• Why did du have incorrect information about TRA’s registration process?
• Why was my registration not done?
• If TRA requirements were not fulfilled, how could I get my prepaid connection changed to a postpaid Smart 150 plan?
From the past six months, I am paying extra charges for my home broadband connection and Smart 150. Gulf News, please help me in this matter as I still get text messages for registration. Every time this happens, it takes at least two hours to discuss the issue with du.
From Mr Hidayatullah Inamdar, Dubai
A spokesperson from du responds:
In response to Mr Inamdar’s letter, we would like to apologise for any inconvenience caused. Our team has been in touch with him and offered to complete the registration process by e-mail. In parallel, our team is checking details regarding the cancellation charges and will be in touch with him to find an amicable solution. We would like to assure him that the highest level of customer service is our constant priority.
Mr Inamdar updates:
I would like to bring to your kind attention that there is no positive response from du’s team. In fact, the representative who called earlier is the same person who had done this mistake. Till date the issue is not resolved. I had completed the six months period as well and would like to cancel it.
du responds:
Further to Mr Inamdar’s query, we can confirm that our team is resolving the issue to the customer’s satisfaction ensuring full completion of the registration process.
Billing history
I received my January mobile phone bill of Dh130.01, which is my usual monthly amount, on a Blackberry Plan. However, in addition, an amount of Dh217.56 appeared from nowhere under ‘Refunds and Adjustments’.
I called 101 and they were not helpful at all, stating that they have no records for this amount. They told me to visit an etisalat Business Centre which I did on February 15 (Al Majaz branch).
There, the assistant did his level best to trace it and after about half an hour, attributed this to an old Sharjah residence landline number that I had ceased to use and cancelled in July 2010.
They told me that this amount had not been settled but my recollection is that the whole amount was cleared before moving to another address in Sharjah. There, I applied for a new landline and simultaneously cancelled the old one.
I questioned as to why it took them almost four years to demand a payment and why this was not added to the new landline number rather than my mobile phone.
They did not answer these questions and could not supply me with the bill for this amount or period. Of course, I am willing to pay but need evidence and breakdown of this bill, otherwise how do I know where this amount has come from?
I am only willing to settle this if supplied with evidence that it belongs to my old residential address with a detailed breakdown. It is my right to demand this at the very least after this length of time. Even if this amount is attributed to me, the fact that it has taken them almost four years to get to it shows the pace at which this industry functions. Gulf News, please help me settle this issue.
From Mr Muntazir Hussain, Sharjah
The management of etisalat responds:
Kindly note that this amount was outstanding in the customer’s ceased landline. No abnormality was found since the amount was transferred from the customer’s mobile phone number to his landline.
Mr Hussain responds:
In their correspondence, etisalat says that the amount is for a certain ceased line. When I visited their Business Centre in Al Majaz, they said that it was from a different ceased landline. So, which is which? Also, they cannot just send an outstanding bill four years on. Where is the bill for this period and breakdown of amount as evidence? They should have a system for transferring an outstanding amount, if any, from one landline account to the next when moving houses, and not just transfer it to a mobile number. As far as I know, all previous bills in my former residences have been settled.
The management of etisalat responds:
Dh217.56 was the debited transfer, done from the customer’s new landline to his mobile phone number on January 16, 2014. Whereas Dh228 was a debited transfer done on October 4, 2010, from the customer’s old landline to his new one, before the external shifting of his account number. Since this is the amount due for the transfers and is part of our records related to 2010, we do not have a breakdown for any further billing.
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