I had purchased a Blackberry Q10 device from an electronics store on February 20, 2011. Along with it, was a postpaid mobile connection from du. I told them that I already had a number, however I was advised that if I did not want it, I need not activate the Sim card. Based on this premise, I signed the contract and took the Sim card.
However, since I was already provided a mobile number by my employer, I did not even open the envelope and threw it away after six months.
In March 2012, after 12 months, I received a call from du asking for a payment of about Dh600. I explained to the representative at du that I had not used the number at all and I had not received any bill. After discussion, I was verbally advised by a du staff member that there was no need to pay and the matter was settled.
Last week, once again, I received a call from a collections agency, which was representing du, asking me to pay my dues immediately, failing which, du would initiate legal action against me.
I was shocked to hear this, since as per my last conversation with the company, back in 2012, I was advised that matter was settled. I tried to reason with the collections agent, stating that he should look into old records but I was advised that he did not have any records and I am to pay the dues immediately.
I would appreciate if Gulf News could escalate this matter to du, based on the following rationale:
1. While it was confirmed to me by du staff that the case was settled in 2012, why is the company approaching me now, after a gap of four years, and threatening me with a legal notice?
2. I have never said that I would not pay. My rationale and request to du was always based on the fact that I had not used the services and had never received any bills.
3. While I had provided them my contact details (email), I did not receive any bills. Had I been made aware of the dues, I might have agreed to the first month outstanding (Dh45) and settled the matter.
4. As would be usual for any such service (like a utility bill), on non-payment, the service should be disconnected immediately.
5. I never used any of the services, which could be verified by du.
From Mr Imran Hashmi
Abu Dhabi
The management of du responds:
In response to Mr Hashmi’s query, our billing team investigated the matter and reached an amicable solution that was communicated to the customer.
Mr Hashmi responds:
Many thanks, Gulf News. I have received a clearance letter from du.
(Process initiation: April 13. Response from organisation: April 19. Response from reader: May 10.)
Editor’s note: Do you have similar issues that you would like to raise with us? You can write to us at readers@gulfnews.com.
