For two weeks, I was facing an issue when paying my du bills in January via their self-care portal and due to the delay in payment, du deactivated my connection. From that moment, I have raised many complaints. Even their Interactive Voice Response (IVR) facility was not working, when I tried to pay the bills.
As a customer, I raised a complaint and have been waiting, but I haven’t received any response from their team. Once, I got a call and they asked for the error report. I sent it and then there was no update or resolution. Whenever I call them, they say that the line will only be enabled after payment.
They keep logging complaints and adding another 48 hours to resolve the matter. But, none of the facilities are working to pay the bills. I am still suffering and have not got any way to move forward. Please assist me in this matter.
From Mr Renu Alex
Abu Dhabi
The management of du responds:
With reference to the query of Mr Alex, we regret the inconvenience caused due to a technical issue with our self-care system for a brief period recently; due to which the customer was unable to make online payments. Since then, the matter has been resolved and customer has confirmed that the payment has been processed.
We are also looking into the customer’s query that the customer care team did not advise of alternate modes of payment and that the response received from 1233 was incorrect. Our team shall investigate this and revert to the customer on this matter.
Mr Alex responds:
Consider this issue closed, as I have disconnected my du line.
(Process initiation: February 13, 2017. Response from organisation: February 20, 2017. Reader confirmation: March 16, 2017.)
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