Changing mobile plan
In February, I visited Du’s Media City branch requesting to change my mobile plan from Blackberry to smart phone plan. It took me 30 minutes to find a parking then waited for an hour and finally requested the agent to change the plan. He then confirmed it’s done. Four months later I checked the phone bills, and I was shocked to see that Du was still billing me for both the services. I called Du customer service to raise a complaint. After 15 minutes on hold I was transferred from one person to another. I was promised to be called but I waited for three days and as expected no one called. Until one day someone called but this agent said the exact thing like others. I decided to visit the services centre again. I arrived at 9.30am with my pregnant wife after 30 minutes trying to locate a parking, waited for a manager to come, however at 10am an assistant manager came and advised to wait for her colleague who should be at work at 11am, since he is the only person who has access to billings and contracts and can assist. An hour and a half had passed and the employee who is supposed to help didn’t arrive yet and during that time the assistant manager kept on telling me to wait for 5 minutes then 10 minutes and so on. After expressing my frustration and asking to meet with the top manager of Du, I was threatened by the security to call the police. I hope Gulf News will be able to help me to recover the money from Du.
From Mr Hussain Adnan Hussain
Dubai
A spokesperson from Du responds: In response to Mr Hussain’s query, we investigated this issue and have taken steps to rectify this and Mr Hussain has been advised on the same. We do apologise for the inconvenience caused.
(Process initiation: July 20. Response from organisation: July 26. Process completion: August 23.)
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.
