'I was penalised for switching between plans'

Easy social plan

I charged my du line with Dh200 on February 23 at 3.30pm. Then, I dialled *135*444#, which du flyers promise is an easy way to apply for their Easy Social Plan. I woke up in the morning of February 24 to find that my balance was zero and I have nothing whatsoever.

I went to the du office in Al Hamrah Mall, Ras Al Khaimah, and was told it’s because I changed plans. I never changed plans. What happened is, I usually pay Dh200 and get the internet plan by dialling *131*, before I charge. I had made no commitment whatsoever. Neither I, nor du, committed to a ‘no change of plan’ agreement. Now that I opted for the Easy Social, I am told I lose Dh200 right there and then.

I lodged a complaint with du but they keep on going in circles around the fact that I changed plans. I have a prepaid account (no monthly bill). Their brochures are reader friendly and never mention to you that you will be fined to switch between plans.

From Ms Hajar Almosleh

Ras Al Khaimah

A spokesperson from du responds:

With reference to the query of Ms Almosleh, our team investigated the matter and found the charges to be valid. We have shared the data usage details with the customer to explain how the credit was consumed.

(Process initiation: March 11. Response from organisation: March 18.)

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