I would like to escalate the following issue to senior officials and the management of du. There is a need for a clear process, procedure and timeline or turnaround time for refunding of security deposit and credit balance of du’s customers, particularly expatriate users leaving UAE due to cancellation or expiry of their residence visas.

At my request, du disconnected the home package service from my apartment in Dubai Marina on December 25, 2016. I was told that I would get my refundable deposit within 36 hours after disconnection. I visited the du branch at Mall of the Emirates twice but was unsuccessful in getting a refund because the final bill was not ready.

I left the country on December 26, 2016 and moved to my home country. Du forwarded my final bill for the period from December 17 to 25, 2016, which worked out to Dh105.81. After adjusting my deposit of Dh350 and excess payment in my previous bill of Dh0.42, the net refundable amount worked out to Dh244.61.

I have been following up with du’s team for refund of credit balance since then. At the request of the du customer care team, I provided my credit card number on January 22, 2017, for the refund of my credit balance of Dh244.61, but there has been no progress so far. At the request of the same team, I also provided my account details on January 25. Despite my follow up with du customer care via emails, they are unable to provide any timeline or date by which, I will get refunded. The team is also not providing me the name and email contact of senior officials in the concerned department.

I would appreciate if Gulf News could escalate this matter to the senior management of du for their knowledge and to develop a process and procedure for refund of credit balances so that customer do not face difficulties.

From Mr Mohammad Farouq Sangani

Karachi, Pakistan

The management of du responds:

With reference to the query of Mr Sangani, our team contacted the customer and confirmed the receipt of the disputed amount. We regret the inconvenience.

Mr Sangani responds:

Thank you Gulf News, for the help. I confirm the receipt of the due amount from du after numerous follow ups.

(Process initiation: February 13. Response from organisation: February 21. Reader confirmation: March 16.)

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.