Paying for ten
My complaint is regarding du. The first incident occurred two years ago. When I called du’s customer service and asked why my bill was so high, they said I had one postpaid and 10 prepaid numbers under my name. I was shocked to hear this and then came to know that the 10 numbers were active under my name since the past six months — and they were working!
I registered a complaint with du. Without my knowledge, how could they issue 10 numbers to someone? This was a case of fraud. It is completely illegal to issue 10 numbers under my name and without my permission. It took two months to close these numbers.
I followed up with du for two months and in the end, they said some retailers had used my identity. No action was taken. I just got an apology letter from du.
On January 17, when I was making the payment for my bill of Dh900, I paid Dh1,800 by mistake. I called du’s customer service and they asked me to visit the du store. I visited du’s store and wasted two hours there. I filled the form for reversal of money, but still, nothing has happened. I am calling them every day and wasting two hours each time. They don’t even have the courtesy to call back the customer, and they have closed my complaint, saying the money would be transferred to the customer’s card. Even till today, I have not received my money.
Does it take 1.7 months to close a customer complaint? From the past 1.7 months, they have been investigating the case.
There has been no customer service at all till today. I have been calling du but nothing has happened so far.
From Mr Hardeep Kumar
Dubai
The management of du responds:
In response to Mr Kumar’s query, following an investigation by our billing team into the matter, du has identified the source of the erroneous charges due to a human error. We are in the process of refunding the excess amount paid by the customer. We apologise the inconvenience.
(Process initiation: March 8. Response from organisation: March 20. Process completion: March 28.)
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