Technical issue, not my fault
I would like to bring to Gulf News’ attention, the issue I faced regarding the termination of a connection with du. I was using a postpaid number for more than two years. I had a two-year contract, which finished at the end of January. I made a request to terminate the connection and my data plan on February 17. But, I didn’t get any response and I had to call four or five times, only to get a call back by March 1 or 2. I was told that due to some technical issues, my termination request was cancelled, which is not my fault. As my connection was active throughout February, I made a call on February 27, which was the date of my last usage and charge. I have cleared all payments until February 28. Now, I received a bill asking me to pay my bills until March 5. I was told something else by du, and now I’m being asked to pay for what I never used. This is not an ethical way of doing business. I request Gulf News to intervene and sort out the issue.
From Mr Anand Ramachandran
Dubai
A spokesperson from du responds:
In response to Mr Ramachandran’s query, we have investigated this matter and found that the charges occurred as a result of a technical issue in our system; the correct amount will be credited to the customer’s account in the upcoming bill. We apologise for any inconvenience he may have faced.
Mr Ramachandran responds:
Thank you Gulf News, for the intervention. I got a call from du and they said I would be credited in the next billing cycle.
(Process initiation: April 28. Response from organisation: April 28. Reader confirmation: May 7.)
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.
