Unexpected data usage
I have been a regular Gulf News reader and I would greatly appreciate if the newspaper could help me with a problem I am facing with du, regarding my data usage and the level of service offered.
I received an SMS from du on December 15, 2015, at 8.29pm, stating that I have consumed 1,785.77MB of my data (2,548MB). At 8.40pm, I received another SMS, saying that I have consumed 2,172.65MB of my data. And then, at 8.42pm, apparently I finished all my data. I am using this number for business and it has been provided by my company. I called du’s customer support and was informed by the agent that the data has been consumed, but I explained to the agent it is not possible for me to consume around 1GB data in 10 minutes or so. I do not download using data and I have kept almost all the data-consuming apps off on cellular networks, as my package for the whole month is only 2,548MB. The agent confirmed that he couldn’t find out what the data was spent on and informed me that there must be some system error. He requested me to send an email to their customer support so that my data gets reimbursed into my number.
I sent an email on December 16 to their support email and made follow-ups, but received no reply. When I called the call centre on December 20 to check on what happened with my complaint, I was told by the supervisor that maybe it was because it was the weekend — that’s why no one replied or called, and I was asked to wait one more day. On December 21, I sent them a reminder. Nothing happened. On December 23, I called the call centre again in the morning and the first agent to realise the jam I was in, offered to give me additional data of 1GB at the cost of Dh27, plus a deposit of Dh100. Please note that even the supervisor I spoke to didn’t offer or make any suggestions. Even though it was unfair for me to pay Dh27 and a deposit of Dh100, I had no choice but to accept.
Finally, I got an email from du customer care, saying they couldn’t open the attachment. That’s it! I do not know if they even read my emails properly. I am frustrated with the level of service provided by du and I would greatly appreciate if Gulf News could help me solve this problem.
From Mr Ferhan Looji
Dubai
A spokesperson from du responds:
With reference to the query of Mr Looji, we investigated the matter and found records of the data usage on our system. In this case, the charges are valid. We have shared the full information with the customer and clarified the usage.
(Process initiation: December 28, 2015. Response from organisation: January 7, 2016.)
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.
