Upgrade on the wrong account
This complaint is about unreasonable charges of Dh600 by du, who are not providing me with any service. On August 28, I visited the du store at Mall of the Emirates, Dubai, and requested an upgrade on the plan on my phone. I upgraded from the Smart Plan 150 to the Smart Plan 300.
The customer service representative took the request, explained the benefits, completed a form and requested my signature. Since I was in a hurry to pick up my son, I signed the form without checking in good faith that it was properly filled. I was told that the upgrade would be effective immediately.
However, later, on the same day, no service upgrade was available. Upon inquiring, it was noted that the upgrade had been made effective for my second mobile number, which is used by my wife.
I called the service centre immediately and requested a transfer of the upgrade to my number. I was informed that they are only able to take a complaint in this regard and therefore, I was requested to visit the Mall of the Emirates branch again.
I visited the branch on the same day and was informed that they were unable to transfer the upgrade as per policy and they could only cancel it at a cost of Dh600.
I can understand charging Dh600 if my request was a simple cancellation, however my request was to transfer the service to another number under the same name.
I think it is unfair to simply charge money. They should be more flexible in providing service to customers.
From Mr Subhash Rajapakse
Dubai
A spokesperson from du responds:
In response to Mr Rajapakse’s query, following an investigation into the matter, our billing team found that the charges incurred by the customer are valid as he applied for cancellation after he erroneously requested the rate plan on his other number and signed the contract without confirming the number or reading the terms and conditions. We contacted Mr Rajapakse and clarified the case to his satisfaction, and as a result, the case is now closed. We apologise for any inconvenience he may have faced.
(Process initiation: September 15. Response from organisation: September 22. Process completion: September 30)
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