Why insist on post-paid to prepaid?
My brother’s du Sim card was blocked without any intimation. The Sim card was active till April 12, 2015, when my brother went on vacation and the Sim was on all the time, during his vacation. However, when he returned on June 19, the Sim was inactive. Upon inquiring with the call centre, we were informed that the Sim was blocked as it was not renewed, for which, we never got any message. Furthermore, the Sim was supposed to be free for life, as we had renewed it under a promotion three years ago, after which, it was never renewed.
The Sim was supposed to be a post-paid one, but du is insisting that we take the Sim in a prepaid version now.
I would appreciate if Gulf News could help us escalate the matter to a higher level.
From Mr Shahid Hussain
Abu Dhabi
A spokesperson from du responds:
In reference to Mr Hussain’s query, the ownership of the mobile number was changed from Mr Hussain to his brother in March 2014. As a result, the lifetime offer is no longer applicable, as per our standard policy, and it was up to the customer to renew his policy. Mr Hussain has been informed of the same and is welcome to address any further queries that he may have with our team. The case is now closed, and we apologise for any inconvenience he may have faced.
Mr Hussain responds:
Thank you Gulf News, for taking up the initiative.
du has not provided us with a satisfactory response. As per du, it appears they don’t maintain a log of the SMS sent to the customer as a reminder for the renewal of the Sim. Consequently, it has not been proven that du has ever sent me a renewal reminder SMS.
How can an organisation say that it doesn’t have a database for sent and delivered SMS? Ideally, alerts should have been sent two months prior to the expiry date, followed by a final SMS for the blocking of the Sim.
My dispute is that my brother never received any alerts. Furthermore, as per du’s records, the last call made from the number was in March 2015, whereas the last call made from the number was actually on April 11.
I don’t agree with their justification. I feel that du has no transparency.
All I want from du is to unblock the number (prepaid), which is not something that cannot be reconsidered by du management.
Editor’s note: The complaint was forwarded to du for further comments. However, despite repeated reminders, its management did not respond.
(Process initiation: August 15. Response from organisation: August 26. Process completion: September 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.
