I have been a du prepaid customer since 2007. Recently, I noticed that my mobile phone balance was continuously getting reduced on a weekly basis. On calling customer care on December 28, I was told that I was being charged Dh3 per week from March 2015 by a third party of du. I immediately asked them to cancel the service because I never opted for it in the first place.
I told them that I hadn’t subscribed to any services within du, so who authorised this third party to charge me? For this, I was told that I had subscribed to their services, and this is why I was getting charged. I asked to see proof of subscription but was told that they don’t have access to the third party.
Irrespective if I have subscribed to this service or not, I should be provided with proof of the same.
From Mr Sajith Bichu, Dubai
A spokesperson from du responds:
In response to Mr Bichu’s query, the team conducted an investigation and found that Mr Bichu was not charged for any unwarranted subscription services during 2015, except for voluntary participation in radio station services. Our billing team confirmed that in 2016, the customer has only been charged for parking service in Dubai and for using our Unlimited Social data services during the last month.
(Process initiation: December 31, 2015. Response from organisation: January 21, 2016. Process completion: January 26, 2016.)
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