This is with reference to du services at my home in Dubai. For the past year, we have been receiving the worst possible service for internet, television and landline. The internet connection is extremely poor, due to which, we are unable to use any of the services.

I have been lodging complaints with du, since a year. The technical team sends an engineer and after checking everything, without solving the issue, they close the complaint. This has been the case for one year and now, my landline number is also blocked, and I am not even able to get in touch with a customer service officer! When I dial their customer care number, after the ringtone, my phone gets disconnected automatically.

I am fed up of this, and want a full refund for the year of inconvenience caused to us. It is very annoying, and if serious action is not taken to solve this issue, I will not hesitate to escalate the issue further.

I won’t be clearing any further dues unless my problem is completely solved and a full refund compensation is given for the same. I have already raised the complaint regarding my billing and technical issue. But, once again, du closed the ticket without solving my issue.

I request Gulf News to help.

From Ms Seema Kausar Khan

Dubai

The management of du responds:

With reference to the query of Ms Khan, our team investigated the matter and found that there is no technical issue at our end. Through our records, we found that the customer had escalated the matter several times to our customer care and each time, it was investigated thoroughly. As a result, the charges due are valid, and we have conveyed the same to Ms Khan.

Ms Khan responds:

A manager at du called twice and said they would refund the money and my complaint was not closed. After that, he has disappeared completely. Du has taken my money for a year but my connection was not working properly.

Their technical team also declared that they are facing issues. Every month, we paid approximately Dh600 for one year, without using the service. It is not a small amount.

Editor’s note: The reader’s response was raised with the management of du. However, they stated that they had nothing further to add.

(Process initiation: April 2. Response from organisation: April 10. Process completion: April 30.)

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.