Unauthorised account

I received a text message from du about a month ago, informing me that I have a pending payment of Dh294.69 due to which a case has been filed against me.

The next day, I rushed to the du office in Al Twar to find out more as I do not hold a personal du number. The manager informed me that some gentleman has given my name as an alternative contact person, to which I confirmed that I do not know. I queried as to how du can accept this without my permission, to which I was told to ignore the text message.

I requested a withdrawal text message for confirmation but was told that as per the system, they cannot. However, he verbally promised that the mistake would not be repeated.

After two weeks, I received the same text message again. At the time, I called the call centre and informed them about the repeated mistake. Now, I received the same message again, which makes it three times. This is causing stress to me as I keep getting warnings for no reason.

With that in mind, I request Gulf News to help me solve this problem.

From Mr Kesavaram Sriram Kumaran

Dubai

A spokesperson from du responds: In response to Mr Kumaran’s query, we have investigated the matter thoroughly. It was found that the customer was receiving incorrect payment reminders due to a system error, which has now been rectified. Our team contacted the customer and confirmed the issue resolution verbally and via email. The case is closed from our side. We regret the inconvenience to the customer.

Mr Kumaran responds: Thank you so much for the support. Du apologised and confirmed in writing that their mistake will not be repeated.

(Process initiation: December 21. Response from organisation: January 7. Reader confirmation: January 12)

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.