UAE's du admits failure in online payment system

Customers disconnected after after payment system fails

Tags: Emirates Integrated Telecommunications Company United Arab Emirates
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UAE's du admits failure in online payment system Du customers were disconnected after its online payment system failed. (ITP Images)
By  Claire Ferris-Lay Published  July 4, 2011

Du, the UAE's second largest telecom operator, has admitted that its online customer payments system failed last month, resulting in a number of customer's home services being disconnected.

The operator's online payment system failed due to a system upgrade forcing it to return customer payments, it said in an emailed statement to Arabian Business.

"As a result of a recent system upgrade to our online payment system, some of our customers were unable to complete their bill payments via some banks whilst the upgrade was taking place," the operator said.

"In the interest of our customers and as a standard practice with our partner banks, all payment received during this period of upgrade were returned directly to the customer's accounts and the attempted transaction is made void," it added.

Du customers said they were not warned about the problem. "I paid my home services bill via Emirates NBD last month and the money was taken out of my account. It wasn't returned until ten days later. In the meantime I was disconnected for failure to pay my bill on time," one customer told Arabian Business.

"Despite repeated phone calls to the customer service department and several customer complaint letters, at no point in time was I warned about the problem - they just kept telling me they hadn't received the payment.

"It wasn't until I contacted my bank I was told there was a glitch in the system and I had to pay again," she added.

The Dubai-based operator in June said home services customers would be disconnected immediately if they do not pay their bill on time in a bid to crack down on late payers.

Under the new rules customers with internet, television and landline services, are cut off one day after the due date of their bill, if they have failed to make the payment.

The move prompted a flurry of complaints from readers. "This is all very well if they upgrade their customer service. We have been disconnected twice because their system failed to take a payment. The bill is paid by a standing payment on a credit card and twice their system failed in the space of four months. It took them seven days each time to get the system reconnected," said one reader.

The COO of the phone operator vowed to open an internet investigation into the complaints. "Many of you have posted about individual experiences with our services. I'm going to look into each of these issues myself, and ensure that they are heard and addressed," said Farid Faraidooni, chief commercial officer at du.

2824 days ago

Du customer service agents are nothing but a bunch of parrots. The most hopeless customer care team I have ever spoken with and the only customer care team that does not care about customers. As somebody had rightly mentionoed, they just want to cut-off the customer. They never want to resolve any issues. I don't want to mention the hardships that I underwent because of Du as it's a waste of time for everybody.

2848 days ago

DU's problem is far bigger than all of this. They claim to have a process for every issue you contact them for. Trouble is, None of their processes ever works!!
For example:
1- On a mobile SIM post paid line I bought from DU they had an auto debit process so customers auto pay their due amounts. You had to sign a form and attach a copy of your credit card. This worked for a few months than my line was disconnected for non payment. Call center assured me there was no auto debit arrangement for my line although they clearly saw on their own system that it was done for 4 months!! I suffered from this TWICE in on year.
2- In less than 3 months DU system decided to switch my mobile line from posted paid (no due amounts to pay) to pre-paid and all of a sudden I cannot make calls, send SMS, use 3G or (and believe it or not) contact DU "customer care". First time, I had to use another number I own under the same account (you wonder how that was stilil working!!!) It took them 12 days to fix it (talk about inconvenience) and I was charged normally for the 12 days my line was inactive, No one ever knew why it happened or how it was fixed. I must have spoken to 20 call center supervisors in different shifts all of whom made false promises. This time I decided to flush the toilet on that SIM card. I wonder why DU came to "life"

2849 days ago

Du has a decent network but its people consistently underperform. DU customer service is disorganized, slow and ineffectual. The only thing Du do with any haste is cut people off.

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