Du has admitted that its online customer payments system failed due to which a number of customer’s home services were wrongfully disconnected.
The COO of Du has pledged to investigate a flurry of complaints over the operator’s payment channels, after customers said they had been disconnected despite having paid their bills.
"The online system does not work, the customer service never gets back, I am trying to get a bill for last two weeks without any luck", said a customer.
“Due to 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.
Du, the Dubai based operator had said earlier that home services customers would be disconnected immediately if they do not pay their bill on time, in a bid to crack down on defaulters.
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.
Du's online payment system malfunctioned due to a system upgrade forcing it to return customer payments, Du said in a statement.