x Abu Dhabi, UAEMonday 24 July 2017

Postpaid du customers refunded for billing 'technical error'

Under du's Elite Super plan, customers are offered free international minutes to 190 countries, partnered with the network., but a technical glitch meant that 11 destinations were incorrectly added to the list.

DUBAI // A number of contract customers on du’s Elite Super plan are to receive refunds after being charged for international calls they thought were free.

The telecoms company blamed a “technical error” for 11 countries being mistakenly added to a list of 190 nations that could be called for free on the plan.

Customers believed they were calling for free when they were being charged at full rate.

The 11 countries concerned were Morocco, Ethiopia, Tunisia, Afghanistan, Somalia, Myanmar, Sierra Leone, Chile, Djibouti, Slovenia and Liechtenstein.

“The error was rectified immediately,” a spokesman for du said today. “As a gesture of goodwill for any inconvenience this may have caused, we have corrected all customer bills affected by this error and we will add these additional 11 international destinations to those eligible for the Elite Super plan free international minutes, for a limited period.

“Customers will be notified 30 days before we revert to the original 190 international destinations.”

Customers affected will have their bills amended during their next billing cycle, du said.

The corrected list of eligible countries is available at www.du.ae/en/mobile/plans/elite-super-plans/plans

Plans offer between 100 and 750 free international minutes each month, depending on the package selected. They cost between Dh100 and Dh750 per month.

Du could not confirm how many customers had been affected by the error.

ksinclair@thenational.ae