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I bought a Du Recharge card for AED 100 from a Grocery Store near Union Metro Station. I was on my way to Fujairah and got on the bus with the card. Shortly after I scratched the card and entered the code into the Phone. I get an error message saying "This card has already been redeemed". The bus already left the station, so I could not get back to the store to return it.
It was evening (around 2:45pm) when I got back from Fujairah. I went to the Grocery store and I told them that this card has no value because it has already been used. The Store keeper started getting worked up for no reason. Saying - They do not have a clue if the card works or not. They just buy it from sales agents and sell. Go to DU customer service center and tell it to them.
The nearest one was in Ghurair Mall or something. I spoke to the customer care rep, and he scans the bar code of the card and says the card has already been used on September 2nd (the day this happened was Sept 20th). The supervisor says they cannot do anything because of what the System says. They cannot even register a complaint in their system because they suspect it might be a case of Fraud. They totally ignored such a thing is even a valid issue for a customer and let me on my way.
Sad and depressed I went back to the grocery store and I told them the issue. The sales guy is just saying the same lines over and over again. Its like they earned the 100 bucks and did not want to give it back. I told them that this card was already used on Sept 2nd, and today is the 20th, so how can I just pay 100 for a card that has already been used? They said its not their problem. This guy did not have the common sense to understand my problem, so I asked for the shop owner's number. He was hesitant to give it to me saying that He may cut it from his salary. He gave me a business card on which the owners number was there. I tried that number and it says not reachable. Perfect. This is turning out to be the most shady store I have ever been in.
He said the owner will be there at 6pm (and it was 4:30pm now). Plainly assuming that this guy was telling the truth, I started waiting there painfully for 1.5 hours. He gave me a chair to sit on, and then after that he says its an hinderance to the customers (it was not), and told me to sit in a corner. I was like - What the... I have no interest in sitting here... If you give me the proper numbers I will leave right now. There isn't anyone experiencing any major difficulties right now over here.
1.5 hours later, he says I can talks to this guy, and points to another guy who is just like him (not the owner). And this guy also talks in the same tone as he did. I knew that this is not getting anywhere, so I started making some phone calls.
Called Du Customer Care again to register a complaint - Spoke with someone and explained the case, they put me on hold to talk to their supervisors and said Sorry we cannot help you at this time.
Called Dubai Police and after 10 holds and transfers, I finally get the right department. I explain the case completely to him, he says its Du's department. Call them up and hangs up.
Then a Cop vehicle passes by the store, and I stop them and explain the whole thing to them hoping that they could convince the store keeper to either return my 100 or give me another card. They called Du Customer care, talk to them for 10 mins, called the store keeper out, spoke with him for 10 mins... and then finally said... yalla kalas... contact Du...this is not our problem. Even the Cops gave up on this!!! If it was a card that they bought from the same store, the story would have been different.
So there I was... no one to turn to. It was around 7pm already. That's over 4 hours of running around and no result or justice.
What bothers me is... when Du scanned the card, they could match the same bar code which matches the Same amount with the same voucher code and still say the card is Fraud?? Thats like a weird coincidence.
The Question is, if tomorrow you buy a card form a Store, and it turns out to be invalid... chances are you can just forget about it because nobody will take responsibility for it.
If Du accepts that its Du's fault, then they are going to loose some major money for this.
What would you do!?!?
Lesson learned - Always scratch a card and check in front of the store to see if everything is ok.
It was evening (around 2:45pm) when I got back from Fujairah. I went to the Grocery store and I told them that this card has no value because it has already been used. The Store keeper started getting worked up for no reason. Saying - They do not have a clue if the card works or not. They just buy it from sales agents and sell. Go to DU customer service center and tell it to them.
The nearest one was in Ghurair Mall or something. I spoke to the customer care rep, and he scans the bar code of the card and says the card has already been used on September 2nd (the day this happened was Sept 20th). The supervisor says they cannot do anything because of what the System says. They cannot even register a complaint in their system because they suspect it might be a case of Fraud. They totally ignored such a thing is even a valid issue for a customer and let me on my way.
Sad and depressed I went back to the grocery store and I told them the issue. The sales guy is just saying the same lines over and over again. Its like they earned the 100 bucks and did not want to give it back. I told them that this card was already used on Sept 2nd, and today is the 20th, so how can I just pay 100 for a card that has already been used? They said its not their problem. This guy did not have the common sense to understand my problem, so I asked for the shop owner's number. He was hesitant to give it to me saying that He may cut it from his salary. He gave me a business card on which the owners number was there. I tried that number and it says not reachable. Perfect. This is turning out to be the most shady store I have ever been in.
He said the owner will be there at 6pm (and it was 4:30pm now). Plainly assuming that this guy was telling the truth, I started waiting there painfully for 1.5 hours. He gave me a chair to sit on, and then after that he says its an hinderance to the customers (it was not), and told me to sit in a corner. I was like - What the... I have no interest in sitting here... If you give me the proper numbers I will leave right now. There isn't anyone experiencing any major difficulties right now over here.
1.5 hours later, he says I can talks to this guy, and points to another guy who is just like him (not the owner). And this guy also talks in the same tone as he did. I knew that this is not getting anywhere, so I started making some phone calls.
Called Du Customer Care again to register a complaint - Spoke with someone and explained the case, they put me on hold to talk to their supervisors and said Sorry we cannot help you at this time.
Called Dubai Police and after 10 holds and transfers, I finally get the right department. I explain the case completely to him, he says its Du's department. Call them up and hangs up.
Then a Cop vehicle passes by the store, and I stop them and explain the whole thing to them hoping that they could convince the store keeper to either return my 100 or give me another card. They called Du Customer care, talk to them for 10 mins, called the store keeper out, spoke with him for 10 mins... and then finally said... yalla kalas... contact Du...this is not our problem. Even the Cops gave up on this!!! If it was a card that they bought from the same store, the story would have been different.
So there I was... no one to turn to. It was around 7pm already. That's over 4 hours of running around and no result or justice.
What bothers me is... when Du scanned the card, they could match the same bar code which matches the Same amount with the same voucher code and still say the card is Fraud?? Thats like a weird coincidence.
The Question is, if tomorrow you buy a card form a Store, and it turns out to be invalid... chances are you can just forget about it because nobody will take responsibility for it.
If Du accepts that its Du's fault, then they are going to loose some major money for this.
What would you do!?!?
Lesson learned - Always scratch a card and check in front of the store to see if everything is ok.
