After reading this thread, some person , i guess named neelam from some social..blah..blah..blah team claiming to be from reliance team called me today (16-Aug-2012, 12.08 pm). She listened to my side of story (the things written in the mail chain), but surprised to see that she was insistent that it is my fault as i have not taken a confirmation number for termination request nor have i followed up with their customer team over this case. Now my mail chain is an exact contradiction to her claim, where i have been writing to the appellateauthority on generation of my bills and standing my ground that i will not be paying my bills. Now if they choose to ignore and dont acknowledge, then it becomes my fault.
She has feigned to completely understand my case, but at the end taking it as a policy issue, asked me to pay the amount. She finds there is no case with me. Pathetic response and abnormally absurd behavior. Such are the ways of looting hapless customers.
Reliance Netconnect+ : 9320189768, Relationship # : 500000701505.
Please find my mail trail below with the Highest Authority in the chain to resolve customer complaints. The mail thread has been open starting April 2012 and the endless communication continues. What else can you expect after the higher authorities themselves demonstrate such lethargic attitude towards customers.
Now currently i recd SMS from DM-016097 from reliance, saying a legal notice has been issued for non payment of bills. I am writing to this forum, expecting some one sane in the reliance batch of nerds with super powers , pick up this thread and provide me an resolution. You can call me on +91-9004358775, and please do not give me a crap later on saying we called and could not reach you. I have seen this reply to a lot of threads in this forum. Even if you cannot reach me , drop me a mail on harisingh.rajput @ gmail.com or sms on my mobile number with revert details. These will surely get delivered and i will surely revert.
* FYI : I have again escalated this case to appellate by calling them. New Complaint ID : 184826231.
Last sent on July 6th 2012.
With regards to my previous complaint, I am left aghast once again at your internal communication and processes.
After your last mail (see below on May 9th), I had got a call from your executive from customer retention team (on 10-May-2012), some lady this time, whom i explained the case and she was clearly told that i will not like to continue with the service and want my service discontinued. She promised to look into the case and revert. No news yet.
Now i am being served a bill again for Rs. 1529/- (includes last month bill + current month bill + late payment charges) which has really left me wondering if this case is going to be open till eternity.
I re-iterate that i am not liable to pay rcom anything , as i have not utilised the service. I am not going to pay the said amount and will like you to look into the case and provide a closure at the earliest.
Sent: Wednesday, May 09, 2012 11:58 AM
To: Rajput, H.
Subject: Re: Complaint about the state of your customer service
With Response to your mail,
The complaint given by you is under investigation we will revert back on the same shortly.
Your request id:178890573
Monday to Saturday Excluding 1st & 3rd Saturday and National Holidays between 9.30 am to 6.00 pm or write to us at
RCOMAppellateauthority.Mumbai@relianceada.com, with case ID of previously registered complaint at Call Center/ Touchpoint.
05/08/2012 08:08 PM
Complaint about the state of your customer service
My name is Harisingh Rajput and I have been using your data card (Reliance Netconnect+ : 9320189768) for approx 1.5 yrs. This card is registered in the name of my wife Mamta Rajput. Relationship no : 500000701505. I have always paid my dues on time and was a satisfied customer until this case below.
In the month of March 2012, my modem (data card) stopped working and on showing it to one of your reliance centers, it was concluded that the modem is not working and I will need to procure a new one. I decided to not continue with the service for the time being.
On 2nd of April , my wife gave a call to you call center, asking for immediate disconnection, but then it was told to her that it will take 7 working days for getting the disconnection and I will have to bear the charges for those 7 days. I really do not understand this policy, where I pay for non usage of your service and that too for 7 days. If I disconnect a service, I would generally get the service deactivated in a matter of hours. To top that, the executive first asked to pay the outstanding bill at your reliance center and only after that the service will get deactivated. So basically, your company expects the customer to first run to your centers to pay the inflated bill (7 days extra money) and then call up your call center to get it disconnected. I will say pathetic situation for anyone to be in.
I paid what was due to me (Rs 937/-) for the last month usage and waited for the disconnection. Then on 6thof April, I get a call from your customer retention team (some male on the other end), who tells me not to disconnect as I have been your very good customer. He claims to be calling from Mumbai and he offers me three things to continue the service: -
1. He offers me a 3 GB Day/10GB night plan for Rs. 600 (pre taxes)
2. He offers me that an reliance person will visit my house with a new data card and I will need to pay him Rs. 999/- only for which receipt will be given.
3. He offers to get the waiver on non-usage of internet till 6-Apr-2012, as my old data card is not working. This is only after certain approvals.
I agreed to this as I thought yours was a good service to use and I had no issues with continuing with a good deal.
1 week passes by and I do not hear anything from your side. Neither am I delivered a new data card nor any calls from your end.
I call your call center on Sunday April 15th and spoke to your executive named Neil. To my horror, he tells me that my plan is still active. My current plan is the Rs 600 rental plan which I agreed with the person from your customer retention team. So you see, plan is active without me having the data card and I am not using your service. How did the plan get changed without me getting delivered the data card?
I ask your call center executive to register a complaint which he initially resists, saying it is not in their service list. Later I speak to floor manager , named Savita, who is explained the whole thing. I put two things :
1. Complaint against your bad customer service. I make it clear to her that I will not be paying any thing after 2nd of April , as I have not used the service.
2. Immediate Disconnection request.
She agrees to both the things and my complaint is lodged. I have an SMS with the complaint number as below :-
Dear Customer, thank you for contacting Reliance. Your Service request no. is 177202641. Your request will be resolved in the next 2 days.
Now , I expected to hear back from you in the next 2 days, but then as expected the call never came. This is the sorry state of your customer care.
Now, my current bill has been generated for Rs. 800, which I will not pay, as I am not liable to pay anything after 2nd april 2012. Secondly, I wish to know as to why my second disconnection request has not been honored.
Expecting a quick response on this case. You can contact me on 9004358775.
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We have noted your complaint. The matter has been escalated to our customer service team who will get in touch with you directly to resolve your concerns.