Sir,



I would like to bring to notice a case where MTNL(mum) has asked a
consumer (tel no 26778148) to clear an outstanding bill dated
15/10/2000.

The customer wants to surrender his MTNL broadband connection due to
poor service as he has recieved only few hours out of unlimited monthly
plan for the month of March.

I am not complaining against the broadband connection as I have decided
to just switch it off and use some other connection.

But my concern was ,

The bills until march has a column of outstanding bill with Rs 2585
payment pending.

My surrender to MTNL triband connection was not accepted as their
inventory showed this amount as outstanding.

I asked how was the connection given two yrs back if the bill is
outstanding , and how is the telephone connection still active if the
payment is made.

They replied (we do not know , it is "YOU" who will have to enquire with
other office staff)

I made on the spot payment for the outstanding bill else they would have
started billing for the month of april for the triband connection.



Now, on Monday ,I went to the office (MTNL jogeshwari exchange) to meet
the accounts officer.

I showed them the bank statement and the acknowledgement receipt of the
payment for the same bill.

Their computer records still managed to have that bill as outstanding.

This is ridiculous, luckily my father keeps the bills in a safe place ,
and we made a cheque payment , so we have it in the account statement
from the bank.



Even now after all this , the officer had no clue , how the bill is
showing outstanding in the records for the number.

She suspects the change in the number by MTNL from 7digit to 8 digit as
a reason for this ???



Do I decide for the change in number?

Who is responsible to maintain the inventory/records of payments for
MTNL?me ?

What if I had lost the bill (it is dated yr 2000) and made the payment
by cash ?

Because I do not have any proof , I would be forced to make the payment
at no fault of mine ?

How can such a record management process get certified for quality with
such poor transaction management ?

Even if am told later (though nothing has been conveyed to me as of now
) that the payment will be "adjusted in the credit section "for the next
bills ? what about the interest that I loose on it.

I am having all the required documents on the above mentioned points and
will be presented in front of anyone is required.



Please advise. I do not want to be harsh ,as MTNL has provided
employments to a lot of people and I do not want to deface it with such
complaints ...

It will only make them loose their customers.

But I also want them to understand how serious this is , when a customer
is irritated and will withdraw his services from the company if he is
not satisfied.



Tel no (concerned ):26778148 (old number for which the bill is for
6247133)

Bill no :1065099611 (shown as outstanding even though it is paid , and
a repayment was made again on 28th march 2009)

My no :9769545966






Vijaykumar Jain| Business Trainee | +91 22 6718 2479 (O)
PrimeSourcing, Oracle Financial Services
Mumbai, Indiaa