Originally Posted by contracrostipunctus

Dear Sir,
Following is an e-mail I had sent to Nodal Office Karnataka division of Reliance Broadband. The blatant malpractice of the company is outlined in this e-mail:

Dear Sir,
This e-mail is consequent of being unable to contact you over the phone for 2 days. The matter is referenced in the complaint number 148102675.
Summary of problem:
Because of late bill payment my reliance netconnect plus (no. 9353099642) was activated (regarding the billing cycle January 26th 2011 to February 27th 2011) on the 12th of February after i made the payment. From 12th of Feb to the 27th of Feb i carefully monitored my usage according to the plan i had purchased which has a download limit of 10 gb. as a result of this careful monitoring my usage by the end of this billing cycle (27th Feb) was ~11.1 gb.
on the 26th of Feb on receiving the bill i noticed that i had been charged ~3000 rs. for usage above my download limit instead of the appropriate amount for 1.1 gb (around rs. 600). on inquiring with customer care i was informed that my download limit had been lowered for the period of this bill cycle because i was charged only for the period of 12th to 27 th feb.
when i had my connection activated on the 12th of feb i was not informed of this action even though i spoke to your customer care at that time. nor was i contacted at any point during this period to inform me of the same.
my concerns are these:
1. doesn't your company consider it their responsibility to keep the customer informed of the status of their account?
2. why didn't anyone inform me that my download limit had been lowered?
3. even if a customer somehow assumes that his download limit has been lowered how is he/she supposed to know what his new download limit is? is one supposed to calculate this? is it not the duty of your customer care to keep the customer informed of this?
4. this amounts to withholding of crucial account related information for the gain of the company.
5. nowhere on the web portal did it mention that my download limit was lowered or what my new download limit was.
6. how is the customer supposed to assume these various sudden changes in his account status and the system of billing.

please know that i consider this a gross violation of customer-company fair play statutes and hope that this issue will be resolved fairly and quickly.

regards,
roshan ali

after getting a response to this e-mail stating that they are looking into the problem and get back to me within 10 days, till date i have not received a response from the nodal office. in fact the first contact i had from reliance after this e-mail was to tell me that my bill payment was late; the very bill that was generated by cheating!!

consequently i sent another e-mail to the nodal office. no response.

then; bill for the next month was added to this bill even though the previous bill was under serious contention!!

again and again reliance would call me to tell me my bill payment was late, harassing me even though every time i spoke to these people i had explain the entire issue from beginning to end. every person i spoke, when i told them that i had explained the problem a hundred times, assured me that if i explained the problem to them they would get back to me 'within 24 hours' with a solution. not once did anyone every get back to me regarding the bill.
i was forced to contact customer care and a gentleman informed me that he has (after me explaining the entire thing to him again) created a complaint (after all this) and that he has informed the 'processes' department and that they'll contact me 'within 24 hours'. as usual nobody contacted me.

the only thing the company seemed to contact me about was the bill payment and every time, once i explained the problem i was assured that they would look into the matter. but obviously they were lying; not only about the fact that they would look into it but about the fact that they were listening to me because the next person who would call me would be completely ignorant of the problem.

consequently i have sent 2 more e-mails to the nodal office to which, needless to say, i haven't received a response.
meanwhile i keep receiving calls from various department completely ignorant of what the other department is doing. most recently (on the 6th of may) a person named lokesh jayaprakash (9341622228) contact me. since i was out of town he said he'll call me back on monday (it was friday at the time). expecting the usual lack of response i even asked him for his number and a guarantee that he would call me back to resolve the issue. he hasn't contacted me yet.

my contention is this:
1. despite raising concerns regarding the bill i have not received even half a response stating whether my concern is false or whether the bill is in-fact inconsistent (which is definitely is).
2. having been told to contact the nodal office by the billing department i have not received a response from them. i can only assume that the nodal office is the highest authority to which a hapless customer can turn to and if they have not responded i can consider the issue still under contention thus making all further communication from any one else at reliance null and void unless the people who contacted me explicitly informed of the same. obviously i have not received anything like this.
3. a blatant lack of knowledge of the customer's problem is very clear every single time i speak to anyone from the company. it's almost as-if the only thing that everyone knows is that my bill payment is late. all other details of my account are ignored completely.
4. atleast 12 false guarantees and promises till date ranging from statements such as 'can i come and solve your problem- within 24 hours it will be done' to 'i'm the person handing your problem sir- pls explain to me everything' (i explain everything for the 100th time)- sir 'within 24 hours i will get back to you'. nothing so far.
5. each person who called me would simply begin by saying 'sir your bill payment is late etc...' pretending that the only wrong-doer in the case was me because i hadn't paid the bill and not even mentioning the issue under contention till i brought it up. even then they would not acknowledge the same,
5. as a summary i would accuse reliance of the following:
- withholding of crucial account related information from the customer that led to a direct gain for the company.
- gross negligence of the customer's problems
- harassment from the company's various departments each completely ignorant of the next one's actions.

i really hope that the consumer court can do something to counter such blatant corporate malpractice that seems to pervade the entire company.

regards,
roshan ali

Hi Roshan,

We are extremely sorry for the inconvenience caused to you. This is to inform you that your problem is escalated and our team is working on the resolution. We will get back to you shortly. You may also write to us at Reliance Mobile - Customer Care | Facebook.

Regards,

RCOMcare

Originally Posted by contracrostipunctus

Dear Sir,
Following is an e-mail I had sent to Nodal Office Karnataka division of Reliance Broadband. The blatant malpractice of the company is outlined in this e-mail:

Dear Sir,
This e-mail is consequent of being unable to contact you over the phone for 2 days. The matter is referenced in the complaint number 148102675.
Summary of problem:
Because of late bill payment my reliance netconnect plus (no. 9353099642) was activated (regarding the billing cycle January 26th 2011 to February 27th 2011) on the 12th of February after i made the payment. From 12th of Feb to the 27th of Feb i carefully monitored my usage according to the plan i had purchased which has a download limit of 10 gb. as a result of this careful monitoring my usage by the end of this billing cycle (27th Feb) was ~11.1 gb.
on the 26th of Feb on receiving the bill i noticed that i had been charged ~3000 rs. for usage above my download limit instead of the appropriate amount for 1.1 gb (around rs. 600). on inquiring with customer care i was informed that my download limit had been lowered for the period of this bill cycle because i was charged only for the period of 12th to 27 th feb.
when i had my connection activated on the 12th of feb i was not informed of this action even though i spoke to your customer care at that time. nor was i contacted at any point during this period to inform me of the same.
my concerns are these:
1. doesn't your company consider it their responsibility to keep the customer informed of the status of their account?
2. why didn't anyone inform me that my download limit had been lowered?
3. even if a customer somehow assumes that his download limit has been lowered how is he/she supposed to know what his new download limit is? is one supposed to calculate this? is it not the duty of your customer care to keep the customer informed of this?
4. this amounts to withholding of crucial account related information for the gain of the company.
5. nowhere on the web portal did it mention that my download limit was lowered or what my new download limit was.
6. how is the customer supposed to assume these various sudden changes in his account status and the system of billing.

please know that i consider this a gross violation of customer-company fair play statutes and hope that this issue will be resolved fairly and quickly.

regards,
roshan ali

after getting a response to this e-mail stating that they are looking into the problem and get back to me within 10 days, till date i have not received a response from the nodal office. in fact the first contact i had from reliance after this e-mail was to tell me that my bill payment was late; the very bill that was generated by cheating!!

consequently i sent another e-mail to the nodal office. no response.

then; bill for the next month was added to this bill even though the previous bill was under serious contention!!

again and again reliance would call me to tell me my bill payment was late, harassing me even though every time i spoke to these people i had explain the entire issue from beginning to end. every person i spoke, when i told them that i had explained the problem a hundred times, assured me that if i explained the problem to them they would get back to me 'within 24 hours' with a solution. not once did anyone every get back to me regarding the bill.
i was forced to contact customer care and a gentleman informed me that he has (after me explaining the entire thing to him again) created a complaint (after all this) and that he has informed the 'processes' department and that they'll contact me 'within 24 hours'. as usual nobody contacted me.

the only thing the company seemed to contact me about was the bill payment and every time, once i explained the problem i was assured that they would look into the matter. but obviously they were lying; not only about the fact that they would look into it but about the fact that they were listening to me because the next person who would call me would be completely ignorant of the problem.

consequently i have sent 2 more e-mails to the nodal office to which, needless to say, i haven't received a response.
meanwhile i keep receiving calls from various department completely ignorant of what the other department is doing. most recently (on the 6th of may) a person named lokesh jayaprakash (9341622228) contact me. since i was out of town he said he'll call me back on monday (it was friday at the time). expecting the usual lack of response i even asked him for his number and a guarantee that he would call me back to resolve the issue. he hasn't contacted me yet.

my contention is this:
1. despite raising concerns regarding the bill i have not received even half a response stating whether my concern is false or whether the bill is in-fact inconsistent (which is definitely is).
2. having been told to contact the nodal office by the billing department i have not received a response from them. i can only assume that the nodal office is the highest authority to which a hapless customer can turn to and if they have not responded i can consider the issue still under contention thus making all further communication from any one else at reliance null and void unless the people who contacted me explicitly informed of the same. obviously i have not received anything like this.
3. a blatant lack of knowledge of the customer's problem is very clear every single time i speak to anyone from the company. it's almost as-if the only thing that everyone knows is that my bill payment is late. all other details of my account are ignored completely.
4. atleast 12 false guarantees and promises till date ranging from statements such as 'can i come and solve your problem- within 24 hours it will be done' to 'i'm the person handing your problem sir- pls explain to me everything' (i explain everything for the 100th time)- sir 'within 24 hours i will get back to you'. nothing so far.
5. each person who called me would simply begin by saying 'sir your bill payment is late etc...' pretending that the only wrong-doer in the case was me because i hadn't paid the bill and not even mentioning the issue under contention till i brought it up. even then they would not acknowledge the same,
5. as a summary i would accuse reliance of the following:
- withholding of crucial account related information from the customer that led to a direct gain for the company.
- gross negligence of the customer's problems
- harassment from the company's various departments each completely ignorant of the next one's actions.

i really hope that the consumer court can do something to counter such blatant corporate malpractice that seems to pervade the entire company.

regards,
roshan ali

Hi Roshan,

This is to inform you that your concern has been noted and our team is eager to resolve it. Please provide us with your alternate phone number on which we can reach you. You may also write to us at Reliance Mobile - Customer Care | Facebook with all the details.

Regards,

RCOMcare