I, Nitin Sangwan, with number 9357670337, am sick of RCOM's cheap balance deducting tactics.

This is so shameful of Reliance Telecom to harass its customers.

In April 2011 too, after much trying by talking to customer care at various levels I failed to get any response.

Same things are repeated now.

Yesterday I happened to check my balance and was shocked to learn that almost 150 bucks are gone.

On inquiring I was told that I responded to an IVR (which I never did), that too on two occasions (a big lie).

First of all I have activated DND (I applied for DoNotDisturb on 28th Feb 2011, ref no- 130 845 913 25), and I should not have received any promotional calls, so this was the first infringement of customer rights.

Supposing even If I had inadvertently got that activated, I never received a confirmation message nor did I received any messages/calls that I should have received as benefit of that service. What Kind of service was that I got only charged but cannot avail its benefits!!

Last time I wrote a mail to Mr Anil Ambani and I got a due response from his office with apologies and balance was recharged.

This time I am utterly disappointed and am not left with any choice but to approach consumer courts of Chandigarh. I am also writing a mail to Mr Ambani also mentioning the unchecked harassment that Reliance Telecom subject its customers to.


What was even more shameful was that when I called Customer Care at 198, they responded as If I didn't matter.
Following are the details -

1. I called 9 times yesterday, 31st December 2011
2. On three occasions my time was wasted for almost half an hour each time (I have a screenshot of my phone of those call records) which is a proof enough to be used in consumer court.
3. I escalated the matter till Shift managers. But he (Rahul Joshhi) was too arrogant to listen. To my horror, he asked me to hold the line and he just disconnected.
4. In another instance I talked to Surendera, Senior Floor Manager, he was even more shameless... he simply put the receiver aside and didn't even bothered to talk after introducing himself. After 20 minutes he disconnected (he said once 'hello' to confirm if I was still online, when I replied he hastily disconnected)
5. They refused to register any complain when I asked them to do so every time - I called 9 times - either they didn't respond or put an excuse that their system is not working.
6. When I asked them at what time I should call back, they didn't respond even after my persuasion
7. I asked them to call me back, they refused to do that also. I called again at 8:01 pm, this time also escalated the complain and I reached a Person Robin, perhaps Floor Supervisor, he also did the same thing, set the receiver aside and let me kept waiting, before rudely disconnecting the call. Finally I tried once more at 9:07 pm and Mr Ajay (as he called himself, and it seems he was drunk and behaved like a drunk), probably another floor supervisor did the same thing

This is my April 2011 post with the response attached -



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I (with numbers, 9357670337 CDMA and 8882944185 GSM), am frustrated with Reliance Service.

In the last month alone they activated 4 packs on my CDMA number (thus deducting a total of Rs. 120 of balance) and one pack on GSM number (again deducting Rs. 30).

When I contacted Customer Care many a times, I got the same staid answer (I talked upto three levels on various occassions on 198) that these services has been activated by myself by sending an SMS. WHich is not true for I never send such SMSes and if I would have sent, it should have been there in my 'Sent Items'.

Frustated over their attitude, I wrote a mail to chairman Rcom, on following email ids, which I suppose are not fake.'ada@rel.co.in'; 'anil.ambani@relianceada.com' with following message, and I still haven't got any reply.
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Dear Chairman,

It’s disheartening to convey to you that even after escalating a similar matter to your office earlier on the issue of deducting balance from my prepaid connection, a third incident has happened within a month.

Today while I was registering a complaint to customer care on 1909, ( which is an altogether different issue, it is fairly understandable if one get a call from outside Reliance network, but calls from Reliance Customer care itself is out of comprehension), talked to Ms. Balvinder at around 4 pm, 31st March, regarding receiving of unwanted calls even after registering for DoNotDisturb on 28th Feb 2011, (ref no- 130 845 913 25), I was told that a I am getting these calls because there is a pack (some Hungama pack), for which I was charged Rs. 10 too, that is activated on my number. Further, to my surprise I was told that it has been activated by myself. (Which is not the case for I never initiated such a request, even by mistake). Further, I never got any SMS to intimate me the activation of such a pack, which is a mandatory protocol when such a service is activated.

And for a pre-paid user it’s impossible to know, without calling in customer care like crazy on regular interval, when and for what balance has been deducted.

Despite someone from your office assuring me of non-repeat of such event it has happened again. I was thrilled at the response of personnel from your office and their empathetic views over the issue when someone responded personally to address the issue. But it is really appalling to undergo such harassment, mental and financial, by your Telecom Division officials.

If ever one, like me, dare to call in customer care, the best answer one get is –“We are discontinuing your pack, but cannot put your balance back!!”. That is a really hopeless situation. Imagine the plight of lakhs of users who don’t have luxury of accessing internet and/or have any idea about what to do further or whom to approach for further resolution. When I asked for a proof of the service being initiated from my side, the only answer I, or anyone for that matter, got is that – “Our system is showing it”. When I asked for a screenshot of it mailed to me, the executive escalated the issue to someone higher who also remained obstinate and never cared to solve the issue.

Last time I was so frustrated that I was willing to go to district consumer court, bearing the fee and even taking a day’s leave, to teach a lesson to your executives, but got a soothing reply from your office.

At a time when companies are focusing on excellent customer services, Reliance Telecom is earning a bad name by such petty and mean activities of pseudo customer extortion.

I have been associated with Reliance Telecom for over 4 years, in different circles, and have been patient throughout. I still don’t want to part ways with RCOM if I have some tangible reassurance. Despite having a competitive advantage of a strong network and coverage, Reliance Telecom will lose the ground to other operators if it continued to operate like this.

Being a MBA grad from one of the top B-Schools, it really confounds me how a company can excel in the long run with such dismal care for customer?

I will be glad if I can have a word with some senior official so that I can, on the behalf of millions of customer, convey the grieves that a normal end user faces.

Looking forward for an earnest reply.

Nitin Sangwan
093 57 67 03 37 (number for weekdays only, Monday afternoon to Friday afternoon)
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Hi Nitin,

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 | Facebook.

Regards,

RCOMcare