Originally Posted by Unregistered

I have decided to post about my problems with Reliance GSM here since I see that RCOMcare is actively participating in this forum.

I am a new Reliance GSM postpaid customer. I purchased the connection on Saturday, May 14, 2011. However, it was only activated a week later, i.e. Saturday, May 21, 2011, after a second visit to the Reliance (Web?) World from where I purchased the connection. They neglected to enter my details in their system, along with the SIM number and the mobile number of my choice, which is why the connection wasn't activated till then. They hastily entered all those details in front of me that day and gave me a printed receipt after which my connection was activated within half an hour. Anyway, this was my first negative experience with Reliance GSM.

I had subscribed to the Rs. 199 talk plan and the Rs. 199 3G data plan. When I asked whether my bill would be Rs. 400, I was told yes but that taxes would be extra. I was fine with that. But just after two or three days after my connection was activated, I started receiving cricket updates. I was expecting something like this since I had read other users' complaints about similar problems. In fact, I had seen a post where a user was complaining about the exact same problem. Cricket updates were "automatically" activated. One can see many such complaints with a simple Google search (lmgtfy.com/?q=reliance+gsm+deactivate+cricket). Anyway, I immediately checked my "Unbilled Usage" and noticed that it was no longer Rs. 0. After a bit of searching, I found out that if I send "MYVAS" as a text message to 55333, I will receive information about the active services on my connection. I did so and found out that not one, but TWO packs were activated. OsiUCrickNews and OsiUSports2RsDP. And it was kind of ironic since I have no interest in cricket or sports for that matter. Anyway, I contacted customer care (by email, since apparently Reliance charges Rs. 0.50 per 3 minutes for calls to customer care) and asked them to deactivate those services and remove the charges from my "Unbilled Usage". They deactivated the services but failed to remove the charges. They did me another favor by selling my number to some spammer. I received a spam text message the very next day after I sent the email, although they replied to it the day after. I knew the spam text message was their doing because I haven't shared the number with anyone other than my family and I don't plan to do so till I receive my first bill. I want to make sure that there are no "errors" or "extra charges" in my first bill other than the taxes and any charges for text messages. Anyway, the above was my second negative experience.

On, June 4, 2011 I was checking my 3G data usage reports on myservices.relianceada.com (I registered there as soon as my connection was activated), when I decided to check my "Unbilled Usage" again. I was shocked to see that it had jumped from Rs. 49 to Rs. 79 (the 49 was for probably for those previously activated services). I immediately sent that "MYVAS" text message and found out that some new pack called "SymOfficeHumour" was activated. Now I was quite upset and sent a long email to customer care fully expecting that they wont read it properly. The email was long as I mentioned those previous services that were activated and how the charges remained in my "Unbilled Usage" and I also mentioned about the incorrect/fake data usage reports at myservices.relianceada.com (more on that below). They once again sent the complimentary spam text message the day after (Sunday, June 5, 2011; when they probably noticed the email) and finally replied to the email today. As expected, they did not read my full email carefully. Instead they sent a generic reply, one that other users have mentioned before. Also, they completely ignored the part about the incorrect data usage reports. Anyway, here is the reply.

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Dear Customer,

Thank you for contacting Reliance Customer Care.

This is with reference to the e-mail regarding the dispute in Value Added Service.

We apologize for the inconvenience caused in this regards.

As per our records, OsiUCrickNews and OsiUSportsRsDP pack is activated from your end through USSD mode (# code ). Hence, we are unable to refund the amount charged. And the Same packs are unsubscribed.

Further to this mail, currently SymOfficeHumour pack is active in your Reliance Mobile Number from 2nd June, 2011which is activated through outbound dialer.

We value your association with us.
----

As you can see, they even neglected to deactivate that "SymOfficeHumour" pack and just informed me of something that I was already aware of.

Anyway, about the data usage reports: I noticed that the data usage reported at myservices.relianceada.com is incorrect. It seems fake/made up. I have a data usage monitoring app on my phone and I know that it is accurate since I have been using it with my previous service provider too and their usage reports matched up exactly with the app. They provide usage reports as soon as the 3G connection is disconnected. Reliance doesn't do that 'cause I believe it takes them time to come up with those fake numbers. For example, my data usage for June 1, 2011 was 6.6KB only since I was connected to wifi the whole day. I must have rebooted my phone or something because of which a little bit of data was used before the wifi connection was re-established. But in the myservices.relianceada.com site, it shows the data usage as about 600KB. They made up their own random upload and download counts. Here is a screenshot of the data usage as reported by myservices.relianceada.com - i53.tinypic.com/2u8cx75.png . And here is a screenshot of data usage reports from the app that I am using - i51.tinypic.com/wiu8m0.png . Have a look at the usage reported for June 1, 2011. I am not sure what they can do about this problem as it seems they are definitely providing fake reports on purpose so that they can charge me for additional usage.

I also found out on Saturday, June 5, 2011, that Reliance had given me a free caller tune. How awesome. Instead of the regular tone you can hear "For superior 3g services, switch to Reliance" repeated again and again when you call my number. I want to provide a recording of that awesome caller tune but I have already spent a long time on this post.

Anyway, here is the reference number that I received for the recent email that I sent to customer care - "Reliance=008-556-437". I hope that is enough to track my complaints, RCOMcare. I do not want to post my number here.


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By the way, I wonder why Reliance and others are scamming their customers like this. It's like they don't even care if they loose their customers as long as they can squeeze out as much money out of them as possible.

Hi,

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

Regards,

RCOMcare

Thanks for the reply. It seems a bill has been generated for the period 21-05-2011 to 04-06-2011. The 3G data usage mentioned in the bill seems to be correct. But the charges for the VAS packs that I did not activate are there.

OSIUCktNews30Subscription 23-05-2011 to 22-06-2011 30.00
SYM S OffHum Subscription 02-06-2011 to 02-07-2011 30.00

The relationship number mentioned in the bill is 500002147832. The bill number is 323773466295. I hope you will be able to find my contact details through these numbers. If not, let me know and I will PM you my Reliance GSM mobile number.

I was also charged for an international sms although I never sent any. I did send a few text messages trying to deactivate those packs myself (it didn't work of course), those "MYVAS" text messages to find out about the active VAS packs and a text message to 1909 to start DND.

By the way, I sent a reply to the email mentioned in the previous post (the one that I received from customer care), asking them to carefully read the entire email that I sent them, but once again I received a similar response.

Dear Customer,

Thank you for contacting Reliance Customer Care.

This is with reference to your e-mail regarding amount decrement.

We regret for the inconvenience caused.

Please note that we have checked our record and found that the SymOfficeHumour pack active in your account through OBD (Out bound dialer) from your side. Hence you have been charged correctly.

We value your association with Reliance.

They once again just confirmed that the plan is indeed active instead of deactivating it. It feels like they sent the same reply on purpose to annoy me.

Anyway, I want the VAS pack "SymOfficeHumour" to be deactivated and also the charges for this pack and the previous ones removed from my bill. I created a "Service Request" at myservices.relianceada.com today, requesting the deactivatation of the "SymOfficeHumour" pack. But as of now, it is still active (screenshot - i51.tinypic.com/20uq0bo.png).

Then there is that advertisement that plays (caller tune) instead of the regular tone when someone calls me. I want that to be deactivated also.

And finally, I don't want any VAS packs. All I want are the talk plan and the data plan that I subscribed to, which are both Rs. 199 per month each. And I want my bill to contain only those two monthly charges (199 x 2), plus charges for any additional calls or text messages. And of course, I understand that taxes will be extra. So, if possible, please block the ability to activate any VAS packs through any USSD codes, text messages, "outbound dialer", etc. and give me some kind of written confirmation that you have done so. So, if any packs are activated again "automatically" in the future, customer care won't be able to claim that it was I who activated them.

Thanks.

I received a call yesterday morning (June 8, 2011) at 9:52am from +912230314086. It was a lady who said she was calling on behalf of Reliance and asked me if I had time to answer a few questions about the call I made to customer care on June 6. I said sure but that I didn't call but sent an email. She paused for a bit and then suggested that someone called on my behalf. I once again repeated that I did not call but that I had sent an email and I knew that no one else called on my behalf. She then abruptly hung up with a quick "Thank you". I wanted to explain that after I received a reply to the email that I sent to customer care, I also received a text message from 5911 which said "Dear customer, you spoke to {NAME_OF_THE_PERSON_WHO_REPLIED_TO_THE_EMAIL} from Reliance. Were you satisfied with your interaction? Reply - Yes or No (toll free)". And I received the same text message on June 7, after I received the email mentioned in the previous post. The reply on June 7 was from a different guy, so this time the text message mentioned his name. I replied truthfully to those text messages which is why I received the call today, I am assuming. Anyway, it seems Reliance's records are messed up even in this case, since they apparently think I called them.

I later received a call from +911243820200 (at 1:38pm) and I hurriedly answered thinking that it might be from you, RCOMcare. But it turned out to be some automated call which wanted me to press 5 to activate some kind of VAS. I quickly hung up as soon as I heard that "press 5 to activate" part.

At 4:33pm I received a text message from Reliance which said "Dear Reliance Customer as per your SR no. 154248609. Waiver of Rs.33 for Sym S Off Hum SubWrongly Charged will reflect in your next bill." and another text message soon after that which said "Dear Reliance Customer as per your SR no.154248609. Sym S Off Hum SubPack will be deactivated within 24Hrs."

Funny how I didn't receive any such text message for my service request number 153422405 which I created on May 24, 2011 requesting the deactivation of "OsiUCrickNews" and "OsiUSports2RsDP" (once again, please note that my connection was just activated on May 21). Although they deactivated those services they didn't agree to "waive" the charges. Since at that time I hadn't even received my first bill, they couldn't say something like "Waiver of Rs.30 for OsiUCrickNews and waiver of Rs. 2 for OsiUSports2RsDP will reflect in your next bill". Anyway, I want "waivers" for those services too.

RCOMcare, kindly note that I DO NOT want those "waivers" to reflect on my NEXT bill. I want you to make the current bill (bill no. 323773466295) disappear into oblivion and create a new one with those charges "waived". Also, that advertisement (caller tune), "To experience superior 3G services, switch to Reliance", is still active. Kindly deactivate it.

Originally Posted by Anindya1

I received a call yesterday morning (June 8, 2011) at 9:52am from +912230314086. It was a lady who said she was calling on behalf of Reliance and asked me if I had time to answer a few questions about the call I made to customer care on June 6. I said sure but that I didn't call but sent an email. She paused for a bit and then suggested that someone called on my behalf. I once again repeated that I did not call but that I had sent an email and I knew that no one else called on my behalf. She then abruptly hung up with a quick "Thank you". I wanted to explain that after I received a reply to the email that I sent to customer care, I also received a text message from 5911 which said "Dear customer, you spoke to {NAME_OF_THE_PERSON_WHO_REPLIED_TO_THE_EMAIL} from Reliance. Were you satisfied with your interaction? Reply - Yes or No (toll free)". And I received the same text message on June 7, after I received the email mentioned in the previous post. The reply on June 7 was from a different guy, so this time the text message mentioned his name. I replied truthfully to those text messages which is why I received the call today, I am assuming. Anyway, it seems Reliance's records are messed up even in this case, since they apparently think I called them.

I later received a call from +911243820200 (at 1:38pm) and I hurriedly answered thinking that it might be from you, RCOMcare. But it turned out to be some automated call which wanted me to press 5 to activate some kind of VAS. I quickly hung up as soon as I heard that "press 5 to activate" part.

At 4:33pm I received a text message from Reliance which said "Dear Reliance Customer as per your SR no. 154248609. Waiver of Rs.33 for Sym S Off Hum SubWrongly Charged will reflect in your next bill." and another text message soon after that which said "Dear Reliance Customer as per your SR no.154248609. Sym S Off Hum SubPack will be deactivated within 24Hrs."

Funny how I didn't receive any such text message for my service request number 153422405 which I created on May 24, 2011 requesting the deactivation of "OsiUCrickNews" and "OsiUSports2RsDP" (once again, please note that my connection was just activated on May 21). Although they deactivated those services they didn't agree to "waive" the charges. Since at that time I hadn't even received my first bill, they couldn't say something like "Waiver of Rs.30 for OsiUCrickNews and waiver of Rs. 2 for OsiUSports2RsDP will reflect in your next bill". Anyway, I want "waivers" for those services too.

RCOMcare, kindly note that I DO NOT want those "waivers" to reflect on my NEXT bill. I want you to make the current bill (bill no. 323773466295) disappear into oblivion and create a new one with those charges "waived". Also, that advertisement (caller tune), "To experience superior 3G services, switch to Reliance", is still active. Kindly deactivate it.

Hi,

We apologize for the inconvenience caused to you. This is to inform you that your problem has been escalated and our concerned team is working on the resolution. We will get back to you shortly. In future, you may also write to us at Reliance Mobile | Facebook.

Regards,

RCOMcare

Originally Posted by Anindya1

I received a call yesterday morning (June 8, 2011) at 9:52am from +912230314086. It was a lady who said she was calling on behalf of Reliance and asked me if I had time to answer a few questions about the call I made to customer care on June 6. I said sure but that I didn't call but sent an email. She paused for a bit and then suggested that someone called on my behalf. I once again repeated that I did not call but that I had sent an email and I knew that no one else called on my behalf. She then abruptly hung up with a quick "Thank you". I wanted to explain that after I received a reply to the email that I sent to customer care, I also received a text message from 5911 which said "Dear customer, you spoke to {NAME_OF_THE_PERSON_WHO_REPLIED_TO_THE_EMAIL} from Reliance. Were you satisfied with your interaction? Reply - Yes or No (toll free)". And I received the same text message on June 7, after I received the email mentioned in the previous post. The reply on June 7 was from a different guy, so this time the text message mentioned his name. I replied truthfully to those text messages which is why I received the call today, I am assuming. Anyway, it seems Reliance's records are messed up even in this case, since they apparently think I called them.

I later received a call from +911243820200 (at 1:38pm) and I hurriedly answered thinking that it might be from you, RCOMcare. But it turned out to be some automated call which wanted me to press 5 to activate some kind of VAS. I quickly hung up as soon as I heard that "press 5 to activate" part.

At 4:33pm I received a text message from Reliance which said "Dear Reliance Customer as per your SR no. 154248609. Waiver of Rs.33 for Sym S Off Hum SubWrongly Charged will reflect in your next bill." and another text message soon after that which said "Dear Reliance Customer as per your SR no.154248609. Sym S Off Hum SubPack will be deactivated within 24Hrs."

Funny how I didn't receive any such text message for my service request number 153422405 which I created on May 24, 2011 requesting the deactivation of "OsiUCrickNews" and "OsiUSports2RsDP" (once again, please note that my connection was just activated on May 21). Although they deactivated those services they didn't agree to "waive" the charges. Since at that time I hadn't even received my first bill, they couldn't say something like "Waiver of Rs.30 for OsiUCrickNews and waiver of Rs. 2 for OsiUSports2RsDP will reflect in your next bill". Anyway, I want "waivers" for those services too.

RCOMcare, kindly note that I DO NOT want those "waivers" to reflect on my NEXT bill. I want you to make the current bill (bill no. 323773466295) disappear into oblivion and create a new one with those charges "waived". Also, that advertisement (caller tune), "To experience superior 3G services, switch to Reliance", is still active. Kindly deactivate it.

Hi Anindya,

We hope that we were able to assist you with your concern to your satisfaction. In future, you may also write to us at Reliance Mobile | Facebook.

Regards,

RCOMcare

Once again another VAS pack has been activated on my connection and Rs. 30 has been added to my unbilled usage. This time it is "SymSHealth". I knew this was going to happen again sooner or later but was hoping that it wouldn't because of this - articles.economictimes.indiatimes.com/2011-07-04/news/29736046_1_consultation-paper-providers-vas . As usual, the VAS pack was activated "silently". I did not receive any notification about it neither was I asked for any confirmation.

Also, that annoying caller tune that advertises Reliance 3G services is still there. Here is a recording of the caller tune - mediafire.com/file/lbelpbgfmnujo22/reliance-3g-caller-tune-ad.mp3 . I seriously doubt anyone will be switching to Reliance after hearing that.

Anyway, please ensure that the above mentioned VAS pack is deactivated and the charge removed before my bill is generated on August 5. And kindly also remove that annoying caller tune. When people call me, I want them to hear the regular tone that indicates that the phone is ringing.

My Reliance relationship number is 500002147832. I hope you will be able to locate my phone number with that. If not, please let me know and I will once again send you my phone number through a private message.

Originally Posted by Anindya1

Once again another VAS pack has been activated on my connection and Rs. 30 has been added to my unbilled usage. This time it is "SymSHealth". I knew this was going to happen again sooner or later but was hoping that it wouldn't because of this - articles.economictimes.indiatimes.com/2011-07-04/news/29736046_1_consultation-paper-providers-vas . As usual, the VAS pack was activated "silently". I did not receive any notification about it neither was I asked for any confirmation.

Also, that annoying caller tune that advertises Reliance 3G services is still there. Here is a recording of the caller tune - mediafire.com/file/lbelpbgfmnujo22/reliance-3g-caller-tune-ad.mp3 . I seriously doubt anyone will be switching to Reliance after hearing that.

Anyway, please ensure that the above mentioned VAS pack is deactivated and the charge removed before my bill is generated on August 5. And kindly also remove that annoying caller tune. When people call me, I want them to hear the regular tone that indicates that the phone is ringing.

My Reliance relationship number is 500002147832. I hope you will be able to locate my phone number with that. If not, please let me know and I will once again send you my phone number through a private message.

Hi Anindya,

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

Regards,

RCOMcare

Hi. I have PMed you my Reliance GSM number.

A bill was generated on 5 August 2011 with the Rs. 30 charge for the VAS pack in it, but according to the bill it was charged for "SYM S Stock" and not for "SymSHealth". But when I send the "MYVAS" text message to 55333, I receive a text message according to which the only service active on my connection is "SymSHealth". Here is a screenshot - i54.tinypic.com/fxwbvd.png .

Anyway, kindly deactivate that "SymSHealth" or "SYM S Stock" service (whichever is active) and refund that Rs. 30 that I was charged.

Also, I still haven't heard from you so I have once again sent my Reliance GSM number to you through a private message. Please check your private message inbox.