My Docomo SIM card has an ISD calling pack of Rs.59 which was activated on the 1st of November, 2010 and has a validity of 30 days and is hence, valid up to 30th November 2010. However, at the time of activating the plan and on asking for details, none of the present agents in the Tata Docomo office informed me about a "capping limit" of 440 minutes/month, which is exceeded, would result in 11paise/second calling rate to a mobile number in the USA. The 59 plan is for cheaper rates for calling numbers in the USA and Canada. It is supposed to give 1paisa/second calling rate = 0.60paise/minute from 1st to 30th November.

On 16th November, Rs.118 in my account were wrongly charged without informing me of having crossed such a "capping limit", which I was not told about in the first place. I was being charged 11 times the rate that I should have been charged considering the plan had been activated. I filed a complaint at the Bajirao road office of Tata Docomo and was told that by this morning, everything would be resolved as due to an error in their system, my balance had been completely deducted and calling rates were wrongly applied. This morning, the same happened again and so I called Customer Care at 121 and asked to speak to the manager. The gentleman, Mr.Ashok Londe assured me that within 2 days things would be back to normal and that my entire mis-deducted balance would be reimbursed 100%. He said if it is not done within 2 days, I should get back directly to him.

Hardly 3.5hours after that conversation, I received two back-to-back calls from someone at the Docomo office [back end] and the lady said that apparently my minutes had exceeded their so called capping limit and hence, I was being charged high rates and she said there was nothing they can do about this and my balance would not be returned to me. When I mentioned to her after a long patient explanation initially, about consumer court, she immediately handed the phone to someone else.

Mr.Vinod Chauhan, who spoke to me after that, informed me of the same things I had been told earlier and when I said that if their employees and agents cannot give the consumers the correct information and that he could either resolve my issue fairly because it was no fault of mine or he could face consumer court, he was extremely arrogant and rude and said that I would definitely not get my balance back and I could "go wherever I wanted and do what I wanted".

It is unacceptable to be spoken to in such an audacious manner by a customer service person no matter what his post might have been. I would like to register a complaint against Tata Docomo and/or Vinod Chauhan for rude behaviour and would like a full reimbursement of my balance.

Thank you.