Dear Sir/Madam,

On 20th November, I requested Gati Couriers to deliver cartons containing personal goods from Hyderabad to Mumbai. In my conversation with the concerned Gati personnel, I mentioned that I am unaware of teh weight of the cartons, and hence it would be better if he sent someone with a weighing machine and a tape (Gati either takes the weight or volumetric weight while charging for their service0. I am familiar on how Gati charges for it's service on account of working with them before. However this person did not send anyone with a machine but instead sent a bill of 757/- (Seven hundred and fifty seven only). As this was under my budget I sent the cargo and returned to Mumbai.
After three hours, I received a call from this personnel asking me to pay one thousand rupees more. On inquiring he said that the freight was overweight and I would have to come to Hyderabad to collect the cartons else they will be misplaced and he was not going to be responsible for them. Unable to do so and shocked at the rude behaviour, I called the customer care number who assured me that they would take care of the matter.
That night I received a mail from Arun Wagh (Customer care Agent) who suggested that I pay only 750 extra and my cartons will be delivered.
21st November
In my reply mail, I told Mr. Wagh that i will not pay anything extra as I had made arrangements to carry the extra weight of my goods via flight if the price of the service went over 900 Rs. Due to the Gati personnel neglecting my demands, I am now forced to bear the extra cost through no fault of mine. I requested that he send the goods to my place and an agent with whom I can talk face to face.

22nd November
Mr. Arun Wagh asked me to send a fax cop of the bill that I have which I did. After that they was no reply from any Gati personnel.

23rd November - 26th November
I received a call from a certain Asha Agrawal, who informed that I have to pay more as my cartons are overweight and if I do not do so, Gati is likely to misplace the cartons. After much talk, we agreed that I will pay an extra 500 Rs. and my cartons will be delivered.
A few days later, I get a call from the Gati personnel in Mumbai saying my cartons have arrived and that I have to pay an extra of 1200 Rs. I relayed my conversation with Asha Agarwal, however they replied that they had received no such notification.
I called Madam Asha and requested an explanation as to why am I asked to pay 1200 when it was agreed that I would pay only 500 extra. She gave a rather long-winded reasoning the gist of which was she could not provide the discount to me. She asked me to come to Hyderabad and collect the remaining 500 or so rupees. I wanted to discuss this matter more however she said ,"madam this is a small matter for me so please do not disturb me."
I reverted back to Mr. Arun Wagh who said he would look into the matter and get back to me.
27th December- Present
On 1st December, I again called on Mr. Arun's number however the customer care agent said that Mr. Arun was on the phone with someone else and he wouldn't be able to help me. He asked me to scan the bill and send it to him. I said that Gati already has a faxed bill and scanning will take time as there are few such shops nearby. he insisted that if I wanted a fast resolution, he would need a scanned copy. Despite the mounting bills from phone calls, and fax , I scanned the copy and sent it over.
A personnel from the compliant dept. called me and said that since I refused to pay, my goods were still in the warehouse. I relayed my conversation with Asha and said that I had clearly mentioned that I would pay an extra 500 (five hundred rupees). I was told that an octroi charges were also levied on my goods. I agreed to pay that too- thus i would have to pay 500 Rs. + Octroi charges.
He promised me that my goods will reach me by 3rd December.

It's been 14 days since I have booked this service and all i have received is empty promises and the gnawing doubt that my cartons may have been misplaced or damaged in some way. Despite my agreement to pay (500 + octroi), whenever I call the customer care number, i am given the same answer- that my goods are not being delivered as i have refused to pay the amount. Conversations are not being updated.

Thus, I have decided to file this complaint here as to how to proceed on this matter.

Thanks,
Leena Naik