Location/place: Kolkata ,West Bengal
Name of company/service: Reliance communications 3G data plan
by ANUPAMGANGRADE on 03/10/2012
I bought a 3G data plan of reliance prepaid connection no. 8100416745 through
online transaction from www.rcom.co.in on 29th september 3:38pm.
As soon as I recharged after about 5 minutes I checked my data balance which I
found to be 102.31 mb. According to my plan of 153 rs , I was supposed to get
1Gb data with 10 percent extra data on recharging online thus total of 1.1gb 3g
data. I was shocked to know that I received only 102.31 mb data and I contacted
immediately to customer care. All this led to following events :
1. I called up at 198 with extension of 3g services which is designated for
customer care complain for 3g services but after explaining my problem I was
told to contact another no on 198 with extension 601.
2.when i called up at 198 extension 601and also at *333 many times on the
same day but just once I was told that they can only tell the amount of data I am
left with and put me on hold and hanged up.All other times the call got cut from
their behalf.
3. I again called on 198 with 3g services extension, I was again told the same
story with some extra facts that I recharged my cell at morning 9:53 am which I
didnt (I recharged at 3:38pm) .Next fact was given to me that since morning I
am using plan and I consumed rest of the data and then I insisted on talking to
higher authority. My call was transfered to senior authority but then another
fact came across , I was told that I have a balance of 923 mb data left in my
account and I can still use it.I was told that there was some problem in the
system so when I am sending MBAL TO 55333 a wrong message is being
delivered by system to my no. It means that I have 923 mb of data remaining
with me but system is howing just 90 mb.
4. when I further confirmed I was told that I could use my 923mb data without
any problem and no charge will be cut from my balance.
5. After that on believing customer care higher authority I used my data keeping
a full record of my usage. As soon as my 90 mb of data got consumed I was being
charged for further usage and by balance started reducing.
6. I again tried to pass the same information to customer care and tried to
complain regarding the problem on 1st october 12:19 pm at 198 and 3g services
extension but I was told that call at 198 extension 601 for the same problem.
7. when I CALLED AT 198 AT extension 601 at 12:34 pm I was told that some
work is going on their system.When I insisted on registering my complaint I was
told that they cant register as their systems are down.I requested to register my
complaint manually but I was told that they dont have any policy to register my
complaint manually and I should call back after 2 hours.When I requested that
when their systems are done with maintenance they should call me. In response
to it I was told that its not possible for them as they dont have any such policy.
8. in the evening I called up again at 6:41 to customer care , but I was told that
my number has been transfered to their technical department and they can not
register my complaint as technical department will make approach to me within
24 hours.
9.after waiting 24 hrs when still I did not receive any call from technical
department or customer care I tried contacting the customer care executive by
myself but amazing to know that I am not able to connect to customer care
through my number and a recorded sound is being played in place of customer
care executive in which i am being requested to go online and search any
information on rcom website.
10.Then I tried calling on appellate authority of reliance communication kolkata
office at no. 18602002011 then I was told that my data was completely consumed
that is why my balance amount was charged to me. And call was again cut
without registering any of my complaint.
11.I am completely helpless and traumatized as I could not use the service I
paid for .
12.I could not send my CV to the company I applied for job in time and I lost my
job opportunity because of that.
13.Further I am being cheated by the company customer care executive officers
for providing me wrong informations and misbehaving by cutting my call in
between conversation and not registering my complaint too.
14.I am left helpless as I am not able to even call to customer care executive as
they are playing a recorded tape and cutting the call.This has happened with me
many times since 2nd october 2012 to 3rd october 2012.
Please find below my last mail to the appellate authority
To
Mr. Mahendra K Pandey
Appellate Authority
Calcutta circle
Dear Sir,
I am facing trouble in registering my complaint with RCOM regarding 3G data
pack recharge.I am trying to contact customer care for my grievances from 29th
sep 2012 onwards but i was told different versions by different customer care
executives and it left me with a feeling that the customer care cell is not
interested in solving my problem. Iwas also told that the company has no
provisions for registering complaints and now my calls to customer care cell is
blocked.I have recorded all the conversations with the customer care cell as a
precautionary measure. In my last conversation with customer care cell i was
told that the technical department of the company will contact me in 24 hours
and to my surprise that duration has also elapsed.
I seriously regret my decision for using RCOM and will changeover my
connection very soon. I have suffered a lot of mental harassment and inspite of
all this i am told that the company has no policy of registering complaints. In
this regard i am putting up a compalint with consumer forum and if my case is
not solved respectfully i will be forced to file a case in consumer court and i will
provide all the recorded conversations in the court of law.This is a case of
cheating customer and causing monetary loss and mental harassment.
I am fed up with the services of RCOM. Thank you so much for such an
extraordinary service.
yours sincerely,
Anupam Gangrade
8100416745
{ 1 comment… read it below or add one }
anupamgangrade October 6, 2012 at 07:51 [edit]
1.after all I contacted reliance communications appellate authority office and
my complaint was taken and I was issued a complaint no. on 3 october 2012.
2.After two days on 5th october I received a messege from reliance that “Dear
Reliance Cust as per SR 188678210 the Bonus Talk Time could not be credited as
their is no Offer as per the Recharge OR otaf Date”.
3.first of all I complained regarding data plan not talk time.And secondly I
recharged through reliance website http://www.rcom.co.in and confirmed the
plan on phone with appellate authority executive. So now if they are saying that
there was no such offer then they are completely ruining authenticity of the
rcom website.
4.In response to it when I called on customer care at 198 on 6th october 12:50 I
was handled very roughly by customer care executive. I was told that there was
no such data plan and when I wanted to explain my case I was not even listened
properly.
5.When I wanted to know that why they are saying that there was no such
plan I was handled very badly.It was there and it is still there on rcom website. I was told that I
can give another complaint and just like that when I wanted to ensure what
complaint has been written now I was completely ignored. I am fed up giving complaint again and
again to reliance at first they were not taking it and now they are taking it but
not processing it correctly.
6.I have all call recordings as proof with me and if required I can provide it in court too.
Anupam Gangrade
8100416745
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