I have been having issues with my reliance prepaid from the 9th of June 2014 and the problem is still not fixed and every other day i end up being on the phone for more than 40 mins to get a complaint number which get closed after 2 days with no resolution. My number is 7666180158.
The issue (as short as i can put it):
On the 9th June my STD pack got renewed automatically but i was not getting the benefit of 1Re. for 3 minutes instead i was losing 0.75p per min. I didn’t notice this for a while and when i did find out i called up customer care and i was told that the 23 Rs plan which i had is no more available as STD pack for 30 days validity but it is now a data pack of 100mb for 1 day validity. But one Supervisor whom i think is till now the best person i have talked to said that i being an old customer am still eligible for that pack and hence need not recharge for a new STD pack instead he said he will raise a ticket [221969931] so that the system fault can be fixed and i can start getting the benefit of 1 Re. for 3 mins on STD calls. Within 2 days that ticket was closed by some illiterate idiot who didn’t know anything about his work stating that it is a data pack and i don’t have any STD packs active in my account.
So i was forced to callback and get another ticket raised for refund as they said the pack is not valid and hence i will have to get another STD pack activated. I didn’t activate an STD pack but still got a ticket [222135822]created hoping some responsible person will go through the issue and understand it this time and if he doesn’t will at least post a waiver of Rs 23 as the amount was deducted from my account and i did not get any service/benefit.
After 2 days i came to know that the ticket was closed saying i am not eligible for wavier or refund as i opted for a a data pack and there is no such STD pack. So i called up and spoke to few agents and then few in the senior department too and they said they cannot raise another ticket but they see that auto renewal pack is still active so have deactivated it. THIS PERSON SAID THAT THE AUTO RENEWAL PACK IS DEACTIVATED and that there would not be any more auto renewals in future and to recharge with an STD pack as there is no STD packs active in my number 7666180158.
On the 3rd of July, I sent a mail to the appellate authority of Reliance and they sent me a ticket number [222236908] promising a refund. Later i went ahead and recharged my account with an STD pack of Rs 36 which will give me a benefit of 0.40p/min.
On 6th July i got a message from Reliance saying that my request is processed.
On the 7th July 2014, i again had Rs. 23 deducted from my account and after that deduction i started getting charged 1Re. for 3 mins which was my original plan and the same which was told by the respective employees of Reliance as no more available to me.
So i called up the appellate authority and i spoke to a gentleman who never revealed his identity but was very rude and was constantly talking with a lot of pride and never understood my problem. Finally he said he knows what he is doing and the problem is all because of my mistake as i recharged and confused the system with 2 STD packs. Plus he kept on changing his statement with respect to the pack details as he said he cannot see my renewal detail on 9th July n later he was able to. He finally said he can only get the waiver of Rs 23 for this month as auto renewal happened after i had another pack activated. But the crux of the matter is that i was told by the same company employees that the pack is not available anymore and later after a month when i start getting the benefit of my old pack, this person from appellate authority said he will raise a request to cancel my original STD plan which is there in my account active now(1 RE for 3 mins) as i am an old customer of Reliance and replace it with the new pack i activated on the 3rd of July which will be 0.40p/min.
My Question:
In which way does this make sense ?
I have spent quite a lot of time on the phone and never got a resolution but got to speak with real idiots who
gave real stupid excuses without even reading my case details or understanding the issue.
How is it a particular pack is removed and the customer is not intimated about it. ?
How is it a pack does not show in any of the employee’s system but it gets auto renewed ?
How is it your own employees don’t get to see my account details about my renewed account summary and they keep on passing the buck ?
I am pretty much clueless as to what can Reliance can do to make me a happy customer after putting me through real trouble.
Hoping to get some positive response from someone who can take responsibility for the mistakes done by their employees and provide a solution and get amount refunded for all unnecessary deductions i had.
Suneesh Simon
7666180158
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