Location/place: Kota, Rajasthan
Name of company/service: Tata Docomo
I am writing this complain after getting completely irritated and disappointed by the services of Tata Docomo, Our family has around four tata docomo numbers and using their services continuously for more than two years, and the complete expenditure by us is above 1000 per month.
But recently I have experienced really irresponsible and non-professional behavior from Tata Docomo and their costumer care representatives.
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Number : 8233382427
Registered in the name of : Ajay Kumar Dwivedi
Circle : Rajasthan
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1. This is my father’s number. I recharged this number (given above) with Rs. 126 2G data pack on 25th of May, 2013. And got the confirmation message of recharge as well as activation of pack. The point to be noted is that their costumer care claims that this pack works on roaming as well. And when I asked them that do I need to do any different settings for roaming, their response was a clear “No”. When I used internet through my phone in Uttar Pradesh, more than 55 rupees were deducted from my balance at different times. I called costumer care and explained this to the lady, but she was least interested in even listening to the problem, and started to give different reasons in the name of technical causes. (I am myself a communication engineer, so I know whatever she said has no meaning) I told her that I am also an engineer, so please explain the terms that you are using and tell me how my balance was deducted, she disconnected the call from her side.
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2- The interesting part starts from here. Next time when I tried to call costumer care, my number was “blocked” from calling costumer care, and I am not saying this casually, I tried their costumer care number 121 as well as 198 (general complain helpline) from this number more than 15 times, and each time it said that “all costumer care representatives are busy” and in place of putting me on hold, call used to get disconnected. At the same time , I tried to contact them through two other Docomo numbers, and call got connected without a problem.
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3- As far as I know they can block me from calling costumer care only if I use abusive or bad language for them. So, I decided to record the calls next time, my number was blocked for next 24 hours, after that when I called again, and explained the whole problem again, costumer care representative first told me that my data pack was cancelled v=by the retailer after few hours of activation (which was a clear lie), as I just checked through costumer care before that, and was informed that its active, when I said this, she said that actually the retailer cancelled 50% of the data, and not the complete pack, when I asked her to explain how it can happen, she said that she is transferring my call to her senior. After waiting for a long time, another lady picked up my call, and again I had to explain everything (not to forget that this call was being charged as well) and now she told me yet another story (I don’t know how can there be so many reasons for the same problem, and which one of them were telling a lie). She told me that the money was deducted because during roaming another company’s network was picked up by my handset, and though the datapack works on roaming, it doesn’t work if network was changed, so I need to manually select the network to use the plan, technically it is correct, but isn’t it the responsibility of costumer care to inform this when the costumer asks a direct question about “any” setting that is needed to be done on roaming.(as I described in beginning) and moreover what was the story of all other explanations that were given earlier for the same problem, earlier (I have that call recording with me), are those cost. care representatives instructed to give any random and false reason to costumer to avoid them. Now when I told this senior representative that I am recording this call to use it further, her tone changed completely and in the end she said that you can ask any other question apart from this topic.
Moreover when I asked her if their terms and conditions anywhere say that such deduction can be done, she said that also it doesn’t say that we can’t deduct money in this way (Wow, what a logic)
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3- Now again my number was blocked, and I couldn’t call costumer care, I followed the instructions of that lady, and selected “Tata Docomo” manually in my phone settings. I used internet, for that moment, it worked fine. So, I decided to everytime manually select network before using GPRS service. This conversation happened on 28th May,2013 in afternoon. But in evening again around 30 rupees were deducted from my balance out of no where (It was surely not due to internet, because I used internet only twice after that, and each time, the moment I stopped using it,I got the session summary which said that data is deducted from data pack, and also I didn’t activate any plan or service). I tried to call costumer care but my number was blocked as usual. I was wondering how it happened, and then again 35 rupees were deducted in night, again without any reason, I just kept getting messages that this much amount is deducted and no other detail.
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4- I have no idea what this company is doing with my number. I am planning to discontinue all my relations with Tata Docomo, discontinue all my current Tata Docomo numbers, and will never buy a single sim of this company. I will tell as many people I can about this cheating, to make sure no one in my friend circle uses their service. And if my problem is not solved, I may think about legal options through consumer court, claiming the deducted balance plus the compensation for inconvenience. I have that call recording, in which I was given three completely different reasons of the same problem, by two different costumer care representatives, and it clearly shows how they give different false facts to user so that he may atleast believe one of them. I am myself in the profession of mobile communication, and know that these practices are clearly against the ethics of the profession, specially deducting the balance and at the same time keeping the costumer blocked so that he can’t even raise a question, as if this is some kind of revenge for complaining. I am waiting for a reply based on facts, not a general “We will see into the matter” type reply. And also want my money back which is deducted without any reason, I can provide you the call recording, you can inform me if it is required.
Tushar Dwivedi
S/O Ajay Kumar Dwivedi
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