Complaint Details

Status	:	Closed
Complaint No	:	0003015/2013
Category	:	Service Provider
Date	:	24-01-2013
Subject Line	:	Inefficient TATA PHOTON
Complainant	:	Lalit Kumar
Address	:	D-143, Belvedere Park
Complainee	:	TATA Tele
Address	:	D-143, Belvedere Park

Complaint Details
I was one of the most unfortunate subscribers of TATA PHOTON & TATA VOICE services. I selected this lousy service provider for voice & data sometime back in the
month of August 2012. My voice connection never activated in spite of completing all my documentation and repeated calling at call center. My data card (Photon) had pathetic services in the era where 3G, 4 G & UMTS options are available. I patiently called customer care thinking that may be something is wrong with my configuration,
although I am a qualified Telecom engineer and had work experience of more than 10 years in telecom domain, so could have sorted out any technical glitch at my end myself but still pursued to call at Tata Call center's uncourteous and unsupportive staff. Then finally, I decided to disconnect such a dismal services on 21st August without actually using any of the services. Neither Voice nor data was used so cancellation request was raised through writing down a mail (Exhibit 1) and parallely calling customer care. I got series of service request no. as I was calling them very frequently, first to get my resolution then for cancellation but each time they were unscrupulously closing my request without actually disconnecting my services. I guess, if I have to manage such services, I would have sacked Customer care director and his deputies for not been able to monitor their services and processes.
I was insisted upon to settle the first bill then only cancellation can happen, although I never enjoyed the services and Voice was not even activated but still I wanted to get away with unnecessary hassle for small amount so I paid on 12 Sept’12 (transaction no. MAM22808168225,through online payment) and wrote again to disconnect
the services unconditionally (Exhibit 2). After that I never bothered to look back if my services are disconnected or not but I already had requested number of times to
disconnect. The only reason I could guess not been able to close this case, may be due to business head’s greed for revenue or subscriber base, they must have instructed their next line in charge to make the disconnection process so difficult so that it can be deferred by few months as you can see in my case.
My minimum charges kept on creeping up on every monthly bill and so is their notional revenue so that they can get decent appraisal at least for this year, I am sure there would be hundreds of such cases who struggle for disconnection. As the process of rotating such client, from cancellation bucket to retention bucket to waiver bucket itself
is 3-4 months cycle time, which is good enough for them to defer any cancellations. Only once in a year bad debts are declared so all heads (business head / customer care head /retention head/revenue assurance head, etc.) are safe and will not get beaten up in every monthly review. So they choose to make the customers bleed at the expense of their
comfort.

Now Tata is taking legal route to recover the money from which me which is unethical and shameless, I wonder if law would support such brazen officials.

Regards,

Lalit Kumar (9999890059)

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