Complaint Details

Status	:	Resolved
Complaint No	:	0004042/2013
Category	:	Telecom
Date	:	03-04-2013
Subject Line	:	Wrong Bills, Wrong commitments, Unlawful Recovery Calls
Complainant	:	Deepak Jain
Address	:	X-2850, Street-5, Raghubarpura-2, Gandhi Nagar, Delhi
Complainee	:	Tata Teleservices Ltd. (Tata Photon)
Address	:

Complaint Details
I was using two Tata Photon Numbers for more than 02 years and was paying its applicable bills regularly. Then one of these numbers 9268563061 (A/C-908194154) went out of use and I requested the company to cancel the number. There was NO OUTSTANDING on this number at that time. The executive did not cancel it rather put it on suspension for 06 months. After 06 months, the number got re-activated and I got a message for this. I again contacted the customer care of Tata Photon and asked to its cancellation. This time the executive requested to use the number for another one month and then get cancelled. With no information, he also changed my plan from 950-Unlimited to 250-Limited plan. I used the number for a month and to my shock I got a bill of more than 4000 INR in the end of the month. When I contacted the customer-care again, they informed me about the change in plan BUT they do not have any request for change in plan from my side.
I launched complaint with them but got no response.
Then one day, Ms. Neetu (Ph. 011-64735096) called me informing me that the bill has been settled and I only need to pay 600 INR. I paid the said amount very next day and did not get any more calls for about two weeks.
But then again, another call came asking me to pay the remaining amount of 3489 INR. I informed them about the things and asked them for resolution. They asked me to pay only 50% of the amount the close the case. But this was no justice. I told than that I am not asking for a waiver of 50%, but a true justice. They surrendered saying that nothing more than this can be done.
Finding no hope, I decided to surrender BOTH of my tata-photon numbers and revoking all relations with this company and I applied for cancellation of both of the numbers. Very next day of my cancellation-application, I got a call from Ms. Jyoti (Ph. 011-66587420 and 011-66587450), another customer care executive of Tata Photon. She asked the causes of my dissatisfaction and I told her the truth. She promised me the waiver of entire amount but 400 INR and asked me to pay only 400 INR.
She also gave me a complaint No. 354471707 in which she mentioned all her commitments. Next day I confirmed about the same from the Customer Care of Tata Photo. The same was also confirmed by two other customer care executives Vikram and Gurpreet (on 18602665555). They confirmed that the waiver has been mentioned as commitment in the resolution-log of the mentioned service-request ID.
Based on these confirmations, I made the payment of another 400 INR, expecting the issue to be resolved and again contacted the Customer Care to close the things.
BUT again, to me disappointment, they told that they have not received a Service Request for the waiver, although the same has been mentioned as commitment in the complaint. For this, they tool another complaint and gave me complaint ID (354828843).
I got a call from Ms. Meetha assuring a resolution soon. I also got a mail from her assuring to resolve by 28th Mar 2013 end of the day (listen@tatadocomo.com). This complaint was expected to be closed by 28-March-2013 but on this day I received a SMS that the complaint 354828843 has exceeded the closure timelines. The team is working on it and will be closed in next two days.

This should be mentioned here that although this entire process is running in parallel under official processes and records, their recovery agents (All Females) kept calling me to get the payment and I kept telling them the things.
On 03-April-2013 I got another call from another so-called customer care executive asking me to make the payment. When I asked her what happened to my complaint, she told “We are not responsible to close your complaints, pay the amount and this get get closed automatically, otherwise you will face consequences”.
I got really shocked that even after all my cooperation, and following as per their own promises, I am listening these words from them, and I decided to go another official step by complaining against them in consumer forum.
I have written e-mails to their authorities to look into the matter before it gets worse.
I request the authorities to take immediate actions and get the issue closed as soon as possible.
Regards,
Dr. Deepak Jain
[Ph.D., MBA, M.Tech., B.Tech]

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