This is the email I have sent to the customerservice@vsnl.co.in and I am planning to go to the consumer court for further action:
Dear Sir/Madame
This email is a grievance complaint with regards to my pre-paid account with you.
User name: mita.jha
This is to bring to your notice that I have been continually harrassed by the service provided. The details are mentioned below:
Now my accout is in negative and I have no access to internet. If you look into the account details you will see that I purchased the connection within the last 2 weeks and everyday there was a ticket raised for some or the other issue. I have never been able to fully utilise the service. On one day the connection would be lost for 2 days non-stop as some one had plugged off the hub in the area and some day there would be no connectionn at all to the local area network.
Currently I have no access to my account also. The system does not let me log on to my accont page also from my office internet.
When I called up the customer service and spoke with Accounts dept., they told me that I had a 2 MBPS PACKAGE with 6000 MB download limit which has been used up already, when my understanding was that I had a normal 64 kbps connection that was unlimited for 6 months with no download limit.
Technically, the internet was available only for 6 days and I can’t imagine using that 6 GB limit in those few days. They say that a virus must have used up all the space.
The second thing is that at the time of ordering the connection, I spoke with your engineer, Suhash and ordered for 64 kbps connection which has no download limit and has unlimited use for 6 months package. When I spoke with Suhash he blames my mother, who is unaware of internet terms and technology, for choosing the package. He says that he ordered the plan as my mother chose it but my mother says that she told him to set the package what I had told him over the phone. Suhash simply blames it on my mother that he just did what he was told from her. This is being manipulative towards some one who has no clue about the package and usage of internet.
So technically, I have got continued disconnection in the past few days of the connection that I have had from you and now I am told that my 2300 rupees have gone down the drain as some virus must have used up all the download limit which I did not even have clue that there was a limit in the first place. I NEVER ASKED FOR THIS PLAN WHICH HAS BEEN DELIBERATELY PUSHED OVER US AND NOW FRAMED AT MY MOTHER. She just told the engineer(Suhash) at the time of installation to set the plan what I and him had decided, and I had specifically told him to set the 64 kbps plan so that I had no worry for the next 6 months. Now I am being told that I cannot use it anymore and that I have to pay for the 64 bps package one more time that is another 2300 rupees for just 6 days of proper use. So I have to pay the same amount one more time to resume my service which was supposed to have been paid for already?
This is just not acceptable and I will take it up to the consumer court if I get no satisfactory resolution. I will also go to forums and highlight on this way of conducting business and ways of getting unwanted package to the naive customers which they could easily blame on some virus for the expiry of the download limit. There are too many hidden strings attached that people would want to be aware of with Tata Indicom broadband and they would also want to know how they could be slapped with a plan without their knowledge. As per the virus part, my laptop is brand new and has the latest version of the Symantec anti virus.
In my opinion it is bleeding customers. I would request an immediate action on the same.
Kindly help me here.