I would like to share the worst experience in ever had. MTNL was the culprit this time.
I had purchased a Dolphin Card from Mtnl in the beginning of May 2003; I also opted for a free number. I was using the card actively and the free number was being used the maximum. Then on 24th may 2003 an ad came in the papers, free number will no longer be available on any new dolphin connection. To avoid any confusion I called their customer service immediately. They confirmed to me that the free number is not available on any new connection. When I asked them about my connection they assured me that I can keep using the free number till 31st May as I was already an existing subscriber and the ad was applicable to new applications. I called them up at 5-6 times during the period between 24th may to 31st may, spoke to different customer service executives. They all confirmed to me that I could use the free number till 31st may 2003 and I will be not charged for the same and if I called the free number after 31st May I will be charged.
I decided to cancel my connection around beginning of June. I called the customer service to cancel my service and I was asked to go to the prabhadevi office. As I reached there I saw a huge queue in front the helpdesk. There were people shouting, fighting all chaos. After standing in the line for a long time I was asked to go on the a particular floor and meet the officer for cancellation, the officer after checking said that there few charges which will be deducted from my deposit and the balance money will be sent to me and diverted me to another officer for putting the stamp on it. Then I was asked to submit the same on the ground floor...in the same line I was standing before. A person next to me had come for the same thing and he had actually taken a half-day from his office to complete the formalities. He told me that I would have to submit this here so it would be better to take a Xerox and keep for record purpose. The entire building or no place near has any Xerox machine or shop. Had to walk in the hot sun for at least half an hour searching for Xerox shop. I had to come back and again stand in that long line and finally submitted the same.
I was relieved that it was all over...hold on..It wasn’t over. After a weeks time I got my first bill...the amount due was Rs.2/-, I called up the customer care and they said that I don’t need to pay anything and my account was totally clear no outstanding from my side.
Next week I get another bill Rs.400/-payable and 2 days after I get another bill approx rs.800/-payable im shocked to my core. After a repeat visit to the prabhadevi office and meeting the AGM there.
They finally checked the same and finally came to a conclusion that this Rs.800/- is payable as I had made calls to the free number between 24 may to 31st may...I was stunned. I argued with them saying that their customer service has confirmed and promised me that I will not be charged till 31st May and guess what he says...You read the ad then why you had to call the customer service...I explained to him that the ad was not very clear hence I called the customer service for clarification. He tells me that I should not have listened to what they say but follow the ad.....Hello...how can an AGM say that don’t listen to customer service people...don’t they belong and represent the same company?? Aren’t they the first people one comes in contact with??
Anyways all my pleas fell on deaf ears. I was asked to draft a letter pleading for deduction of those charges and they would give it a thought or I could go to the consumer court.
I have drafted a letter and im going to send the same and if no response is recd then consumer court is the only option left.
I hope nobody ever goes through all this for just using the card for 1 month. I hope nobody ever goes through all this for just using the card for 1 month.