The Chairman Reliance Infocomm
Reliance Industries Limited
Subject ? Incorrect & Late billing of mobile no 9341286631 (080-31886631)
Dear Sir,
I would like to lodge a complaint against the unjustified and tormenting services that I have received from you for my reliance dapo connection. I bought the connection on 20 May 2003 by paying Rs.3500 upfront rest monthly bill of Rs.600 per month.
Everything went on fine till the month of November03.
The shock came when I received my Dec 03 bill in Jan 04 of the amount Rs.2055.53 Statement no 200565103551 Statement Date 20/1/2004. I used the mobile in roaming in Dec 03 month as I visited Delhi. In the bill I was charged Rs.213 for my local calls after adjustment of my 400 minutes which I never made so many local calls and whatever calls I made after coming back to Bangalore to Delhi (Reliance to Reliance calls have been charged as STD calls.)
I was also charged for all the missed calls that were given and received while roaming which is unjustified. This issue is common with all the reliance connections at that time, where missed calls were being charged all the time and numerous people have complained regarding the same. I also complained for the same too.
I checked my bill online and visited your M.G road web world complaining of the incorrect billing. I gave a written complaint and promise was done billing will be adjusted and corrected and they will pull out the details of all the calls made and will be provided to me, and missed calls billing will be corrected. A week went by no calls, I visited the we world second time 23 Jan 04 , complained again for the same, they said that something will be done and asked for a weeks time for the billing department to get back to me. I waited for another week, no calls no response again.
I visited the web world again the 3rd time on 31 Jan 04, again was asked to lodge a written complaint the 3rd time, this time I spoke to the manager again and was smart enough to get a photocopy of the complaint given signed and stamped by your web world manager. I informed him that if my billing is not fixed I will not pay my Dec 03 bill. He promised and apologized as I had to come 3 times and said it will be fixed I will get a call.
I got a call in second week of February and another one in first week March, I explained the problem to them, they understood and promised it will be fixed and someone will get back to me no one ever did. Many calls but no response, I clearly told the manager at the web world and the complaint department people that I have made numerous efforts, but to no avail, and if they don?t fix my bill, please don?t expect me to pay it.
I received my February and March bill which I paid on time. I dint pay the Dec 03 bill dues as no one bothered to fix that issues in spite of numerous calls to *333 and complaints.
In April 03 when I called *333 I got another surprised they said that I had requested for deactivation of service, which I had never done, they said that they received a request for deactivation of service, I told them I never did and I am happy with the service only thing is that my Dec 03 billing issue is not solved which I was again promised will be solved soon.
The next problem started in May when I didn?t get any bills, for April , I complained regarding the same, and the same thing kept happening in June ? July all the times I called they said that system has not generated the bill and I will receive it as soon as its generated, and that they could see I had raised a complaint in may for non receipt of bills and I had done ample follow up on that, even went to the we world many times but no avail, even their they couldn?t show me the bill, clarify didn?t show anything, same was the case with online bill checking after march no bill appeared.
In august mid my STD service was deactivated for non payment of bills, I again called up asked them to send me the bills, and clarify the matter, went to the web world and was informed there that the system showed nothing, no details no information, what can I do in such a case, I asked to escalate the matter and get it fixed, they promised it will be done.
Nothing was done, Mid October my line was deactivated, again a trip to web world no use and again many calls to *333 no solution, system doesn?t show anything complaint will be raised something will be done. Interestingly many people called me in between for my address verification which I did so that they can send me the bills, but no one bothered to send any.
Now on January 29 05 I receive a bill of 9000+ and I am asked to pay my dues, and clear the account. I went to the web world and again no help they can?t pull out any bills from May to September, when I asked about my earlier complaints they said they didn?t respond and changed the topic, eventually, nothing happed and they asked me to write to the chairman?s office as the manager their understood their was a Big Goof up on reliance part in billing and addressing my complaint and , that I am being harassed now as a consumer, I even showed him the written complaint given in Jan 04, which the system didn?t say anything about, how surprising isn?t it.
The same was the experience when I called *333 their Ur customer service representative, gave a different story, that I had made only one complaint in May and nothing else and questioned my integrity, that why didn?t I complain on non receipt of bills, this was frustrating and made me turn furious like hell, I called so many time, if there is no record is it my fault, and on top of that I get to her if u didn?t get any biils it ur responsibility to call us which I did but the system doesn?t show, on top of that he questions me that people contacted me and I didn?t give my address.
I never changed my residence the same address for last 2 years, and 1 or 2 people called me for address confirmation which I gave so that I could get my bill. But he said I refused to give the address.
This was the icing on the cake, I felt humiliated, I was a loyal customer to reliance, now don?t know what to say.
So I am writing to chairman?s office now to see what they do as web world said that they do look into the matter and get things sorted out.
MY issues are Simple Straight & Clear ?
1) No Active Follow up in spite of numerous complaint for Dec 03 bill.
2) I didn?t get any bills from May till September all the times I called and requested I didn?t even know what my usage is and how many free minutes left. My connection got deactivated in spite of that no one helped.
3) Now on Jan 29 suddenly one bill is there accumulative for last 9 months asking me to pay loads of money, again no resolution of my complaints, nor any individual bills. When my service got deactivated in mid Oct 04 why would I pay bills till Dec 04? In spite of numerous complaints no one has helped.
I am writing with faith to the chairman?s office to get some resolution of my problem , I am not like other users who just misused the phone and threw it away if u see my usage has been always limited from the first month I got this connection I never exceeded or misused your services. Still I get this treatment ?..
Hoping to get a resolution for my problem the earliest as possible, they say the chairman?s office is very fair and justified and does justice to the goof ups done by the company. I am just a loyal customer who has been harassed and given a run around by your company.
Waiting for a positive response form your office, hope you realize what I went though in this last one year.
Thanks & Regards
Dushyant Madan