BSNL — Excessive Billing and Delay in handling complaint

Address:Dehradun, Uttarakhand

This is in regards to the excessive bill that we have received for the month of December due to the inappropriate handling of broadband plan change by BSNL. The excessive bill charges us for data on the old plan even though we had moved to an unlimited plan by calling BSNL customer service and getting due confirmation from BSNL official over phone regarding the plan update effective immediately.We are a customer of BSNL broadband service for over an year now and a user of BSNL phone service since many years.Until last month i.e November we have been using the limited download Broadband plan named BBG-CNT-500-MonthlyWhile this plan was appropriate for us for over an year given our limited usage, we were expecting an increase in our data usage for the month of december.So we decided to move on to an unlimited data plan starting month of december. To do so we called BSNL customer service to help initiate the change of plan. The customer service official helped us select a plan over phone and we finally decided on using the BBG COMBO ULD 945 plan. The official clearly stated that he has activated the plan and we should see the changes in next 24 hours. The plan offered us 2 Mbps with 8 GB and 512 KB beyond 8GB unlimited at a fixed cost of 945 + tax. The official on asking also ensured that the change would be transparent and we should see our next bill appropriately charged with this new plan. Satisfied by the helpful and quick customer service from BSNL we continued usage of the new data plan. We verified the speed to be around 2Mbs (~1.4 Mbs as tested on speedtest.net) and thought that the change has been made. Since this was our first time change of plan with BSNL, we didn't know if there other ways of verifying the change. We were horrified when we received the bill this january which currently stands at around 14000Rs. This is a huge amount and completely took us by surprise because we were expecting to be charged around 945 as per the new unlimited plan changes we had initiated with BSNL. We have been using the service as per the new plan and as per the confirmation of the BSNL official that the new unlimited plan has been activated. We believe either there has been a mistake on the rendering of this bill or the bsnl official has not performed appropriate measures required to reflect the plan change. In either of these cases, we should not be charged this amount as this is clearly due the carelessness and misinformation on part of BSNLOn talking to the bsnl officials, the convinced us to pay the bill and file the complaint after which the money would be refunded to us. It's already been 3 months and we have received no update from BSNL. We sent multiple emails to them but they are never replied. Whenever we call them they only tell us that the complaint is being considered and will take more time. We believe that the BSNL official are not taking this matter seriously and we might end up loosing our money. Please guide us to what steps we should take to get BSNL to act quickly on this matter.
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Bharat Sanchar Nigam [BSNL] customer support has been notified about the posted complaint.
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