[Resolved]  Reliance Communications — Wrong charges applied

Respected Sir / Madam,

Goodmorning to you all. Myself, Dhiren Kiritkumar Raja am customer of Reliance Communications since last 2-3 years. I had taken a Voice + data plan FW290DATA (SWIFT40) vide relationship no [protected] and phone number[protected].

In month of Jan, I had given a request for change of plan from Voice + Data to only Voice plan at Yagnik road center. When I inquired whether changes has been done or not at Kalawad road center, I was informed that same has not been done yet, hence I went again to Yagnik road center along with fresh request on 10/02/2009 and inquired about the same. I was informed that Plan has been changed from FW290DATA to NFW290. I wish to know that why there was miscommunication from another center.

Also, when I received bill for the period of 05/01/2009 to 04/02/2009 vide bill no[protected] with due date of 23/02/2009, I was surprised to learn below mentioned charges incorporated in bill :

(1) Advance Monthly rental charges - NFW290 05/02/2009 - 04/03/2009 Rs 290.00
(2) Late Payment charges Rs 50.00 (Cash payment received on 24/01/2009 Rs 600, Cash payment rejected on 30/01/2009 Rs -600, Cash payment received on 30/01/2009 Rs 600) for bill no[protected]

On 10/02/2009 when I inquired about the same, I was told that Rs 290 is advance rental taken due to change in plan. I was promised that i will receive call from customer care since local office was not able to answer my query. Uptill 21/02/2009, I didnt receive any call from customer care, hence I went to local (Yagnik Road branch) and asked regarding the status of my query, they gave me captioned complaint number and said that i will receive call from customer care in couple of days. I also asked that since 23/02/2009 is last day to pay the bill, should i pay full amount or should i pay balance amount after deduction of Rs 290 + Rs 50, sicne it was dispuited amount, I paid the balance amount of Rs 378 vide chq no 17 drawn on Kotak Mahindra Bank LTd, Rajkot branch dated 22/02/2009.

I received a call from customer care executive Mr. Deepak and informed me that it is company policy to take advance rental whenever there is a plan change, I asked him to give me in writing that its a company policy, I was informed that it will be given to me in writing, also regarding late payment charges i was informed to contact call center.

After 23/02/2009, my all services has been discontinued reason being payment not done. On 28/02/2009, I again visit local Dr. Yagnik Road office at 8 PM and ask the status of the complaint. I was informed that final status will be conveyed to me on monday. Till at present I have not received any call from reliance communication.

I would like to have clarifiaction on the following points :

(1) Why advance monthly rental has been charged ?

(2) If its company policy, why i am not been provided the same in writing ?

(3) Why so much time has been taken to address the query[protected] to[protected] ?

(4) Why gap in communication between two centers of same company ?

(5) Why late payment fees has been charged for bill no[protected] and entries for cash payment received ?

(6) Why services has been stopped without any intimation (I had already informed local office in advance that unless and until I am not getting satisfactory answer, i am not going to pay advance charges and late payment fees), dealy in response was from company side.

(7) Whether advance charges and late fee will be waived or I have to pay the same ? IF i have to pay than I need in writing regarding company policy of advance rental charges. I am not going to pay late payment charges in any circumstances.

(8) Due to delay in response, again the problem of late payment charges will arise in next bill, I want solution for it well in advance since i will not pay the late payment fees next month.

(9) letter from company stating reason for discontinuation of services and hence mental and emotional harrasment ?

I expect quick resolution of above points at earliest from your side.

I am very sorry to write this mail, but i am forced to do so becasue of dealy in response and mental harrasment done by discontinuing the services.

regards
From: Dhiren Raja //Kotak /Bank
Sent: Friday, April 10, 2009 6:02 PM
To: '[protected]@relianceada.com'
Cc: 'jay.[protected]@relianceada.com'; 'margi.[protected]@relianceada.com'; 'rcomnodalofficer.[protected]@relianceada.com'; '[protected]@relianceada.com'; '[protected]@relianceada.com'
Subject: FW: 'ADAG=[protected]' Reference to your Service Request ID 92989681


Dear Mr. Paresh and Service team,

I am still awaiting your revert on pending issue as per appended mail. I am sending you last mail from my side for resolution of issue if you feel that every customer is important, since I am getting the feel that for your organistion customer are just a fool who has every time on earth to waste running after you for resolution. If I do not receive any revert from your side at earliest, I will be forced to forward my complain to DOT, TRAI and other regulatory bodies.

Again I had received a bill for period of 05/03/2008 to 04/04/2009 for Rs 540/- with a break up of Rs 486.45 towards Advance monthly rental charges for period of 15/03/2009 to 04/05/2009. for plan of NFW 290.

I would request you to go through all correspondence attached alongwith for reference. I had previously demanded and am again demanding to provide me reliance policy of charging advance rental in writing on Reliance communication letter head along with sign of authorised signatory and stamp. Reliance local outlets at Rajkot do not have any such documents in writing which states that customer can be charged advance rental.

Also I would like to bring to your notice that I had personally visited Reliance outlet at yagnik road, opp race course on 08/03/2009 along with all instruments to cancel the relationship with organisation. I was denied for cancellation stating that they are getting advance rental charges reversed and restoring the facility since at that time all my facility was disabled (illegally). If that point of time my cancellation request had been taken and if it was executed, I would not have received bill with advance rental charges.

Look in the matter urgently and solve the issue at earliest or else I would be forced to take this matter in all leading newspaper, consumer forum and regulatory bodies.

Also pls send the reply with due care since I will carry all communications when this matter will get escalated (I am damn sure that such situation will arise looking to attitude of Reliance communication to customer service) and will see that all person involved has to be answerable.

Awaiting your reply soon.

regards
From: Dhiren Raja //Kotak /Bank
Sent: Friday, April 10, 2009 6:02 PM
To: '[protected]@relianceada.com'
Cc: 'jay.[protected]@relianceada.com'; 'margi.[protected]@relianceada.com'; 'rcomnodalofficer.[protected]@relianceada.com'; '[protected]@relianceada.com'; '[protected]@relianceada.com'
Subject: FW: 'ADAG=[protected]' Reference to your Service Request ID 92989681


Dear Mr. Paresh and Service team,

I am still awaiting your revert on pending issue as per appended mail. I am sending you last mail from my side for resolution of issue if you feel that every customer is important, since I am getting the feel that for your organistion customer are just a fool who has every time on earth to waste running after you for resolution. If I do not receive any revert from your side at earliest, I will be forced to forward my complain to DOT, TRAI and other regulatory bodies.

Again I had received a bill for period of 05/03/2008 to 04/04/2009 for Rs 540/- with a break up of Rs 486.45 towards Advance monthly rental charges for period of 15/03/2009 to 04/05/2009. for plan of NFW 290.

I would request you to go through all correspondence attached alongwith for reference. I had previously demanded and am again demanding to provide me reliance policy of charging advance rental in writing on Reliance communication letter head along with sign of authorised signatory and stamp. Reliance local outlets at Rajkot do not have any such documents in writing which states that customer can be charged advance rental.

Also I would like to bring to your notice that I had personally visited Reliance outlet at yagnik road, opp race course on 08/03/2009 along with all instruments to cancel the relationship with organisation. I was denied for cancellation stating that they are getting advance rental charges reversed and restoring the facility since at that time all my facility was disabled (illegally). If that point of time my cancellation request had been taken and if it was executed, I would not have received bill with advance rental charges.

Look in the matter urgently and solve the issue at earliest or else I would be forced to take this matter in all leading newspaper, consumer forum and regulatory bodies.

Also pls send the reply with due care since I will carry all communications when this matter will get escalated (I am damn sure that such situation will arise looking to attitude of Reliance communication to customer service) and will see that all person involved has to be answerable.

Awaiting your reply soon.

regards

From: Dhiren Raja //Kotak /Bank
Sent: Friday, April 10, 2009 6:02 PM
To: '[protected]@relianceada.com'
Cc: 'jay.[protected]@relianceada.com'; 'margi.[protected]@relianceada.com'; 'rcomnodalofficer.[protected]@relianceada.com'; '[protected]@relianceada.com'; '[protected]@relianceada.com'
Subject: FW: 'ADAG=[protected]' Reference to your Service Request ID 92989681


Dear Mr. Paresh and Service team,

I am still awaiting your revert on pending issue as per appended mail. I am sending you last mail from my side for resolution of issue if you feel that every customer is important, since I am getting the feel that for your organistion customer are just a fool who has every time on earth to waste running after you for resolution. If I do not receive any revert from your side at earliest, I will be forced to forward my complain to DOT, TRAI and other regulatory bodies.

Again I had received a bill for period of 05/03/2008 to 04/04/2009 for Rs 540/- with a break up of Rs 486.45 towards Advance monthly rental charges for period of 15/03/2009 to 04/05/2009. for plan of NFW 290.

I would request you to go through all correspondence attached alongwith for reference. I had previously demanded and am again demanding to provide me reliance policy of charging advance rental in writing on Reliance communication letter head along with sign of authorised signatory and stamp. Reliance local outlets at Rajkot do not have any such documents in writing which states that customer can be charged advance rental.

Also I would like to bring to your notice that I had personally visited Reliance outlet at yagnik road, opp race course on 08/03/2009 along with all instruments to cancel the relationship with organisation. I was denied for cancellation stating that they are getting advance rental charges reversed and restoring the facility since at that time all my facility was disabled (illegally). If that point of time my cancellation request had been taken and if it was executed, I would not have received bill with advance rental charges.

Look in the matter urgently and solve the issue at earliest or else I would be forced to take this matter in all leading newspaper, consumer forum and regulatory bodies.

Also pls send the reply with due care since I will carry all communications when this matter will get escalated (I am damn sure that such situation will arise looking to attitude of Reliance communication to customer service) and will see that all person involved has to be answerable.

Awaiting your reply soon.

regards