[Resolved]  Reliance Communications — Unjustified bill

I am customer of Reliance Braodband internet service, with a wireless antena connection.

My User id is[protected].

I have paid my last bill on 12th Nov 09 and that was my last login, as per my information. After which I was not in town till 5th of Dec 09. When I tried logging in the internet connection onthe 5th Dec 09, it said it is temporarily disconnected as my usage has exceeded Rs. 10,000/-

I am unaware how this has happened. I have not logged in after paying my last bill on 12th Nov 09.

I was not in town till 5th Dec 09. I am also not able to check how this has happened as i cannot check the login logout timings of the usage.







BELOW IS THE MAIL COMMUNICATON WITH THE COMPANY

Hi Mr. Vaswani,

Please find the below trailing mails, pertaining to the bill generated of more than Rs. 10,000/-.

As per the telecon, with your billing representative, I understand you are the Head the Operations for Mumbai for billing department.
I look forward to your support & understanding in this issue.

I have not made the usage as mentioned in the bill, as stated in the below mail.

I am feeling helpless, as the Customer Service department is not accepting that I have not used the internet service as mentioned in the bill.
I need to know how this has happened, as I do not want to land in some other trouble in future.

Please for God sake believe me.

Regards,
Hareshwar




----- Forwarded Message ----
From: "[protected]@relianceada.com" <[protected]@relianceada.com>
To: Hareshwar Darekar <[protected]@yahoo.co.in>
Sent: Tue, 5 January, 2010 5:31:07 PM
Subject: RE:'ADAG=[protected]'Reference to your e-mail.


Dear Customer,



Thank you for contacting Reliance Broadband Customer Care.

With reference to your e-mail regarding "Billing issue", please note that your complaint which had already been registered under the Service Request IDs[protected] and[protected] had been resolved with the resolution that as checked in the bill and system no error has been found and since you are in MB based plan(WICM750) you have been charged on the basis of downloaded MB and you are billed properly.Hence no adjustments could be credited to your account.

Further, we request you to kindly make 80% of the payment of total exposure (Rs.10620.32 /-) which is Rs. 8496.26 /- in order to restore your services which are currently barred from our end due to high usage exceeding the credit limit.

Looking forward to serve you in the future.



For additional product and service related information, you may contact us through any of the following means:

Phone:[protected] from any phone (Toll free) or,
[protected] from any phone.
Email: [protected]@relianceada.com
Website: www.rcom.co.in
You can also book your service complaints online at http://cnm.reliancecommunications.co.in/cnm/web/genTTCreation.jsp OR through IVR while calling at contact center.



You can view your bills and make payments online through

http://myservices.relianceada.com/lainchAMSS.do for all RCOM services. Please register yourself on the portal. For difficulties in registration please write to [protected]@relianceada.com



Yours sincerely,



Vipul Nair

Broadband Customer Care

Reliance Communications.



Please note that your message will not be delivered if it exceeds the size limit of 5 MB per mail (including attachments).

Requesting you to please create a shorter message (including attachments) with size less than or equal to the allowed mail limit in all your future communication.



The information provided is based on prevailing terms and conditions of the company, which are subject to change without prior notice.



This electronic message transmission contains information from Reliance Communications & is confidential or privileged. The information is intended to be for the use of the individual or entity named above. If you are not the intended recipient, beware that any disclosure, copy distribution or use of the contents of this information is prohibited. If you have received the electronic transmission in error please notify us immediately.



-----Original Message-----
From: Hareshwar Darekar ([protected]@yahoo.co.in)
Date: Wednesday, December 30, 2009 05:17 PM
To: [protected]@relianceada.com ([protected]@relianceada.com)
Subject: Re: Reference to your e-mail.


Hi,

Thanks for the revert, but the the dates that you have mentioned in the usage tracker cannot be done by me, as I was at my native place from 14th Nov 09 till the 5th Dec 09.

I distinctly remember I had last logged in on 12th of Nov 09 to pay my Reliance broadband bill of Rs.. 828/-
I have been a regular bill payer & never defaulted in my bills.

But I am honestly telling you once again, that I was not in town and had been for my wedding at my native place.
How can I then log in, also I was carrying my laptop with me & there is no other functional system at my home. Moreover my house was locked for this time, hence I have definetly not used the internet as per the usage tracker details mentioned by you.

I on personal front want to know now from which system has the usage been done.

As a alert Indian citizen & a loyal customer of Reliance I request / expect help from your end to reslove this issue.



Regards,
Hareshwar





[protected][protected][protected][protected]
From: "[protected]@relianceada.com" <[protected]@relianceada.com>
To: Hareshwar Darekar <[protected]@yahoo.co.in>
Sent: Wed, 30 December, 2009 1:49:45 PM
Subject: RE:'ADAG=[protected]'Reference to your e-mail.


Dear Customer,



Greetings of the day!

We regret the inconvenience caused.

With reference to your mail regarding billing issue registered under Service Request ID[protected], please note that you have been charged correctly as checked in the system and we assure you that charges assigned in the bill are correct and data usage made by you would be charged. You can check the details in the bills itself. The system we used is error free.

Further,please note that as checked in the system your services have been suspended due to non payment of previous due amount of Rs.10620.32/-.Hence,we request you to kindly make the payment at the earliest and revert.

Also, please find the attachment o[censored]sage details for your ready reference.

Kindly be assured that we would do our best to resolve your concern.

Looking forward to serve you in the future.

For additional product and service related information, you may contact us through any of the following means:



Phone:[protected] from any phone (Toll free) or,
[protected] from any phone.
Email: [protected]@relianceada.com
Website: www.rcom.co.in
You can book your service complaints online

http://cnm.reliancecommunications.co.in/cnm/web/genTT Creation.jsp OR through IVR while calling at contact center.



You can view your bills and make payments online through http://myservices.relianceada.com/launchAMSS.do for all RCOM services. Please register yourself on the portal. For difficulties in registration please write to [protected]@relianceada.com



Yours sincerely,



Jyoti Sharma

Broadband Customer Care.

Reliance Communications.



Please note that your message will not be delivered if it exceeds the size limit of 5 MB per mail (including attachments).

Requesting you to please create a shorter message (including attachments) with size less than or equal to the allowed mail limit in all your future communication.



The information provided is based on prevailing terms and conditions of the company, which are subject to change without prior notice.



This electronic message transmission contains information from Reliance Communications & is confidential or privileged. The information is intended to be for the use of the individual or entity named above. If you are not the intended recipient, beware that any disclosure, copy distribution or use of the contents of this information is prohibited. If you have received the electronic transmission in error please notify us immediately.







-----Original Message-----
From: Hareshwar Darekar ([protected]@yahoo.co.in)
Date: Tuesday, December 29, 2009 06:26 PM
To: [protected]@relianceada.com ([protected]@relianceada.com)
Subject: Re: Usage complaint


Hi,

I have alrady mentioned to you that, I am unable to check the usage details, as the Usage Tracker link is not availble since the internet connection is disconnected.

Hence also, I do not accept the bill generated and send to me, with bill no.[protected].

Kindly try to find the error in the billing system, as I am repeatedly telling you, this is an incorrect bill generated.

Atleast I can guarantee you, I have not used the internet for an nearly a month, as I was in my native place for MY wedding.

Expect your co-operation to resolve this issue.

Regards,
Hareshwar.




[protected][protected][protected][protected]
From: "[protected]@relianceada.com" <[protected]@relianceada.com>
To: Hareshwar Darekar <[protected]@yahoo.co.in>
Sent: Mon, 7 December, 2009 9:51:38 PM
Subject: RE:'ADAG=[protected]' Usage complaint


Dear Mr.Darekar,



We regret for the inconvenience caused.



This is with reference to your e-mail regarding "Billing Related Issue". Please note that your complaint has been registered under Service Request ID[protected] and the same would be resolved in the next 48 hours.



Further, please note that you can check or track your usage by using "Detailed Usage Tracker". Kindly check the following information for the same.

Detailed Usage Tracker service can be used after you login into your Broadnet portal (http://reliancebroadband.co.in).
Service offers session level usage details. It offers following information for each session.

Date
Start Time
Session Duration (In hh:mm:ss )
Data Upload (In KBs)
Data Download (In KBs)
Total Data Transferred (In KBs)
It shows usage details for last 60 days.

Kindly be assured that we would do our best to resolve your concern.



For additional product and service related information, you may contact us through any of the following means:

Phone:[protected] from any phone (Toll free) or,

[protected] from any phone.

Email: [protected]@relianceada.com

Website: www.rcom.co.in



You can also book your service complaints online at http://cnm.reliancecommunications.co..in/cnm/web/genTTCreation.jsp or through IVR while calling at contact center.

You can view your bills and make payments online through http://myservices.relianceada.com/launchAMSS.do for all RCOM services. Please register yourself on the portal. For difficulties in registration please write to [protected]@relianceada.com





Yours sincerely,





George Augustine

Broadband Customer Care,

Reliance Communications.



NOTICE: Please note that your message will not be delivered if it exceeds the size limit of 5 MB per mail (including attachments). Requesting you to please create a shorter message (including attachments) with size less than or equal to the allowed mail limit in all your future communication.



The information provided is based on prevailing terms and conditions of the company, which are subject to change without prior notice.



This electronic message transmission contains information from Reliance Communications & is confidential or privileged. The information is intended to be for the use of the individual or entity named above. If you are not the intended recipient, beware that any disclosure, copy distribution or use of the contents of this information is prohibited. If you have received the electronic transmission in error please notify us immediately.



-----Original Message-----
From: Hareshwar Darekar ([protected]@yahoo.co.in)
Date: Monday, December 07, 2009 07:24 PM
To: [protected]@relianceada.com ([protected]@relianceada.com)
Subject: Usage complaint


Hi,

I am customer of Reliance Braodband internet service, with a wireless antena connection.

My User id is[protected].

I have paid my last bill on 12th Nov 09 and that was my last login, as per my information. After which I was not in town till 5th of Dec 09. When I tried logging in the internet connection onthe 5th Dec 09, it said it is temporarily disconnected as my usage has exceeded Rs. 10,000/-

I am unaware how this has happened. I have not logged in after paying my last bill on 12th Nov 09.

I was not in town till 5th Dec 09. I am also not able to check how this has happened as i cannot check the login logout timings of the usage.

I have raised complaints, but as per your billing department, all the logins have been from my id (I dont know how).

Please try to resolve the issue at your end (not just from the billing perspective), as I am assuring you this has not happened from my end, as my house was locked from 12th Nov till 5th Dec 09, the connection wire is in the house & I was carrying my laptop with me to my native place. Hence there is no chance that the usage been done by me.

As an regular bill-payer customer & a responsible citizen, I need to know how this has happened.

Regards,
Hareshwar
[protected]