Please find be a complaint I have logged with Reliance - Can you please help me with a resolution to the same.
Hide details Janice AlphonsoTo firstname.lastname@example.org, email@example.com
From: Janice Alphonso (firstname.lastname@example.org)
Sent: 13 June 2011 15:31PM
To: email@example.com; firstname.lastname@example.org
I want to highlight an unacceptable level of service I have received in the last few months and especially this month.
First of all I never receive my bills on time but start getting calls for the same right from 25th of the month. You call me every single day but fail to provide a proactive service - you send me a bill on 29th of the month and expect a payment on 31st - is this really realistic timelines for you - my collegue who has TATA PHOTON gets his bill 10 days prior to the bill due date.
Let me tell you about how you have tortured me as a customer over the past 15 days - I have listed a detailed account below
29th May - I receive my bill for the month of May asking me to make a payment of Rs 602. I also receive a call from your exec asking for the payment
30th May - I again receive a call for the payment
31st May - Due to problems with the net payment and my debit I asked for a cheque collection of the amount due (from my records you can check that I have always paid online) - I receive a call for payment again
1st June - I receive a call again - I duly inform the exec that I have asked for a cheque collection
2nd June - I receive a call again - Again I inform the exec that I have asked for a cheque collection and that you should check your systems
3rd June - I receive a call again - Again I inform the exec that I have asked for a cheque collection and that you should check your systems
4th June - I receive a call again - I informed the exec that the Reliance representative collected the cheque at 1pm
5th June - I receive a call again - I inform that the cheque was collected and the cheque no is 302142. I was asked to describe the agents features (short, tall, fat, thin, wearing glasses or not)
6th June - I again receive a call - same thing explained
7th June - I again receive a call - same thing explained
8th June - I again receive a call - same thing explained
9th June - I again receive a call - same thing explained
10th June - I again receive a call - this time escalated to Supervisor where I gave the daywise account - I was informed that you cannot track the payment to which I informed that i have done all my duties as a customer and you need to check all the details
11th June - I again receive a call - again escalated to Supervisor - Neeta - this woman was down right rude informing me that you have too many contact centres so you dont know where the payment is and told me that I must have entered some details incorrectly when she had no clue about the cheque payment I made.
12th June - I checked with my bank and the payment on the cheque has gone through to RCIL AC on 10th June but I again got a call asking me for payment
13th June - I refused to talk to any of you.
As you can see i dont think a prisoner in jail is tortured as much you have tortured me as a company. i have completed all my duties as a customer and you have done nothing but chased me on a payment where I have repeated the same information again and again.
Your agents are very rude and cannot even speak english - they ask for payment in the same manner as a gali ka gunda would collect hafta and have no etiquitte at all.
After all this I want a refund of the entire amount I paid for your service and then end my relationship with you or I will sue you under the Consumer Court laws applicable as well as post this to the press.
Awaiting your decision on the next step.
- Janice Alphonso
Sr Quality Manager
Contact Centre - Mumbai
Date: Mon, 30 May 2011 16:45:36 +0530
Subject: Payment due
Thank you for subscribing to the E-bill service
This is in reference to your Reliance Mobile number 7498131539 for Account No
Just a reminder to inform you that your Current Bill of Rs 601.5 is due on
Kindly make the payment before the due date to save on late payment charges.
Payment of your bill can be made using the following options:
1. Online payment: Just log on to our web site at www.rcom.co.in and choose to pay
from the following options:
Instant Pay: Allows you to make instant payment without any registration.
Register and Pay through My Services: Create your own login id and password
and register your account on My Services. Through My Services you can view
your bill details, last payment details, make bill payment and choose from host
of other services. To use this option click on
2. Payment by Phone for Mobile Customers: Dial *222 from your Reliance Mobile
and from the Main Menu Select Option 1. Then select billing and payment related
option and follow the instructions.
3. Payment by Phone for HSD Customers: Dial our Toll Free number 18003005555
and after selecting your preferred language press 1. Then enter you 10 digit data
card number and follow the IVR instructions.
4. Electronic Clearing Service: Register for ECS and make sure that you never miss
your due date for payment. Using this service your monthly bill automatically gets
charged to your bank account or your credit card. To download the registration form
click on http://www.rcom.co.in/Rcom/personal/postpaid/pdf/MandateForm.pdf and
go to Postpaid Mobile, Billing page. Kindly fill the form and submit it at your nearest
Reliance Communications Outlet.
5. Pay by Cheque / Draft: Drop a Cheque or draft in favor of RCIL A/c RIS
500001170205 in the nearest drop box. To know your nearest drop box location please
visit us at www.rcom.co.in
6. Cash payment: Kindly visit any Reliance Communications outlet to make cash
In Case of any queries, Please feel free to call us anytime:
1. Reliance Mobile Customers can call on *222 from your Reliance phone.
2. Reliance HSD Customers can call on *355 from your Reliance Mobile or
180030005555 or 30335555 from any other phone.
Our Customer service executives will be happy to assist you.
Thank you for being part of Reliance Communications family.
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