[Resolved]  Tata Docomo — Harassment & Duping

After months of harrasment I sent the following email to Tata Docomo's Bangalore Appellate authority(dated August 21):
I am a Tata Photon Customer with the number [protected]. I was a regular payee who was satisfied with your services for the first few months after purchasing your services. I later received a call from your sales department to avail an offer for converting prepaid connection to postpaid. I was promised that I would get a total of 11GB high speed internet for Rs.1,100. I agreed to the offer.

It is then that I started having a series of problems with lack of proper connection & decreasing speeds. For nearly a year I raised a series of complaints with Tata Photon about my speed issues. Not only this, but gradually the bill amount started increasing from the initially promised Rs.1100.

Some time last March/April your customer service agents informed that they will send an engineer to our office to solve the speed issue. The Engineer arrived and did not solve the issue. Instead an extra charge of Rs.300 was made to my account for the Engineer without any prior intimation.
It is around this time that out of frustration, I stopped using my Photon connection and shifted to an alternative service provider with whom I have been having no issues till date. But Tata Photon continuously called me about bill payment, the amount for which kept on increasing despite lack o[censored]sage. I later spoke with a customer service agent describing all the problems I had earlier. He told me that I should pay up Rs. 2,300 & then they would close the connection & there would be no further problems. I paid the same amount on the very next day.

I assumed that the problems had ended, when last moth I got a call from a couple of lawyers in Delhi threatening that they will fine me Rs. 25,000 if the remaining bill was not paid by end of the day. Despite their rude behavior I patiently made the payment(Rs. 979. Transaction ID: MSPD[protected]) & received a confirmation message. I called the customer care & asked them to close my account and cease all communications to my phone/email.

But since last week I have been getting mails to pay for a new bill of Rs. 212 by September 3rd. On contacting the customer care an executive named Md. Azharuddin Shanawaz spoke & promised me that the connection will finally be closed, that I will get a call from the corresponding team confirming the same & that the bill for Rs. 212 will be "revoked'.(A Cancellation request number was finally provided:[protected] It has been more than 4 days since this request was raised but I did not receive a call. I only received a message that they tried to contact me but couldn't reach me. I called the customer care back & they keep promising that this will be done without any proven results. Instead I keep getting mails that I have to pay up a bill of Rs. 212 despite payment & raising a request for cancellation.

Please note that I have a recording of all conversations with Tata Photon customer service agents. Not only has there been continuous harassment & threatening calls, there has also been deceptive service & cheating. This problem has to be solved soon. I am already in talks with my lawyer who suggested that I send a final mail to the corresponding authority & wait 48 hours for a response before taking any action. This is to notify you of the situation & to inform you to provide a satisfying & sure response by 23rd August, 2013.

I then received this response on August 29th:


Dear Mr. Martin,

Warm greetings from Tata Docomo!

We have received your mail expressing your concern over cancellation issue for your Tata Docomo number [protected].

We regret the inconvenience caused to you.

We would like to inform you that, your cancellation request with docket number[protected] is under process and account will be disconnected within 15days from the raising request. We deeply regret for the inconvenience caused to you on the experience you had with our customer care and not meet your requirement.

It has been our constant endeavor to bring to you world class services to help grow our relationship and ensure better services delivery.



Please feel free to contact us for any further clarifications or assistance via email at [protected]@tatadocomo.com or call us at 121 or[protected].

Assuring you of our best services at all times.

With regards,

Jahir Abbas Khan

Appellate Desk - Karnataka

They later sent me this email:


Dear Mr. Martin,

Warm greetings from Tata Docomo!



We have received your mail expressing your concern over “Billing and cancellation issue” for your Tata Docomo Account number[protected].


We regret the inconvenience caused to you.

We regret to hear that you have decided to end your relationship with us. Do let us know if there is anything we could do, which would change your decision.

We have processed a Billing adjustment for Rs 211.24 /- as Goodwill towards August 2013 Invoice.

Based on your request, the cancellation request is registered and the reference docket number is[protected].

We would like to inform the following for your information –

The expected time for the request to be processed is 15 days.

The billing on the above mentioned connection would stop on the 4th day of raising cancellation request.

There would be an attempt made to reconfirm your decision on permanent disconnection from our retention team.

As a service provider, we firmly believe that the key to customer satisfaction is adding value to a relationship that is continual and long-lasting.

Please feel free to contact us for any further clarifications or assistance via email at [protected]@tatadocomo.com or call us at 121 or[protected].

Assuring you of our best services at all times.

With regards,

Ram kumar .V

Appellate Desk

Karnataka

I later received a call from the retention team as promised, and I confirmed the disconnection. Moving on, I assumed that the troubles were over. But Tata Docomo couldn't put its hands at rest. I received an email in September 17 that a new bill has been generated for Rs. 360 for the month of September -13. I understand that the service industry faces many problems, because of which I kept giving them chances to just close the connection. But despite there being no dues from me, Tata Docomo has been repeatedly harassing me despite notice. This matter has to be settled now with a written letter of confirmation, that there will be no further harassment. The entire chain of emails and recorded phone calls are available with me in case you need further confirmation for the same.