[Resolved]  MTS India — Counterfeiting By MTS India

Address:

Bangalore, Karnataka

To Whomsoever It May Concern, This is with regard to my data card number : [protected] I presently reside in Bangalore and I have had a recharge done for 655/- INR on the 13th of December 2013 which as per your website was mentioned as a roaming pack for Gujarat circle devoid of the states being mentioned in it. Post the recharge being completed, I was able to have the pack used for the next two days. On calling the MTS Customer care service on the 15th of December 2013, I was informed that I have used my entire 2 GB package in a matter of two days time. I asked them to reconfirm on this bit as I was sure regarding the fact that I have not used the package as said. On reconfirming the same, it was informed the package is of 2 GB, however, I have utilized 200 MB and due to certain technical issues, the remaining balance has been voided. Athey informed me that the remaining balance would be added back to my account in the next 12 working hours. They also assured me that the concerned backend team would reach out to me in 12 working hours. Thankfully, I had the callback received and I was informed that the issue has been resolved. But, voila! It's not yet fixed. I was provided incorrect information over the issue. I had made another call on the 16th of December 2013 and I repeated the same what I had mentioned earlier to your consultants and they again re-assured me of the callback to be done. However, I received no calls during this period and I had to make another contact on the 20th of December 2013. Now, the whole story has changed as your consultant informed me that I was wrong in having an incorrect recharge done. I had asked them as to why wasn't this informed earlier to me, for which the consultant informed that it's my mistake that I never asked him over the issue. I had asked to transfer the call to one of the superiors on the floor and the contact was transferred to a senior executive named Madiha. Post a 30 minute conversation, I was given an assurance that the issue would be fixed and a contact from the back-end would be made over the issue. No calls made for 12 hours and I was forced to make another contact on the 22nd of December 2013 and one of the consultants by the name of Afreen ill-treated me with the way she spoke by asking me to disconnect the call in a rude and commanding tone when I had requested for the contact to be transferred to one of the superiors. She kept informing that the callback from the superior would be done in the next half an hour and due to persistent requirement from my end, it was finally transferred to Mr.Pawan, the floor manager. As per Pawan's requirement, I am having this mail sent out. I had asked him to share his mail ID for reference, but, he rejected the request made citing company policies. As a result of which, I am forced to have this mail sent out to the organization. To cut the long story short, the pack was recharged in order to be used wherever I go, since, I was under the assumption that you can provide better connectivity and services across the nation. I have spent an entire week calling your customer care centre and they have not assisted me with any feasible solutions. As per my understanding, this is a counterfeit issue with regard to false information on the website. I am unsure as to why have you mentioned etc. in the list of states that have been provided. Moreover, please have cultured consultants answer calls made by customers. They should be aware of customer ethics that are to be followed. I would request to either transfer the entire amount paid for this package back to my source, else, transfer the remaining data left as per the recharge done to my account. Kind Regards, Anisha Mohammed Rafik