Reliance Communications — Request for cancelling/disconnecting of phone number [protected] and refund of 2 months of bill payment at least due to harassment suffered.

Address:

Ghaziabad, Uttar Pradesh, 201011

To Reliance customer Care: Today 23rd Dec 2015, at 11.30 am, we called your *222 number to get our phone number '[protected]' cancelled, we experienced extreme harassment. Previous History: 1) We had called the Reliance phone, regular customer care number[protected], around end of November to request cancellation of our phone number. and were informed that we would have to call *222 . 2) We then tried to submit a physical copy of the application requesting to close the number at the company office at, 'Reliance center, Maharaja Ranjit Singh Marg, New Delhi - 110002, around 5 Dec 2015, they refused to accept the application, saying the number can only be disconnected by calling *222. 3) We had gone this route only because we had experienced similar harassment (one I will state below) before; (my parents used to visit me in the USA for over couple of months over the last 15 years and the phone number policies have kept changing in India putting my senior citizen parents in trouble every time and which they increasingly found difficult to keep abreast with), so we where hoping that we would be able to avoid last times harassment, by submitting a physical cancellation application. 3) Then we received a bill on 19 Dec 2015 for Rs. 530/- . We requested the person who collected the bill payment to cancel the service and consider this the last payment. He refused stating that we should call *222 to cancel. (copy of last bill payment attached.) Today: 1) So on 23 Dec 2015 at 11.30 am we called *222 to request cancellation of our phone number '[protected]' from the phone number to be cancelled. The 'reliance system was not equipped to simply cancel the number by a click of a number, if we, 'the customer', so choose. It forced us to connect with an agent. 2) The agent, ' Anjali' kept us on-line over 1/2 hour, with all sorts of nonsense and trying to keep us on line (telling us to keep the number on hold, asking us why we were closing the number, telling us about new plans and kept on repeating the same) despite our telling her we do not want any thing, simply want to close the number. 3) She irritated us so much that we requested that she transfer us to her manager or someone who could resolve the issue, which she blatantly refused, ignored and continued to market us new phone plans. 4) Despite repeated request that she give us a cancellation number to confirm our cancellation, she continued to ask for our information which we had provided her a number of times earlier (things like the phone number we would like to cancel, our address, our name). She did not provide us with her employee ID number, even after our request. 5) As we had no other route to cancel our number, we were forced to bear with her. 6) She forced us to scream at her before she agreed to finally cancel, then too stalling by not providing a clear cancellation number, . This is what we were finally able to note, '[protected]'. We are not sure if this number is correct as we got it only after much coaxing. 7) You record conversation for training and other purposes, we have provided the day, date and time ( Wed, 23 Dec 2015, around 11.30 am) and agent name, 'Anjali' of the *222 call, we request that you review the tape to hear the extend of the agents harassment. 8) Then I went on the internet to find some way to complain about this issue and found that the calls made to *222 are charged to the customer at the @ of 50 Paise per 3 minutes. I was aghast, just to receive the incentive of 50 paise per 3 minutes, the agent harassed us. Not cancelling the number and using every stalling strategy with no care about the customer, the company image, which is ultimately reflecting the countries image as inefficient. Future plan of action expected by me from your end: 6) Kindly ensure we receive a statement confirming cancellation and Rs. 0.00/- balance due from our end as we payed our last Bill in December. (despite wanting to cancel the number since November in-fact earlier but due to the system being made purposefully convoluted we as customers end up prolonging it, as we try to find alternate route to tackle problems faced by us earlier.) 7) I have returned from USA after 15 years to take care of my aging parents and it is disturbing to have to handle these kinds of issues. Conclusion: This is pure harassment, seemingly just to make some money off the customer. As India stands poised to be a global market and competitor, this harassment is shameful. In case you truly want to see India rise as a true global power, please work on making your systems such that we can compete in the global market. We have so many indigenous customers and equally large population to utilize and service the same customer base that there should be no need to resort to these minuscule harassment policies to provide incentives to agents for the wrong reasons. Customer retention should not be done at the cost of the customer. Hopefully with the time and effort I put into providing you with a clear and detailed analysis of the issue, you would be able to take corrective action for future policies for the collective good and kindly provide me an update on my requested issue resolution too. With Regards, Deepja Mittal. For WG.CDR. R.K. Mittal (Retd.) This complaint was sent to [protected]@relianceada.com on 23 dec, the web site mentioned all complaints get a response within 15 days we have not received any response to confirm cancellation. Instead today 11th January 2016 we received a phone call from the billing department informing us that a bill of Rs. 546 was now due against this number. No action was taken by them despite our informing them that this number had been request to be cancelled last month, their response was this number is a newly issued. This is outright shameful.