[Resolved]  Tata Docomo — Incorrect Information provided over Customer Care

Address:

Mumbai City, Maharashtra

This is with regards to my Tata Photon number [protected]. On 12th October around 12pm, I visited Tata Docomo's website https://www.tatadocomo.com/online-recharge.aspx to understand the recharge options available and I was interested in Basic Data Plan which is for Rs 100 and gives 100MB. However, the website said Validity : As per existing pack. So to understand the validity I called their toll free number and spoke to a representative (around 12:15pm). The representative told me that the above plan is valid for lifetime and based on which I went ahead and recharged my Tata photon. However, the same evening I got a message from Tata Docomo's system that the plan is valid only for that day. I called your customer care department again to complain against it and ask for a refund or increase the validity as promised by the representative, however, even after speaking to 2 supervisors (Mr. Prakash and Mr. Bhargav Joshi), all I was told was SORRY and they cannot refund my money or increase the validity. The complaint number is PSMR12115520. Mr. Bhargav Joshi committed to me that he will personally follow-up on the issue and make sure that I get a call back within 24 hours to resolve this issue, however, he never followed up on the same and I never received a call back. I then raised the issue to the Appellate of Tata Docomo (Mumbai) over email. Ms. Sowmya contacted me on 17th Oct 2014 and told me that the recharge was extended for another week and that is the best that they could offer. I wanted them to either extend the validity to life-time or refund the money back, however, Ms. Sowmya told me that it was not possible to do so. I requested her to put the same over email so that I can officially contest it, for which she agreed to but I never received the email. Today I get an SMS / Email from Tata Docomo that the issue has been resolved, which is completely incorrect and untrue. I was someone to raise this issue to higher authority at Tata Docomo and make them understand that they cannot take the customer for granted. Looking forward to a quick resolution. Thanks, Nitin M