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Bangalore Electricity Supply Company Limited [BESCOM] — after paying and submiting documents for name change. request closed without name changing

My mother who is a senior citizen applied for name change ( fast trac service) online uploaded all documents and payed the fees. After one week i requested the helpdesk that service request is not completed how many days will it take. Helpdesk forwarded trailing complaint to respected division. Again after 2 days again i raised the issue and helpdesk forwarded again. But nothing happened. Next day Again i raised the issue and help desk forwarded but nothing happen. Then i thought of escalating the issue with next level. But it requires some docket number. Then i requested help desk for docket number. They replied your application is still pending. For further assistan please contact below numers. Then i called one of the number ( miss soumya) and enquired she replied i know your payment has been accepted bring documents and show. I replied i have already uploded it. She said you have to bring document. Then i enqired with helpdesk she asked for docs physicaly since i have uploaded and its fasttrack should i subimt docs. Help desk replied no. Only i have to submit acknowledgement. I replied to help desk it has not mentioned in portal to submit acknowledgment physicaly still i will submit all docs physicaly. But i believe honarable govt. Introduced online and fast track services so that consumers should not have hassle to vist officess. I will check through RTI. Then help desk forwarded that mail. After some time i saw my service request is closed but with out changing name.when i enquired helpdesk service request is closed has the name change done. They replied its still showing the old owner name again they gave same person number to contact.
Is it wrong to ask why should we physically submit docs when uploaded online.
Bescom meter account id [protected]
Service request id [protected]

Complaint Status

[Jan 31, 2019] Bangalore Electricity Supply Company Limited [BESCOM] customer support has been notified about the posted complaint.
Updated by Mohammed Afrose Feb 11, 2019 Complaint resolved. Thanks to consumer complaint forum. Madam M.D of bescom and AE to MD
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    Bangalore Electricity Supply Company Limited [BESCOM] Phone
    +91 80 2287 3333
    Bangalore Electricity Supply Company Limited [BESCOM] Address
    BESCOM Corporate Office, K.R.Circle, Bangalore, Karnataka, India
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