[Resolved]  Reliance Communications — Bad customer service experience

Address:

Ernakulam, Kerala

My name is Anish and I have been using reliance mobile connection for the past 2 years. The reason why Im writing this feedback is to let you know the totally dissatisfied incident happened to me and I hope somebody will consider request and help me to sort out this problem. My mobile number is [protected]. I have been using 74 call rate offer from the first week of January. My offer got expired on 30 th March as per the plan. I found that offer very helpful and as I want to continue the same plan, I contacted the customer care on 31st march. The name of the person who helped me is Sandheep. He informed that the same plan is available and I can recharge my phone for 74 rupees to activate it. As per the information the plan will be same as before. That is reliance to reliance calls will be charged 1 Pisa per 6 seconds. This is what sandheep informed me. Believing his words I recharged the phone for 74 Rs. But the offer I got is different. Charges were high it is 1 Pisa per 2 seconds. I called the support by dialing 198 and informed about the problem. The customer executive didnt helped me and he said he will escalate the case and I have to wait for 3 days. I asked for a supervisor, he said the supervisor is busy and suggest me to contact back after half hour. I called-back after half an hour and the next agent also informed me that supervisor is busy and suggested to call back after 1 hour. Again I contacted after 1 hour. This time it was a lady and she said they can not do anything on this issue and told me that the offer is for customers who recharge from 2nd April. I informed her multiple times about my previous contacts and the inconvenience caused. I dont think she even checked previous details. She was very harsh. She informed that there is no way to sort the problem. I even asked for a refund and to change my plan on the next day as the offer will be available from 2nd April. But there was no help. I asked for supervisor, she said supervisor is busy in both English and Malayalam. I told her I will wait till the supervisor available. She said tht option is not there. I asked for the supervisor at the first minute. She didnt even cared about that and asked me same questions. At last she said to contact after 30 minutes. Again I called for support this time the agent said he is transferring the call and told me to wait. He put me in a hold. There was no supervisor to talk to me. I hold the call for 10 minutes and there is no response from supervisor or the agent who transferred me. Im sure that there was no connection problems as I was able to hear the hold tune clearly. I hang up the call and called again. This time the agent said supervisor was only available in 7 am to 11pm. I came to know that previous agent was cheating me by transferring my call as I called after 11pm.
The current status is "No Help" and time loss. I have spent more than 2 hours on this. I am sure the mistake is not on my end as I contacted the support to confirm that offer is available. Iam immensely sad that they cheated me and they didnt even helped me for the mistake they made.
I think the customer care service is outsourced. Reliance should think twice before selecting the vendor. I think every reliance customer is treated like this. But they are not aware about this feedback option or not ready to write a feedback like me. Even I was not aware about this till I asked the last agent to send me an online link to complaint this.
Iam planning to change my reliance connection using portability or moving forward for legal activities(Im not threatening anyone, I want to make sure no one will have bad situation in future like I had).
Im still not sure anyone can help me. May be the supervisor will help me to sort-out the problem. But Iam sure this is not proper customer service.
Please take necessary actions or give me an option to contact your higher level authorities.
    Yours faithfully, Anish P Mathew.
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