Reliance Communications — Bill demand and threats to sue for a service that's not provided

Address: Bangalore, Karnataka

On 20th of October, 2011 , I have requested for a broadband connection in Bangalore and I have paid the amount requested with a cheque. But I was not provided with any connection and reason that was given to me was unavailability of ports and high congestion o[censored]sers in the particular area. Since, the sales person (Mr. Mahesh) and his manager (Mr. Jyoteesh), who took the application and cheque, stopped responding to my calls, I have registered more than 4 complaints with Reliance customer care in a span of 6 weeks and has seen no action whatsoever.

On 30th of November, 2011, I received an email for bill payment though connection was NOT installed. I have taken it up with customer care and I have also escalated the same TWICE with Nodal Authority of reliance communications then (Mr. Prabhu Shankar, Rcomnodalofficer.[protected]@relianceada.com). I was told it will all be corrected within 10 working days. After inaction, I have raised the issue and complaints again and I was told the connection request will be terminated soon and on 2nd of Feb, 2012 , I received an email to that effect.

In all this time, I was NEVER given connection and there NEVER was any equipment of reliance installed at my place.

After more than a year, on 21st March, 2013, I have received the email from what named itself as 'Reliance Legal' with an email ID of '[protected]@gmail.com' talking about civil case against me. And this email even talks about previous communications which never happened. On call back to the number given in the communication, Mr. Vinay has no clue about what is being discussed.

Now, 9th April 2013, I am receiving reminders for payment and threats to sue and damage my CRISIL ratings on service I was never given and the grievance cell numbers given in the communication [protected]/[protected] seems to be non-existent.

I have mailed to [protected]@relianceada.com, RCOMWireline.[protected]@relianceada.com with no response whatsoever. Not even a confirmation mail for receipt of mail.

I followed it up with Customer care and Appellate Department Officer ([protected]) on 9th April, 2013.
Ref: Conversation ID provided: [protected]

I explained to this officer about the problem and he asked me to provide with numbers of sales representatives who provided the connection and when I did, he tells me that sales representative or manager doesn't remember me, the customer from 2 years ago, and hence can't help me there. His only reply is, "You gave their numbers. They don't remember you. I can't help". A sales rep meets atleast 100 people a month and Appellate officer says since a sales rep can't remember customer from 2 years ago, he can't help.

I have moved on from Bangalore an year ago. Now, this officer wants me to come down to Bangalore office from Delhi and give written complaint, wait till they get to investigate the case (No fixed timesline there) and I may be provided an answer.

1. When I was given payment reminders and threats to sue, Why can't Reliance commit to a timeline for reply?

He himself on call admits that he doesn't any records pertaining to this account for more than 6 months but states adamantly that I haven't taken it up in 2011 Q4 and 2012 Q1 again and again despite me telling him that I did and I have communications on email and the result was the termination that happened. Appellate officer now wants me to tell him complaint numbers given on phone two years ago. If not, he can't help.

2. When Reliance can't keep the customer complaint data for more than 6 months, how is it that Reliance Officer expect me to spell complaint numbers from 2 years ago?

And finally exasperated, I asked to register this as a complaint and provide me reference number and the answer I got is, he can't. I asked whom can I escalate it to. The answer is, "I am the end of escalation".

3. According to the officer on call, there is no complaint number he can provide me. I don't understand how am I supposed to follow up if they can't pull up what has happened in the last conversation?

I have received a payment reminder on which subject has a account number. When I called the appellate office, I gave him this number. Despite me telling him number of times that I got this number from the recent mail of Reliance because of which I am calling him, he repetitively argues, "Since you have this number, you have to pay the bill. This number is only given once service is provided."

4. Is it even a valid argument to make? Shouldn't reliance move its Appellate office from a call center to a real educated officer?

This is what the implicit summary of the call, "Pay the money, no matter what or we will sue you and also destroy your credit ratings."

Please advice me on how should I proceed on this.