Reliance Communications — Customer Harassment

I have been using this phone since Oct'2004. For every other request made to Reliance they say it is the process to visit the Web World and we have to visit them for small - small things like plan change etc. etc. Now the case in hand is we shifted from Patparganj, New Delhi to Vasundhara, Ghaziabad in Jul'2006 and a copy of the lease agreement was submitted at the Karkarduma, New Delhi Web World for change of address in the month of Aug'2006.

I started receiving the bills at the new address at Ghaziabad from Sep'2006, without the new address reflecting on the bill. Despite my repeated requests / complaints till Jan'2008 nothing happened. Now on 5th Mar'2008 they barred outgoing calls under the heading ' Negative verification'. I was told to go to the Web World again, which is 12 kms away and submit the address proof again. The point is why is that the customer has to be harrassed to visit the web world and they cannot do the collection of the details/ documents from their own department who are sending the bills. Further how is it that the mobile was operational if it has 'Negative Verification' for so long and Reliance has been sending the bills and receiving payments.

This seems to be a case of we being bonded customers and we always have to tow the line that the company dictates to us. The point here is despite my repeated requestes that I am in the family way, I cannot drive and my husband keeps traveling felt on deaf ears. I had to wait for my husband to come back and we went again to the same web world at Karkarduma, New Delhi on 15th Mar'08 and submited the required documents. We were told that the verification would happen in next two - three days and the outgoing of my mobile would be activated. The verification took place on 19th Mar'2008 at 3 pm and till 21st Mar'2008 8 pm the outgoing was not activated.

I again called the customer care and I was told the process says that I need to go to the nearest web world again and make web world attaindant talk to customer care from my mobile and then it would be activitated. This was Mr.Amitabh on the line from customer care. On asking what logic is it? His answer was flat 'Its our process'.

Can I have justice on this atrocious way of handling customers and appeal that such service providers should not exist at all in this era of home delivery. I am at a loss as to what to do?

Swagata M Ghosh