[Resolved]  Reliance Energy — Denial of savings on Bill Payments

Address:

Mumbai City, Maharashtra

Reliance Energy : No justification received from them yet. Following is the chain of emails (suitably modified to hide personal information) :

-----Original Message-----
From: Sachin D
Sent: 27 May 2011 18:34
To: 'energy.[protected]@relianceada.com'
Subject: Denial of Payment

I make all payments of reliance energy bills (home, office, factory, etc.) using my credit card no. 5xxxxxxxxxxxxxx3. However, your portal is declining the credit card payment giving the reason ‘denied by risk’. When I called up the customer care, I was told that I can make maximum 2 payments using a particular Credit Card.

User ID : sxxxxxxn

Master Account Number 1xxxxxxx3
Sub Account Number 1xxxxxxx1
Sub Account Number 1xxxxxxx5
Sub Account Number 1xxxxxxx4
Sub Account Number 1xxxxxxx9
Sub Account Number 1xxxxxxx8
Sub Account Number 1xxxxxxx6
Sub Account Number 1xxxxxxx1
Sub Account Number 1xxxxxxx2

The reason given for the denial is ‘security’ of credit card holder and avoiding misuse. I fail to understand what kind of security issue arises on your part given an additional layer of security by credit card companies in the form of ‘Verified by Visa’ and ‘MasterCard SecureCode’. I don’t have any other mode of payments (net banking / cheque / alternate credit card) available with me right now and due date of some of the bills is fast approaching. Further, this particular credit card entitles me to 5% cash-back on energy bill payments.

Kindly unblock my credit card in your system as soon as possible.

Thanks and best regards,

Sachin D




-----Original Message-----
From: Energy.[protected]@relianceada.com [mailto:Energy.[protected]@relianceada.com]
Sent: 28 May 2011 09:58
To: Sachin D
Subject: {DOPR11002622} [REPLY1] Response to your e-mail dated 27/05/2011.


Dear Customer,

Warm greetings from Reliance Energy!

With reference to your email regarding online transaction being denied, please note that in order to avoid a possible fraud or misuse of a card, we have introduced a security policy on our website wherein not more than two transactions would be allowed per card within a span of 30 days.

Hence, we would request you to kindly make your payment through any of the alternative modes of payment, which are available.

While we understand the inconvenience caused to you, we also hope that you understand that this policy has been introduced purely to protect our valuable customers from a possible fraud or misuse of their card.

Thank you for writing to us.

Regards,

Customer Service
Reliance Energy




-----Original Message-----
From: Sachin D
Sent: 28 May 2011 10:26
To: 'Energy.[protected]@relianceada.com'
Subject: RE: {DOPR11002622} [REPLY1] Response to your e-mail dated 27/05/2011.

I reiterate that I fail to understand what kind of possible fraud or misuse is envisaged by Reliance Energy when an additional layer of security is provided by credit card companies in the form of ‘Verified by Visa’ and ‘MasterCard SecureCode’. A lost credit card can be misused at manual swipe systems at malls, restaurants, etc., but not at online terminals, secured as mentioned.

The credit card (5xxxxxxxxxxxxxx3) which I am using is 'Standard Chartered Titanium Card' (secured by MasterCard SecureCode) which entitles me to 5% cash-back on Reliance Energy bill payments. None of the alternative modes of payment offers me this kind of savings. Therefore, I don’t have any inclination to use alternative modes of payment for unjustified absurd reasons from your side.

I use this card multiple times to book railway tickets and make MTNL bill payments. Even my Reliance Mobile bills and recharges, which is your own group company, are done multiple times in a month through this card.

Therefore, kindly unblock this card in your system or provide me with an example whereby such secured card can be misused by a fraudster.

Thanks and best regards,

Sachin D




-----Original Message-----
From: Sachin D
Sent: 30 May 2011 11:09
To: 'Energy.[protected]@relianceada.com'
Subject: {DOPR11002622} [REPLY1] Response to your e-mail dated 27/05/2011.

I am awaiting your reply on the matter. Kindly explain with a justifiable example as to why a net-banking transaction with 1 level of information requirement (just account number and password) is more secure than a credit card payment with 2 levels of information requirement (Card Details + ‘Verified by Visa’ / ‘MasterCard SecureCode’).

Your illogical reasonings and policies are depriving me of the 5% savings on the payments. Kindly unblock my card urgently as tomorrow is the last date of one of the payments.




-----Original Message-----
From: Sachin D
Sent: 31 May 2011 10:46
To: 'Energy.[protected]@relianceada.com'
Subject: Denial of Payment

Not received any justifiable response from your side since last 2 days. The last date for one of the payments is today. Unblock my credit card in your system immediately or provide me a 5% discount on the alternative mode of payment if you wish to stick to your absurd policies.




-----Original Message-----
From: Energy.[protected]@relianceada.com [mailto:Energy.[protected]@relianceada.com]
Sent: 31 May 2011 15:03
To: Sachin D
Subject: {DOPR11002685} [REPLY1] Response to your e-mail dated 31/05/11.


Dear Customer,

Warm greetings from Reliance Energy!

We have received your communication on 31st May 2011 regarding online payment issue, kindly note that the same has been already forwarded to relevant authorities at our end. We will revert to you after the issue is resolved.

We assure you of a prompt and satisfactory reply.

Thank you for writing to us.

Regards,

Customer Service
Reliance Energy




-----Original Message-----
From: Sachin D
Sent: 03 June 2011 14:12
To: 'Energy.[protected]@relianceada.com'
Cc: '[protected]@mercindia.org.in'
Subject: Denial of Payment - Final Reminder

Dear Sir,

Appended below is the chain of emails I have been exchanging with you, but what I have received so far from your side are your standard emails, not offering any reasonable justification for your security policy. I have repeatedly asked you to unblock my Credit Card No. 5xxxxxxxxxxxxxx3 in your system so as to enable me to make the payment of all my Reliance Energy Bills under my Master Account Number 1xxxxxxx3. I have attached screen-shot (No. 2) showing denial of payment for Account 1xxxxxxx8 for Rs. 2610, which I tried to make couple of hours ago and your IP Address noting for your own security reasons in screen-shot No. 1.

A person obtains multiple Credit Cards with specific benefits offered by each of them such as zero fuel surcharges, cash-backs and discounts on shopping, discounts at restaurants, etc. This particular Credit Card No. 5xxxxxxxxxxxxxx3 is a Standard Chartered Titanium Card secured by MasterCard SecureCode which offers me 5% cash-back on payments of Rs. 500 and above made for Energy Bills, Telecom bills, Fuel and Gas charges. I have attached a screen-shot (No. 3) of my credit card statement which shows cash-back of Rs. 37 on MTNL Payment, Rs. 25.50 on Reliance Infocomm Payment and Rs. 133, Rs. 107.50 & Rs. 34 on Reliance Energy Payments.

Due to your delay in providing reasonable justification, I had to make the payment for Account No. 1xxxxxxx2 for Rs. 2325 due on[protected] by cheque, losing savings of Rs. 116.25. The next payment towards Account 1xxxxxxx8 for Rs. 2610 is due on[protected], on which I can save Rs. 130.50 by making the payment via the Credit Card No. 5xxxxxxxxxxxxxx3. Your absurd security policy is putting me in financial hardship by denying me genuine savings. I am awaiting your justification / reply on the following points :

1. Why do you consider a net-banking transaction with 1 level of information requirement (just account number and password) to be more secure than a card payment with 2 levels of information requirement (Card Details + ‘Verified by Visa’ / ‘MasterCard SecureCode’)?

2. If only 2 payments are allowed per Card within a span of 30 days, what is the assurance that these 2 transactions may not be fraud?

3. I am able to use this card multiple times on all the online portals in a given span of 30 days, including Reliance Infocomm, which is your own group company. If Reliance is so concerned about fraud and misuse of cards, why is this policy not implemented across all your group companies?

4. Why are you not unblocking the card, when the cardholder himself is asking you to do so?

Therefore, you either :

1. Unblock my Card No. 5xxxxxxxxxxxxxx3 in your system immediately for multiple transactions; or

2. Justify each of the above points with reasonable justifications; or

3. Compensate me the 5% cash-back loss suffered by me for the accounts under Master Account Number 1xxxxxxx3, whose payments you are forcing me make by alternative modes and cards

Communicate me your justification / resolution by June 6, 2011 failing which I shall be constrained to approach the relevant statutory authorities and appropriate forums towards my grievances resulting from your unjustified & absurd policies.

Thanks and best regards,

Sachin D




-----Original Message-----
From: Energy.[protected]@relianceada.com [mailto:Energy.[protected]@relianceada.com]
Sent: 03 June 2011 15:01
To: Sachin D
Subject: RE: {DWML11094529} Denial of Payment - Final Reminder

Thank you for your mail. We will soon get back to you.

Regards
Customer Service