[Resolved]  Reliance Netconnect Broadband Plus — Billing Plan Change, Excessive Billing and POOR Service

Address:

Pune, Maharashtra

I am user of Reliance Net Connect Broad Band Plus HSD card and my number HSD card number is [protected]. I was getting poor service from Reliance since Dec'09 and I communicated the same by email and calling to customer care. To these request they responded something like this -

"Your actual speed can be as high as 3.1Mbps, but in most real-world situations, you can expect average speed of 500 kbps."

Hence I raised a billing plan change request on 24-May-10 to convert my billing Plan to Rs. 499/ month (10 GB Night plan), which was not changed till 26-Jul-09. And an excessive bill of amount Rs. 2920 is sent to me. When I raise the concern to Reliance, they say that you actually use net services to that extend. And you have to pay this amount.

However after a lot of heated discussion with customer care executives (more than 5 times) they agreed to give me a waiver, which will reflect in next bill. And asked me to pay Rs. 1949.00 to clear all the dues, which I did before due date.

But again in next bill which I received includes the Rs. 499 as pending amount. For which I am still fighting and I haven't paid my last bill.

By they my HSD services are downgraded many times and even disabled at least twice. And now my services are discontinued since 18-Sep-10.

Reliance Team is constantly calling me to pay my all dues but they are not ready to resolve the matter. I am fed up by their calls and want to close the connection. But in any case I am not going to pay any amount to Reliance.

"BEWARE OF RELIANCE NETCONNECT BROADBAND Plus"

Below is the series of events, that may help you taking proper decision.

18-Dec-09:- Connection Speed Issue is reported with Service Request ID:[protected]

10-May-10:- Payment of Rs. 1522.00

13-May-10:- Connection Speed Issue is reported

17-May-10:- Reply received from reliance, stating real world issue and suggestion to download some software.

18-May-10:- Replied on May 18, 2010 at 11:57 AM by giving proper explanation, No service engineer called me or visited me.

23-May-10:- Again sent a request to check the connection speed.

24-May-10:- Request to change my billing plan from Rs. 849 to Rs. 499 Monthly rental with 10 GB night uses.

Subject line of email:- RE:'ADAG=[protected]' Request for Billing Plan change.

12-June-10:- Payment of Rs. 936.00

21-June-10:- Again an email is sent on Monday, June 21, 2010 02:17 PM to confirm the billing plan change. [This time it was 3 days prior to billing cycle end.]

29-June-10:- Confirmed by Reliance (Mr. Vijay Raja) that billing will be changed from 25-July-10, as per service request ID[protected].

13-July-10:- Paid Rs. 1000.00

13-July-10:[protected]Plan change to Rs. 499, 10 GB night uses)

13-July-10:- waiver of Rs. 242.21 (Waiver was passed since the wrong plan was given and as per the usage details reflecting on the records. For billing cycle 25-May-10 to 24-June-10)

30-July-10:- waiver of Rs. 216.52 (waiver was passed as per the usage for that billing cycle from 25th June to 24th July)

30-July-10:- Due to billing issues, a connection termination request[protected] is created.

04-Aug-2010:- Payment of Rs. 1949.00 upon confirmation from Customer Care executive, that I don't have to pay Rs. 499.

**************************************** $$$$$$$ ****************************************
[Here please note that, there are 2 waivers given to me 1) Rs. 242.21 and 2) 216.52, which clearly means that reliance agreed that it a their fault and that is why they gave me a waiver. And due to this I suffered a lot for which I asked them to penalize Reliance itself and customer care executive gave me a another waiver of Rs.499 on 27-Aug-10, after confirming with his boss.]
**************************************** $$$$$$$ ****************************************

But to my surprise this waiver was never included in my billing documents. :)


27-Aug-10:- Payment of Rs. 750.41, excluding Rs. 499 as waiver confirmed from customer care executive.

28-Aug-10:- A request has been created by customer care executive.

29-Aug-10:- Call from Billing Department, stating the charges are correct and no waiver will be passed to customer.

06-Sep-10:- Service Request ID[protected] is created, which is still in SOLVING status.

18-Sep-10:- HSD Services are stopped.

26-Sep-10:- Current Bill amount includes (Current Bill 754.82 + Last due Rs. 498.94 + Late Payment Charges Rs. 50 = Rs. 1254)

27-Sep-10:- Live chat with you Reliance customer care executive and suggested to raise the query with Nodal Officer. On the same date an email is sent to NODAL officer for further escalation.

05-Oct-10:- I receive a mail from reliance stating that adjustment of Rs.100/- has been passed as a goodwill gesture for Late Payment Charges. That is actually a Late payment charges, which occurred due to billing dispute. But reliance is not ready to accept that they made a mistake.

22-Oct-10:- I logged a complaint in consumer Court Forum, i.e. here.

08-Nov-10:- I received call from Reliance Representative, stating the same thing, that your billing is correct and there is no dispute on it and we never gave you waiver or Rs. 499.

09-Nov-10:- Logging another complain with all these details, hope this time reliance people will realize their mistakes and poor service. In fact i should have asked for compensation for troubling me, isn't it.