[Resolved]  Reliance Wimax — High billing in spite of service issues

Reliance Broadband — A/c cancelled .. still receiving bills

I was owning a reliance broadband connection.

I have given a request for the cancellation of my this a/c:

A/c no:[protected]
userid:[protected]
Bill A/c no: [protected]

request given on: 19th may 2008, request no: 68827191. The customer care person confirmed that...with in week the connection will be cancelled.

With in a week, someone from reliance came to my office, and he has taken approval to disconnect the connection, and has taken a copy of my original bill dt: 27-02-08

He said, we will come back and collect the modem. I said ok. I dont what those paper was.. but he asked me to confirm the cancellation... you have tosign this ... but i could that ... it was a cancellation form.. written on that.

Look into the matter and act accordingly .. dont fool your customers... ok?

When i got the bill today... i asked customer care.. they said.. that i confirmed again to continue the connection.. so they have not cancelled it.

I wrote an email to customer care... even they said the same thing...

But to my suprise.. i never got a call... from them... and i was under impression that.. my a/c was cancelled... as i did not recv. any bill there after... and again today i got one after 3 months..

when they do everything online, and they take request for anything over phone ... then .. who confirmed them about continuation... dont know.. and they also say that it is not thier system, that when the request is closed by themselves ... they dont inform customer...

I'm suffering a mental pressure on this ... and dont know how to close this matter.

Thanks
My Name and Address:
Mahesh Heda
c/o Merit Info Solutions
Plot#26, 3-6-69/B/14
Avanti Nagar, Bahshir Bagh
Hyderabad - 500029

Ph: [protected]

I have reliance broadband connection but its rarely working

my reliance connection is down from the last 5 days but nobody take any action. one support person call me at 8 pm when my office was closed but they never call me on day time. when I call on costumer care center they right down my complaint and issue me reffrance no they issue me reffrance no every day and every day they close refrance no without solve the complaint its very strange
we are considering to change other ISP

-- Gurvinder Singh Virdi

Reliance WI MAX connection — Issue not yet resolved

I am using wi-max connection.i am facing problem when i am trying to connect through reliance portal.
I already did the complaint regarding the same. my complaint numbers are[protected]/75368638/75800082/76293639/76350973/76943074.
When ever i am calling reliance customer service they are telling me your issue is already resolved and it is closed.Technical team told me they will send person to my place to resolve your issue no one came to my place then how issue is resolved...

I think i did a big mistake by taking this connection...

Reliance Broadband — Still being billed in spite of cancelling the services

My ordeal with Reliance Broadband started from the day I got a broadband connection installed from them i.e. on June 2nd 2008. From the begining I had connectivity problems & my subsequent calls to their customer service wherein I had asked the connection to be cancelled vide cancellation # 69855540, their retention people called me in the middle of June assured me that the things would be set right & cajoled me into retaining the services promising that they would be escalating the issue & I would be visited by a senior engineer which again turned out be the same person from their outsourced Technical Dept. located in South Extn. New Delhi. He got the connection working saying that the person who had installed the connection did not do so properly & he had repaired the same, he had also assured me that the service would work fine & I would not have the connectivity issues anymore which was a joy short lived because I started facing the same problem once again the very next day & ever since it had been the same story that I would call their customer service they would give a complaint number, engineer would come, sometimes not come & I would be waiting for a call back which would never happen.
Then one fine day on June 28th it just stopped working altogether I again called their customer service they gave me a complaint # 71073782 & was told that I would be receiving a call from their technical department within 1 hour which never happened. I called again on the 29th & was told that that the issue was under solving status, it was the same on the 30th& July 1st, on July 2nd I was shocked to receive a sms from reliance in the middle of the night that the issue was resolved & the complaint stands closed. I called your customer service on 3rd morning to confirm the same & was told it was correct that my complaint had been resolved & closed.
I want to ask them how can they resolve & close a complaint without the technical dept. even calling the customer up & the customer repeatedly calls again & again for the same issue. Anyways I was again issued a complaint # 71361982 & told the technical people would be calling me up in 1 hour which again never happened, to cut the long story short, their techie from the out sourced services came on July 5th tried his best to get it working which he managed to do it, with an assurance that the issue had been resolved & would not be repeated, it worked for a few hours only to conk off again. I called the engineer who assured me that he would escalate the issue to his seniors. A techie visited me the next day i.e. July 7th for 10 minutes could not get it working & the day after i.e. July 8th for 5 minutes only to give up & say that the area was not feasible & to cancel the services I told him to report this to the company & get the needful done. I called on July 9th only to find my a/c still active, I advised them to cancel the same they transferred my call to The Retention Dept. who have targets to achieve by not canceling (save rate) the a/c’s on one pretext or the other ( I know it for a fact because I’ve worked as senior manager in one of a very well known International ISP. Off the record this has also been acknowledged by their staff). They said I could not cancel the a/c as there was an outstanding on the a/c for Rs. 1347/- I told them that I had every intention of paying the amount but the payment may not reach them on time ( as the retention people had advised that it takes 4-5 working days for them to receive the cheque from their vendors & it takes another 3-4 working days to encash it which makes it 11-12 days on a straight day count & even if all goes well it would be dot on time for my next billing which would be July 23rd as I did not want to pay for something I have not & could not use for no fault of mine. ) I requested them to hold the July 23rd billing they did not agree. Finally out of sheer frustration I asked them if I could pay cash to their vendor to which they advised negative. I went to Saket to the nearest Reliance vendor I enquired if I could pay cash they readily accepted it, I paid the bill in cash, came back & cancelled the a/c vide cancellation # 71747925 that very day i.e July 9th. I was assured that there would be no further billing from your side.
On July 22nd I get a call from Mr. Rakesh who identifies himself as a senior person in retention (in New Delhi Phone #[protected] who enquired as to why I was canceling the service, I appraised him of the situation & he enquired if I would reconsider my decision to cancel if he rectified the problem & I responded in affirmative as I had got the connection installed with the intention o[censored]sing a hassle free service I also told him that since he was calling on the 22nd it should not happen that I’m billed on the 23rd to which he assured that even if I’m billed he would waiver those charges. He said that he would be sending a very senior technical person from Reliance. On July 25th Mr. Radhe Shyam Gupta came along with his team ( in which the person who had earlier advised the area not being feasible was also present) he spent the entire day morning to evening trying to rectify the issue he also spoke to one Mr. Kapoor or Mr. Khanna in Mumbai & appraised him of the situation. Here I must appreciate Mr. Gupta’s attitude towards resolving the issue, he came with a very open & positive mind that he would rectify the problem, which he did & believe you me that Reliance broadband for once worked absolutely hassle free for the next 2 days a performance I had never seen since the time I got the connection installed A Standing Ovation To Mr. Gupta he deserves it. But then there was an outage on July 26th as advised by their customer service since I could not log in, when I called I also enquired if any bill had been raised on July 23rd & was advised that a bill had been raised, I disputed the charges explaining the above & requested a waiver of the said bill was given a reference # 72898396 & I’ve not been able to log on since then. My complaints to their customer care again did not yield the desired results. I finally got a call from their technical support in the 1st week of August 2008 who advised me that the A/C stands cancelled as per my advice & the cancellation no.71747925 given. To my horror from the next month on I started recieving bills from Reliance broadband with Zero usage, a service that had been cancelled in July. I called Mr. Anubahv Saxena in their Delhi office who put me on to Mr. Jatin in accounts who took out the difference for the time used & advised me to pay Rs. 750/- with an assurance that the A/C would be cancelled with immediate effect after I paid the said amount, which was promptly paid, which unfortunately has not happened so far I was billed again in September again I called Mr. Jatin who again assured me that he would take care of the billing & the A/C would be cancelled but it did nt happen. I again called called Mr. Anubhav Saxena on October 1st 2008 as I received the October bill who this time put me to one Mr. Nitin Arora I called him on October 1st 2008 again an assurance was given that the amount would be waived off & the A/C would be closed, which again has not happened. In the meanwhile I started recieveing calls from your billing dept. to pay the outstanding I disputed those charges as they were for the time that the A/C was cancelled & to prove it there was Zero usage on this A/C. This time I was advised to call Ms. Manisha Sharma who heard the entire episode & assured me to do needful also assured that no collection calls would be made to me.
On January 12th 2009 to my shock n horror I've received a notice from a legal firm called D & A Associates 246, lawyers chamber, Patiala House New Delhi-110001 advising me to pay Rs. 6308/- or face legal action. This is the limit of insult that I've been subjected to.I again spoke to Ms. Manisha Sharma who apologised for the inconvenience and again assured me that the notice would be withdrawn, the A/C would be cancelled and a NOC would be issued for the same she also assured me that somebody from her team would be calling me in this regard within the next 2 hours which has not happened so far. In the meanwhile I've sent numerous emails to their customer care with no response from their side. I am still recieving the collection calls. I've tried contacting them over the phone but nobody answers my calls as they can see my # on their mobiles.

I am now facing the same problem as Mr.Mahesh Heda. I got the reliance broadband service(in the name of my dad) cancelled on may 2nd 2009 and they have also confirmed the same at that time. But as the story goes I am still getting bills and when I call them up...SURPRISE!! I NEVER REQUESTED THEM THE TERMINATION??. The funny part is they have taken back the instrument(modem, receiver etc., ) from me. Why would they take back the instrument if I didn't place the termination request??
I placed some 20 CALLS!! regarding this issue and some 4 COMPLAINTS..still no resolution.
There must be only 2 reasons for this 1)either they are trying to scam me and help Mr.Ambani keep his No.1 billionaire position
2)or they have utterly inefficient system in place to take care of these things.

I suggest anybody who wants internet connection to go for prepaid instead of postpaid to avoid problems like these. I actually asked for prepaid when I got the connection anticipating this...but they said there is no prepaid option for reliance wireless broadband services. So I had to go for the postpaid and hence facing these problems.

Anybody need more info please contact and I will be glad to share it with you

I am undergoing the same torture. Instead of elaborating from scratch, which will be a tedious affair, I copy and paste the recent communication between us. I've tried everything including numerous phone calls, emails to their Customer Services, Appellate Authority and President services, and multiple postings on their Facebook Page. I am hitting a blank wall every time though I get a new complaint number which is automatically and mysteriously resolved when nothing has been done actually.











rajiv karran [protected]@gmail.com



1:13 PM (6 minutes ago)














to broadband, rcomappellatea., President











I received an sms from you just now saying: "Dear Reliance Customer ref to your request no.[protected] as per process waiver cannot be provided. Reliance Broadband".



I ask you this, and please reply to the point. Do not give vague answers.

1) Why?



I am available at the below mentioned number from 9 Am to 1 PM everyday to answer any questions you have,



Rajiv

[protected]



On Tue, Oct 2, 2012 at 9:36 AM, rajiv karran <[protected]@gmail.com> wrote:


Mohammad Shaikh,



Let me put it to you in simple English. I will quote you first "As per the Service Request IDs[protected],[protected] and[protected], as informed earlier, the connectivity complaint is resolved from our end within the given time frame. Hence, we are unable to provide you any waiver."



And please answer the following points in detail, and do not try to avoid giving direct answers.



1) What do you mean by "was resolved"?

2) In Reliance parlance does "Resolved" mean noting down a complaint and then giving a complaint number to the customer? Is that all?

3) In Reliance parlance does "Resolved" mean automatically sending an SMS to the customer saying the problem is resolved and when the customer complains again that it is not solved, again give a new complaint number?

4) Where was the problem resolved? When was it resolved? As mentioned in my numerous emails, phone calls and Facebook postings on your site, the complaint was not resolved between the 3rd and 13th. Only after the 13th was the problem resolved.

5) What steps did you take to resolve? Did anybody contact me? Did anybody visit my premises? Do you have proof that my connection was working during the said period?

6) Why did anybody senior or anyone from the billing department contact me yet? In the last phone call I had with a colleague of yours, I was assured that someone from billing will call me and sort my issue.

7) In short, do you expect your customers to put up with your irresponsible service and your blatantly evasive answers and still pay you as well as the other service we use when your connection is not working?

8) Doesn't it strike your intelligence as odd that someone who has been paying you every month on time without fail is making a stand about not paying you for a week? Don't you think there is something here that needs to be investigated at length? Surely you don't think a customer is trying to cheat you of a few measly rupees, especially when he has been prompt in his payment all along.



Please give direct answers.



Best!

Rajiv.



On Tue, Oct 2, 2012 at 8:54 AM, [protected]@relianceada.com <[protected]@relianceada.com> wrote:





Dear Rajiv,



This is with reference to your e-mail dated October, 2012 for your Reliance Broadband Subscriber ID[protected], regarding the waiver.



We regret the inconvenience.



The complaint is registered vide Service Request ID[protected] and it will be resolved within 72 hours, post which a confirmation email will be sent to you from our end.



As per the Service Request IDs[protected],[protected] and[protected], as informed earlier, the connectivity complaint is resolved from our end within the given time frame. Hence, we are unable to provide you any waiver.



The service is suspended from our end due to non-payment of Rs. 2188.05/-. Hence, we request you to make the payment at the earliest to restore your service.


We request you to provide us with any one from the following details in order to address your concern about service cancellation.

•Customer Account Number
•Billing Account Number

Thank you for choosing Reliance.



Regards,



Mohammad Shaikh

Officer-Customer Care

Reliance Communications Limited.



For additional product and service related information, you may contact us via any of the following means:



Phone:[protected] from any phone (Toll free) or

[protected] from any phone.

Email: [protected]@relianceada.com

Website: www.rcom.co.in



You can also book your service complaints online at http://cnm.reliancecommunications.co.in/cnm/web/genTTCreation.jsp



Please note that your message will not be delivered if it exceeds the size limit of 5 MB per mail (including attachments).



Requesting you to create a shorter message (including attachments) with size less than or equal to the allowed mail limit in all your future communication.



The information provided is based on prevailing terms and conditions of the company, which are subject to change without prior notice.



This electronic message transmission contains information from Reliance Communications & is confidential or privileged.



The information is intended to be for the use of the individual or entity named above. If you are not the intended recipient, beware that any disclosure, copy distribution or use of the contents of this information is prohibited. If you have received the electronic transmission in error please notify us immediately.





-----Original Message-----
From: rajiv karran ([protected]@gmail.com)
Date: Monday, October 01, 2012 01:13 PM
To: [protected]@relianceada.com ([protected]@relianceada.com)
Cc: President Services (President.[protected]@relianceada.com); rcomappellateauthority.[protected]@relianceada.com (rcomappellateauthority.[protected]@relianceada.com)
Subject: Re: Reference to your e-mail







Please read the thread to know the issue. I AM ALSO FREAKING TIRED OF SENDING YOU A DOZEN EMAILS EXPLAINING EVERYTHING FROM THE START. IF YOU WANT TO KNOW MORE ABOUT THIS ISSUE CALL ME DIRECTLY AT 0-[protected] between 9 and 12 in the morning, or TALK TO THE PERSON WHO SENT ME THIS EMAIL, NAZMUL HAQUE.



. So far, I have not received a reply from the President Services or the Appellate Authority, and I am keeping on getting bills.



I repeat, UNLESS YOU SETTLE MY WAIVER ISSUE, I WILL NOT PAY THE AUGUST BILL. I AM PAYING AND WILL CONTINUE TO PAY THE BILLS FOR THE OTHER MONTHS AS LONG AS THERE IS NO PROBLEM WITH THE CONNECTIVITY.



YOU HAVE TWO CHOICES.



1) CONTINUE TO BURY YOUR HEAD IN THE SAND AND NOT ADDRESS THIS ISSUE, AND I WILL KEEP PAYING THE MONTHLY BILLS EXCEPT FOR THE MONTH OF AUGUST WHICH I AM DISPUTING.

2) YOU CAN DISCONTINUE MY CONNECTION WITHOUT THE RECEIPT OF THE AUGUST DUE.





THE CHOICE IS YOURS.



RAJIV KARRAN

[protected]

Mob: [protected]






















On Wed, Aug 29, 2012 at 8:01 PM, rajiv karran <[protected]@gmail.com> wrote:


Dear Nazmul,

Nothing is resolved. During the telephone conversation, and I am assuming you were the one who called me, you informed me that your person from the billing department will call me to talk about the issue.

So unless this person calls me and we both arrive at a consensus, how can you say that the issue is resolved?

Regards,
Rajiv

Sent from Samsung Galaxy Tab



On Aug 29, 2012 11:50 AM, "[protected]@relianceada.com" <[protected]@relianceada.com> wrote:
>
> Dear Customer,
>
> As per subsequent telephonic conversation had with you on the phone number [protected], regarding connectivity issue for Subscriber ID[protected], the issue is resolved.
>
> Assuring you of our best services always.
>
> Thank you for choosing Reliance.
>
> Regards,
>
> Md Nazmul Haque
> Officer - Customer Care
> Reliance Communications Limited.