[Resolved]  Tata Broadband — No Service Provided

My Internet was disabled for over 10 days despite having paid for 6 months in advance.. Tata refuses to pay me back my advance money when I decided I had to opt for another service provider. They even refuse to admit in plain words that their "policy" does not permit refund of my money despite service being down for 10+ days. I choose to find legal recourse but they are not even ethical enough to put in writing what they tell me over the phone.
here is the entire communicaton thread:

7th September
To,
Nodal Officer West1
Ms. Mamta

I tried calling you on [protected] but my call went unanswered. Kindly refer to the thread below (my apologies for the length; it would have been much shorter if your customer-care department understood simple English).

I need to speak with you in this regard. I would really appreciate a call on 98922 XXXXX.

Rohit Chabria


----- Original Message -----
From: Cebex Security Systems
To: customerservice
Sent: Monday, September 07, 2009 4:47 PM
Subject: Re: FW: FW: FW: Discontinuation of prepaid broadband services and refund of balance amount


I received a call from your "executives" about a week ago- who said that they would reply to the mail as below- admitting that there was indeed 12 days downtime before I discontinued service, and they would NOT refund me the money, regardless.

But no one has bothered to honour that commitment! I am still awaiting my confirmation in writing.

Rohit Chabria

(98922 XXXXX)
----- Original Message -----
From: customerservice
To: [protected]@cebex.in
Sent: Wednesday, August 26, 2009 11:18 AM
Subject: FW: FW: FW: FW: Discontinuation of prepaid broadband services and refund of balance amount





Dear Customer,



We regret for the inconvenience caused to you.



We would like to inform you that your concern regarding Refund has been forwarded to our team. Our executives are working on your issue on high priority basis. We will get back to you with the feedback at the earliest.



We need your support during this period which enables us to serve you better.



Thank you for your valuable time and patience.



For any further assistance, please feel free to contact Customer Service at http://www.tataindicombroadband.in/contactus.html (the link contains the location wise contact numbers) or mail us on [protected]@tatacommunications.com. We will be delighted to assist you







Warm Regards,



Sunil,

Customer Service,

TATA Communications Internet Services Ltd


[protected][protected][protected][protected]

From: Cebex Security Systems [mailto:[protected]@cebex.in]
Sent: Tuesday, August 25, 2009 1:32 PM
To: customer service
Cc: internal cebex
Subject: Re: FW: FW: FW: Discontinuation of prepaid broadband services and refund of balance amount

Sandhya,

How exactly am I a "privileged" customer? What are the benefits I enjoy over standard customers? I would love to know.
Kindly ask Mr. Babji to call directly on my cell phone - I am not aware of any call. If you have spoken to the point of contact at my office, I would rather you speak with ME directly. I have also given you my mobile number earlier in this thread a few days ago. View below please.
I understand that you have a "no refund policy" - you have stated it 6 times already! All I asked you to do was admit that DESPITE your service being completely unavailable for 12 days - you still choose to exercise your "no refund policy". Why is this so difficult to comprehend? You guys seem to be able to understand English, otherwise.




Awaiting your reply TO MY ABOVE MAIL - and not a reply stating what YOU wish to arbitrarily state.



Rohit Chabria

98922 XXXXX

----- Original Message -----

From: customer service

To: [protected]@cebex.in

Sent: Monday, August 24, 2009 6:31 PM

Subject: FW: FW: FW: FW: Discontinuation of prepaid broadband services and refund of balance amount







Dear Customer,



We are obliged to have you as a privileged customer.



Please refer to the telephonic discussion you had with Mr. Babji on 24th Aug, 2009 regarding refund.



We would like to inform you that there is no deactivation procedure for the prepaid account. You may use the account till it expires and further do not renew your account. After the grace period of 30 days your account will be deactivated. In this regard, we would like to inform you that the balance amount cannot be refund to you and there is no security deposit. You may submit the router or the CPE in the nearest tata communications office. Kindly note the given below the nearest tata communications address.



Address:

Tata Communications, Satelite Silver, 3rd Flr, Mittal Estate, Andheri-Kurla Road, Andheri (E), Mumbai - 400059Phone:[protected]



Assuring you of our best services all the time



For any further assistance, please feel free to contact Customer Service at http://www.tataindicombroadband.in/contactus.html (the link contains the location wise contact numbers) or mail us on [protected]@tatacommunications.com. We will be delighted to assist you



Warm Regards,



Sandhya,

Customer Service,

TATA Communications Internet Services Ltd.




[protected][protected][protected][protected]

From: Cebex Security Systems [mailto:[protected]@cebex.in]
Sent: Monday, August 24, 2009 3:11 PM
To: customer service
Subject: Re: FW: FW: Discontinuation of prepaid broadband services and refund of balance amount



number 6 - very good



Now the search will begin for which Director of your "esteemed" Company I can send this to!

----- Original Message -----

From: customer service

To: [protected]@cebex.in

Sent: Saturday, August 22, 2009 4:47 PM

Subject: FW: FW: FW: Discontinuation of prepaid broadband services and refund of balance amount






Dear Customer,



We regret the inconvenience caused to you.



With reference to your mail we would like to inform you that the balance amount cannot be refund to you and there is no security deposit and for any further assistance we kinldy request you to revert us to do the needful.



Assuring you of our best services all the time.



For any further assistance, please feel free to contact Customer Service at http://www.tataindicombroadband.in/contactus.html (the link contains the location wise contact numbers) or mail us on [protected]@tatacommunications.com. We will be delighted to assist you



Warm Regards,



Sarala

Complaint Management Team

TATA Communications Internet Services Ltd








[protected][protected][protected][protected]

From: Cebex Security Systems [mailto:[protected]@cebex.in]
Sent: Saturday, August 22, 2009 12:46 PM
To: CUSTOMER SERVICE
Cc: internal cebex
Subject: Re: FW: FW: Discontinuation of prepaid broadband services and refund of balance amount

This is my 5th mail saying the same thing! And your 5th Automated irrelevant response.



Keep them coming! Some newspaper somewhere is going to enjoy printing this whole thread!



Rohit Chabria







----- Original Message -----

From: CUSTOMER SERVICE

To: [protected]@cebex.in

Sent: Friday, August 21, 2009 7:18 PM

Subject: FW: FW: FW: Discontinuation of prepaid broadband services and refund of balance amount



Dear Mr. Chabria,

We regret the inconvenience caused to you.

We have been trying to call you on. [protected].dated 21-AUG-2009 for refund.

First and foremost we would like to thank you for allowing us to be of service to you and the time you have spent to provide us your valuable feedback.

Your satisfaction is our greatest reward. We will strive to keep up with your expectations.

Since we were unable to contact you we would like to inform you that as your account is prepaid account we do not process any refund.

Hope the above information is useful to you.



For any further assistance, please feel free to contact Customer Service at http://www.tataindicombroadband.in/contactus.html (the link contains the location wise contact numbers) or mail us on [protected]@tatacommunications.com. We will be delighted to assist you



We will be delighted to assist you.



Warm Regards,



Mrudula,

Customer Service,

TATA Communications Internet Services Ltd




[protected][protected][protected][protected]

From: Cebex Security Systems [mailto:[protected]@cebex.in]
Sent: Friday, August 21, 2009 1:51 PM
To: customerservice
Cc: internal cebex
Subject: Re: FW: Discontinuation of prepaid broadband services and refund of balance amount



Please read my mail below - AGAIN - Keep replying me in this fashion, and I will have a field day with this when I post it all over the internet.

Your mail below says you tried calling on 23rd August. We are still on 21st Aug. So, er, which year are you referring to, may I ask?

My personal mobile number is 98922 XXXXX. Do call. This should be fun. - Rohit



Dear SANDHYA / Grace,



You have sent across a pre-formatted regret letter without even bothering to read my complaint. AGAIN - Kindly ensure it is forwarded to the floor supervisor Srikanth.



Didn't you bother READING what I wrote? Where have I asked you for a validity extension?



All I asked for was a refund.



If you cannot give me the same, please have the decency to state the following at least:



"Dear Mr. Chabria,

We agree that your Internet Service was not available to you from Aug 6th onwards for about 10 days or more. However, we are not in a position to refund your money which you requested after cancelling your account, despite this."



That shouldn't be too tough, right?



Hopefully, you will be competent enough to explore my case before sending me irrelevant replies like the one below.



Rohit Chabria

----- Original Message -----

From: customerservice

To: [protected]@cebex.in

Sent: Friday, August 21, 2009 1:23 PM

Subject: FW: FW: Discontinuation of prepaid broadband services and refund of balance amount





Dear Customer

We regret the inconvenience caused to you

We have been trying to call you on [protected] on (23rd Aug, 2009 ??????)

to understand the complaint regarding refund.

Since we were unable to contact you we would like to inform you that as a prepaid customer there is no refund as there will be no security deposit amount collected from customer.

Request you to kindly provide your alternate contact number and convenient time for us to for further assistance

Assuring you of our best services at all times

For any further assistance, please feel free to contact Customer Service at http://www.tataindicombroadband.in/contactus.html (the link contains the location wise contact numbers) or mail us on [protected]@tatacommunications.com. We will be delighted to assist you.

Warm Regards,

Sandhya,

Customer Service,

TATA Communications Internet Service Limited


[protected][protected][protected][protected]

From: Cebex Security Systems [mailto:[protected]@cebex.in]
Sent: Thursday, August 20, 2009 3:50 PM
To: customer service
Cc: internal cebex
Subject: Re: Discontinuation of prepaid broadband services and refund of balance amount



Dear Grace,



You have sent across a pre-formatted regret letter without even bothering to read my complaint. AGAIN - Kindly ensure it is forwarded to the floor supervisor Srikanth.



Didn't you bother READING what I wrote? Where have I asked you for a validity extension?



All I asked for was a refund.



If you cannot give me the same, please have the decency to state the following at least:



"Dear Mr. Chabria,

We agree that your Internet Service was not available to you from Aug 6th onwards for about 10 days or more. However, we are not in a position to refund your money which you requested after cancelling your account, despite this."



That shouldn't be too tough, right?



Hopefully, you will be competent enough to explore my case before sending me irrelevant replies like the one below.



Rohit Chabria









----- Original Message -----

From: customer service

To: [protected]@cebex.in

Sent: Thursday, August 20, 2009 3:32 PM

Subject: FW: Discontinuation of prepaid broadband services and refund of balance amount







Dear Mr. Chabria,



We regret the inconvenience caused to you.



We have noted your request for validity extension. We would like to inform you that our system has been upgraded in such a way, that based on your complaint/complaints registered with us, you will be given validity extension, if you are eligible for and the same will be updated in your account.



We would like to inform you that as a prepaid customer there is no refund as there will be no security deposit amount collected from customer.



If you require any further assistance please get back to us to do the needful.



Looking forward for your valuable association with us



For any further assistance, please feel free to contact Customer Service at http://www.tataindicombroadband.in/contactus.html (the link contains the location wise contact numbers) or mail us on [protected]@tatacommunications.com. We will be delighted to assist you.



Warm Regards,



Grace,

Complaint Management Team,

TATA Communications Internet Services Ltd.






[protected][protected][protected][protected]

From: Cebex Security Systems [mailto:[protected]@cebex.in]
Sent: Wednesday, August 19, 2009 6:45 PM
To: customer service
Cc: internal cebex
Subject: Re: Discontinuation of prepaid broadband services and refund of balance amount



Kind Attn: Srikanth (Floor Supervisor)



Further to our conversation - I would like to document what we discussed:

I am shocked and appalled at the cavalier attitude of a Company with your name (Tata), which basically expects me to simply 'resume' services now that you guys have apparently got the connection going, after 12 DAYS!
As my records will clearly indicate, we have faced SCORES of downtimes over the past few months - 10 days continuous downtime from 6th August completely taking the cake
Your no refund policy is absolutely unbelievable - even to a client to whom you have failed to provide the most basic service for 10 continuous days
If despite all this, you do not believe in a refund policy - that is fine - please keep the money - your Company will need it more need it more than I do. Kindly reply to this email accepting that despite any amount of downtimes during this year and service being down for 10 days starting Aug 6th 2009, your Company will not refund my balance money deposited with you
I will then seek necessary recourse with your directors and / or other agencies as I deem fit.



Thanks for your time.



Regards,



Rohit Chabria

(98922 XXXXX)



PS - Thank you for your suggestion, but I refuse to take compensation in any other goods an services you offer - as that is a compromise I will make for your incompetence, and that is not acceptable to me.







----- Original Message -----

From: customer service

To: [protected]@cebex.in

Sent: Wednesday, August 19, 2009 5:47 PM

Subject: FW: Discontinuation of prepaid broadband services and refund of balance amount







Dear Mr. Chabria,



We are obliged to have you as a privileged customer.



We have been trying to call you on [protected] on dated on 19-AUG-2009 to understand the complaint given by you.



Since we were unable to contact you we would like to inform you that there is no deactivation procedure for the prepaid account. You may use the account till it expires and further do not renew your account. After the grace period of 30 days your account will be deactivated. In this regard, we would like to inform you that the balance amount cannot be refund to you and there is no security deposit. You may submit the router or the equipment in the nearest VSNL office. Kindly note the given below the nearest VSNL address.



Address:

Tata Communications, Satelite Silver, 3rd Flr, Mittal Estate, Andheri-Kurla Road, Andheri (E), Mumbai - 400059

Phone:[protected]



However if you are referring to any connectivity concern we request to kindly revert back to us so that we can do the needful for you.



Assuring you of our best services all the time



For any further assistance, please feel free to contact Customer Service at http://www.tataindicombroadband.in/contactus.html (the link contains the location wise contact numbers) or mail us on [protected]@tatacommunications.com. We will be delighted to assist you



Warm Regards,



Vahab

Customer Service,

TATA Communications Internet Services Ltd.




[protected][protected][protected][protected]

From: Cebex Security Systems [mailto:[protected]@cebex.in]
Sent: Wednesday, 19, August, 2009 11:10 AM
To: [protected]@tatacommunications.com
Subject: Discontinuation of prepaid broadband services and refund of balance amount



Date: August 19, 2009











To,

Tata Indicom

Mumbai











Dear Sir/Madam,









Re: Discontinuation of prepaid broadband services

And refund of balance amount



Ref: Email id:[protected]@vsnl.net







This is with reference to the above mentioned email id. We have been using your prepaid Broadband Service for a while now. While we have noticed sever downtime issues for many hours repeatedly, the last episode was too difficult to tolerate!



The internet connection had been down for over 10 days and no action had been taken for the same. Hence, we have decided to discontinue your service.



We would like to bring to your notice that the prepaid amount for three months is due with you so please refund the due amount to us at the earliest due to said deficiency in service.



We reserve the right to recourse in consumer court should the said amount not be refunded or if we don’t hear from you on this matter within reasonable time from receipt of this letter


Yours sincerely

For Cebex security Systems


Rohit Chabria