[Resolved]  Tata Docomo — Fake requests being raised on behalf of Customer without the Customer's knowledge .

Address:

Bangalore, Karnataka

My photon number is [protected] . I have been a Photon customer since 2010. I was under a plan of Rs.750 - 5 GB unlimited corporate plan for very long now. At no point do I exceed my speed limits as my usage is strictly for work and very little personal usage. The trouble began on September 25, 2012. I was out of the country for many weeks and I had returned only on Sept 19,2012 . My billing cycle is 20th -19th of every month. Hence effectively I was on my new billing cycle when I had returned to the country
However , on Sept 25 , I saw no signal on my account and called Customer care - who told me that I had exceeded my usage of 5 GB . I was shocked as it was less than a week . I demanded a complaint and explanation on my usage details as it was being used only by me and there was no way , I could have consumed 5 GB in one week. The rep , however asked me to take an additional'Speed booster' pack which will be valid till Oct 19 - the end of my billing cycle. I refused to take it as I wanted a resolution of the complaint. I got a call from the tech team in the evening who gave me details of my usage which was very very abnormal, especially a 3 GB usage between 9.30 and 8 am of one day - when I am asleep with my computer shut down !!!!

I refused the explanation however the team was incompetent enough to offer me any analysis and were reading out statistics. I opted for an additional speed booster pack due to professional compulsions ( 2GB pack) .
On Oct 4 , yet again, I received no signal and the customer care again told me that it was because I had exceeded my usage. This time I suspected foul play and I raised another complaint for usage details . I never heard from them again on that complaint .
I took yet another speed booster pack to keep my professional commitments going ( 2GB ) and on Oct 15 - the story repeated where I was informed that I had exceeded thee usage yet again !!! Please note .. TATA photon claims I have used over 10 GB in less than one month when in all my years withe them I have never exceeded 5 GB and they do not even respond to complaints to track usage details . Their website'My Account' section' does not work half thee time and no one in their customer care can even explain how to figure it out.

Worse still , supervisors refuse to come to attend customer escalations as they are always on otheer calls. One supervisor who I was demanding an explanation did not have the courtesy to return my call after it got disconnected. Worse still , i found out , he had logged in my notes saying "Call disconnected from customer's end"!!

I demanded a cancellation on Oct 15 and I was transferred to the retention team who spoke 'extremely sweetly' , took it upon himself to resolve the issue by the next morning 10 am and that he will disconnect the connection himself , if i didnt receive a response. I fell for the trap and waited.
Come Oct 16 , the status is the same and I call back for Cancellation yet again and this time another 'Retention rep' tries his tricks of offering me Rs 500 off blah blah. I had to remind them that I was not a BEGGAR at their doorstep and I did not want anything to do with them anymore . I was told it will take 7 working days for the cancellation request to be completed. I requested for the earliest cancellation withe NO ROOM for further negotiation .
Even when there was a call confirming the same later - I made it very CLEAR i did not want the connection.

I was warned by colleagues that TATA Photon always plays dirty and never cancels connections. I decided to wait the 7 days .
On Oct 25 ( ten days after I have raised the cancellation request[protected]I receive an email saying a Request number[protected] has been raised and is being looked into it . I suspected foul play and called Customer Care to understand the status of my cancellation on Oct 26 and I was shocked that a fake Service request has been raised saying

"Customer has been retained by arranging a JE visit to the customers house' .

I am shocked at this - because at NO POINT did I ask or approve of this . It is a FAKE REQUEST and Tata Photon has NO AUTHORITY to raise a fake request on my behalf.

How can Tata Photon CLOSE a cancellation request and worse still CLAIM THAT THE CUSTOMER HAS BEEN RETAINED. It is an absolute lie and how can Tata Photon practice an unethical practice of raising and closing requests using my name without my knowledge !!!!!

I wanted their next levels of escalation - but they believe in the policy of not being transparent. I have fought my way to write to an appellate id which i luckily tested while I was on the phone withe the rep - and i found out that it was a Fake id -- why am I not surprised !!! . I received yet another appellate ID and I have written my concern - but I do not hope for any response. However , it will be time to take them to court , if they decide to generate my bill for the month after I have requested my cancellation and registering fake requests in my name saying I have chosen to resume service which i HAVE NOT and I NEVER WILL.