[Resolved]  Tata Docomo — Lack of transparency and amount charged on value added service without explicit consent

Address:

Hyderabad, Andhra Pradesh

I am your Tata DOCOMO CDMA customer with mobile number [protected] and I have a complaint as mentioned below:

I have been using data pack services for last few months and have been doing the renewal every 30 days. I have renewed with a recharge of data pack on October 13, 2012 for Rs. 95 having a validity of 30 days and free internet data usage of 4.50 GB. I received the confirmation SMS for free data usage of 4.5 GB and I used this service on the same day and the data usage got reduced from 4.5 GB.

But I was surprised to see that my core balance was zero on October 13 night and an amount of Rs. 165 was deducted in lump sum. I am not sure why. I further made four recharges of Rs 51, 222, 222, 222 on the same day and still the core balance was zero not knowing why this deduction. So a total core balance of Rs. 915 (approx..) was deducted.

If I have already subscribed for data pack with free usage of 4.50 GB then how can you deduct the amount from my core balance and such huge amount.

I have already lodged a complaint on October 14, 2012 with complaint number [protected] and I was told that the issue will be resolved by October 16, 2012 and still it is not resolved. I have also lodged a complaint online and spoke to your customer care several times but with no proper response and not resolving my issue.

As the issue was not resolved I had registered a complaint by email to customer care at [protected]@tatadocomo.com and appellate authority at appellate.[protected]@tatadocomo.com on[protected] and complaint was registered with docket number PBR12108916 on 17-10-12 and the same was expected to be resolved on[protected]:01hrs but same was not resolved.

I was informed in subsequent mail that the deducted amount of Rs 910 will be credited back into my account. with the reference number for the same is PBR12110945 and this was expected to be resolved latest by 23.10.12 at 16:52 hrs but it was still not resolved.

I am not even able to use the data pack which I renewed on[protected] which confirmed me free usage of 4.5 GB. This was also mentioned in my complaint and I was asked a series of questions for which I provided my reply. This is still not resolved.

Again I received reply that registered complaint regarding balance related on 19-OCT-2012 16:52:52 with vide docket number PBR12110945 and expected resolution by 23-OCT-2012. This resolution was not done as per the expected time. Also the complaint was not understood properly by you and so I had to reply back with respect to data pack service issue.

Again I got a reply on[protected] that as per records, the complaint related balance deduction with the docket number PBR12110945 is under process. I could not understand why it was taking so long time. Also my issue with respect to data pack service was not being considered at all???

Again I got a reply on[protected] that my request has been put before concern department. Hence kindly requested me to bear you with in the interim and you shall revert in 48 working hours i.e. by[protected].

I replied back on[protected] as there was no action at your end and I received a reply that as per previous complaint vide docket number PBR12110945, you have registered concern related to balance refund vide docket number PSR[protected]. The same will be resolved by[protected]:00:00.

It is very unfortunate that the issue is not resolved even by 01-11-12.

I do not understand how long you are going to prolong this issue and ask me to wait at your convenience. You are just postponing the issue by raise series of docket numbers and just fooling me.

I lost my balance on[protected] and today is[protected] and the issue is still unresolved and I have to carry my phone without any balance in it. How you do expect me to manage my day to day communication without any balance. And why is my data pack service not resolved till date. How can you be so insensitive to the troubles you are causing to your customers.

I want a final confirmation from you as to when I will get my balance of Rs 910 back and when will be my data pack service issue resolved because I have done the recharge and not able to use it.

I have been using this number from last seven years and it is very unfortunate that you are least concerned about the inconvenience you are causing to your customer.