Tata Docomo — Pathetic negligent service, misinforms customers

Hi I am the unfortunate customer of Tata Docomo internet service. [A/c no:[protected]] I raised a relocation request in Oct 2012. The customer care executive assured me that the request would be serviced soon and i would receive an intimation from the visiting engineer. I never received any intimation from any engineer. I had to make call after call, asking them to send someone soon and every single time they assured me that my request would be serviced in 48 hrs! An entire month passed, with my request still pending!! I had no access to the net for a month. After I screamed on the top of my lungs for the Nth time in the last 3 weeks, I demanded discontinuation of service. At this, the customer care executive assured me that bill for the period of disconnection will be exempted and my service request would be processed. I finally got connected to the net after a month. However, they never exempted the bill for the period of disconnection. I chose to ignore the bill generated for that month, and went on to pay for subsequent months till date, Aug 2013. For the last 1 month, I have been getting calls everyday, asking me to pay the outstanding bill (which is outstanding by the amt that I was assured will be exempted). The customer care told me “this is how it is in their system”, and asked me to drop a mail to [protected]@tatatel.co.in. I dropped a mail on 2 Aug 2013, and received a reply on 25 Aug 2013 (almost a month later) from Mr Rawal with the following contents : [This is with reference to your email regarding Tata Docomo Account Number[protected]. We deeply apologize for the inconvenience experienced by you. We have verified our records and found that your account is active and your current outstanding amount is Rs. 1022/- We trust the above explanation is to your satisfaction and will surely be of help to you.] This reply mentions nothing about the exemption assured to us, and offers no rationale behind why I am being asked to pay for a period when I did not enjoy internet service from Tata Docomo, for no fault of mine, but due to delay from their side, and that too after having assured me that the bill would be exempted. Later today, when I called the customer care again, they tell me that “they do not offer waiver facility”, no matter the reason for the delay of service request. He acknowledged that I had been “misinformed” about the exemption earlier and that they would take internal action for it, but they would NOT exempt my bill, no matter what! I am not sure if my expectations are high here, but not only is this grossly unfair, it is plain UNREASONABLE. I am being asked to pay for a service that I never used. Firstly my customer request was not addressed on time, it was painful to call up customer service 5 times a week to have them come and address the request for an entire month, then i was given false assurance of exemption, then again i was pestered everyday to pay the outstanding bill (which was to be rightfully exempted) and then i was told that “the facility” to waive off bill does not exist. This is the one of the worst services I have ever used. Service is highly INCOMPETENT, they MISINFORM you, there is NO ADHERENCE TO SERVICE SCHEDULE, level of COMMITMENT IS EXTREMELY LOW, information conveyed is often FALSE, NON INFORMATIVE and INCOMPLETE. Their customer service mail id is a NIGHTMARE, responses are NOT PROMPT atall. All in all, PLEASE STEER CLEAR FROM TATA DOCOMO BROADBAND SERVICE, it is PATHETIC!! They make you want to pull your hair out and scream in agony!!!