Tata Docomo — Unresponsive Customer Service

Address:

Bangalore, Karnataka

This is with reference to my Docomo post paid personal connection (Mobile Number: [protected]).

To brief you, I have a Friends & Family Plan for close to past 2 years, and I had approached the Indira Nagar outlet (10days ago) for change in set of the numbers enrolled in my plan.

In past, they used to accept the request at the counter and process the same during the billing cycle. Though, every time, I faced a challenge, as they used to miss it in the subsequent billing cycle and I used to personally go and remind them since there was no reference number given for any request/application submitted. So it usually took two months to change and at times re-submission of request was needed.

However this time, to my surprise, I was told that it’s a corporate connection, though I clarified that this has been my personal connection for 3 years or more and I have never been employed in TATA group companies and also not applied for corporate connections. Upon repeated request, the customer service representative at the store did send an email and verbally confirm to me that the new numbers will be considered in this (Nov. ‘12) billing cycle and I will receive a confirmation call as well.

I did get a call in couple of days but the CSR requested for the old set of numbers which I did not remember. As advised, I called up 121. The automated message gave me a new number to contact. Upon calling that number I again got an automated message with another new number to contact. It didn’t not help me connect to any CSR over call.

Hence, to avoid another chain of automated messages and new numbers, I approached the Indira Nagar outlet today for confirmation on my request. They repeated the same thing, that I am a corporate customer and I need to send an email and they will not be able to help. They were not sure how my personal number got converted to corporate number automatically.

As earlier, I do not wish to miss on my billing cycle of this month again like past times for the change request in numbers. Also, not sure of the reason for my personal number being considered as a corporate number. My billing cycle is 25th of a month. And I had requested to consider the following set of numbers:

STD
1. [protected]
2. [protected]
3. [protected]

Local
4. [protected]
5. [protected]
6. [protected]

I sincerely request for your intervention and kind help to resolve the mentioned issue, as my past experiences with the customer service has not been satisfactory.