[Resolved]  Tata Photon Plus — Abnormal bill, bad customer care, disconnected network

Address:

West Bengal

Hi,



This is in reference to my number: [protected]
Docket number for the same is[protected]



I currently have the following plan: Photon Plus Power Sur[censored]nlimited



This month, I was sent a bill which was astronomically and abnormally large. This surprised me as I was assured by your sales team as well as by a mail later that the plan I had opted for was an unlimited plan and there would be no extra charges in case I crossed the limit of 10 GB. The only change in this case would be that the connection would change to a dial-up one.





When the bill arrived, I sent back a mail on 9th January 2012, seeking clarification for the erroneous bill (the conversation is provided in the mail trail below). Here, it is also important to point out that the charges for usage was shown to be the correct amount. The extra amount was shown as a part of the “discounts and other charges” category.



Following my mail, a representative of the company called up my husband on the 9th and told him that the charge was a churning fee, which was generally applied when an account is discontinued by a user and then asked to be restarted again. I had never ever given a request to stop or even pause my connection and have in fact been using the connection every day since July 2011 and have also been receiving and paying my bills every month. So how can this so-called “churning fee” be attributed to my account?



The representative then promised to look into the problem and assured us that he would raise a compliant for the issue. The next day, when I tried to log into my account, I could noty connect. Since I work from home, this created a huge problem for me. I called up the customer care department and was informed that my connection was blocked as I had crossed my “credit limit”. Please note: this was the beginning of a new month and though the connection was working fine on the 9th, the connection was cancelled on the 10th, right after the phone call. How could my credit limit be crossed in a single day and that too in the beginning of a fresh month? It is not even that my bill payment date had been missed and as a result of that my connection was stopped.



All this was done, without even informing me or even sending me a mail indicating that I had crossed my credit limit. Anyways, I called yup the customer care department again and was assured that my compliant was lodged and that someone would call me up to sort out the issue in the next 24 hours. Nothing happened, no body called.



In the mean time, I called up the Nodal officer department and was given the same assurance. The person handling my call, restarted the connection again after profuse apologies and promised to look into the bill abnormalities by 3 P.M. of 11th January 2012. It is the 12th today and even then no body has called or even mailed me. Today again, I cannot connect to my account as the connection has again been disconnected.



I would like to know exactly why this is happening and why should I be made to go through such a harassment? There is not the slightest professional etiquette from the Tata Indicom authorities, which is such a pity as we definitely expect nothing but the best from any organization even remotely connected to the ideologies and principles of Mr. Ratan Tata. I am being made to suffer through no fault of mine and my profession is also suffering because of this.



Please try and solve this problem as soon as possible or else let me know in case I should terminate the connection.



Regards,

Damayanti Bhattacharya

[protected]