[Resolved]  Tata Teleservices (Maharashtra) Limited — Non-delivery o[censored]SB modem (data card) despite acceptance of payment in January 1 2009, nor refund of my payment

To
The Manager/ Head of Customer Care
Tata Indicom
Tata True Value Hub,
Shop No. 19/20, Opp. Pizza Hut
Lokhandwala Complex,
Andheri West, Mumbai – 00 053
Date: 17th July 2009

Dear Sir/ Madam,

Sub: Non-delivery o[censored]SB modem (data card) despite acceptance of payment in January 1 2009, nor refund of my payment

I wish to bring to your notice that on January 18, 2009 I was approached by your Sales executive at my residence at 7 Bungalows to apply for an introductory offer for ‘Plug 2 Surf Whiz’ USB Modem. Through this offer, I could apply for this USB Modem with a payment of Rs. 3009, wherein the first 3 months I would receive free rental and usage to an amount of Rs. 1000 per month. The key selling point was that the Internet speed and connectivity was extremely quick. I was informed that the product would be delivered to me within a few days and for any concern I could liase with the Customer Care Centre.

Since I already had a USB modem from Tata Indicom number [protected] (account number[protected], I had enquired if the new USB modem data card could be issued with the same number for ease o[censored]se and billing. I was assured that this was possible and would be taken care of. However, subsequently I received a call that my data card was to be delivered with a different number. When I explained my requirement each time I was told this would be addressed. However, 6 month later, my problem is still un-resolved.

During this interim, I made multiple calls to the Tata Customer Care, where I was given different reference numbers everytime I narrated my issue (Reference Number[protected] spoke to customer service officer Swaroop on March 13, 2009 where I was promised a resolution on March 16, 2009 – no call or resolution; Subsequent calls in May and June and the last one on July 14, 2009 where after almost half an hour of waiting and talking, the officer abruptly hung up when I enquired the name of Head Customer Service).

Details of the application are mentioned below:
Date of application: January 18, 2009
Details of the Payment are mentioned below:
Cheque Number Amount Dated Drawn on Cleared on
267972 Rs. 2009/- 18/01/2009 ICICI Bank 22/01/2009
267973 Rs. 1000/- 18/01/2009 ICICI Bank 22/01/2009

A month or so ago I received a Payorder from Tata Teleservices (Maharashtra) Limited for an amount of Rs. 1000/- (Number 985954, drawn on Deutsche Bank, dated March 28, 2009) and I assume this is part refund towards the above payment. I did not bank the cheque in the hope that my issue would be resolved. However, since I was rudely informed that Tata Teleservices cannot do anything for sales promotions carried out locally by the centres, I went ahead to bank this instrument 2 days ago.

I am extremely disappointed with the way this entire episode has been handled and the manner in which Tata Teleservices or its franchise have made good my funds for a period of 6 months. I fail to understand how an organization can pocket customer’s funds without providing the product/ service and not so much as bother to call them and attempt resolution. Further, instead of being able to register my complaint and provide me with a satisfactory resolution, Tata Customer Care centre proved to be extremely inefficient and unhelpful.

Needless to say this is wrong both ethically and lawfully and I would not stop from reporting this to the Consumer Forum or the press. It is not a matter of a few thousand rupees but a matter of incorrect practice by an organization of your stature.

I seek the following:
1. Refund for the balance amount of Rs. 2009/- which has been held back by you
2. Compensation for not providing me with the product which I paid for nor refunding me my funds for over 6 months and; mental harassment for attempting to resolve this complaint and my multiple and countless follow-ups to resolve this matter.

Enclosed:
1. Copy of the Payorder towards part refund
2. Scheme Details

Regards,
Sharon Mascarenhas

Copy:
Head of Customer Care, Tata Teleservices
India Consumer Forum