Lifecell International — Lifecell lying and now charging extra

CRM No[protected]

Lifecell is charging us Rs 3000 after 12 days of delivery under the pretext that hospital charged extra. Without this payment our account will not be regularized even though we have already paid Rs 65030 as was communicated by the zonal head (Mr KM) of Lifecell in bhubaneswar.

Emails excerpts in sequence follows:

1. Excerpts from email from lifecell customer care

"Greetings from LifeCell!
Thank you for writing to us, we acknowledge the receipt of your request.
With reference to your query. We wish to inform you that the collection charges are inhouse charges by the hospital and we do not have any information billing rights for this."

2. Excerpts from my email in response follows:

"I expected the customer care team to coordinate among yourselves before reaching a potential resolution.
Today during the call with customer care personnel "Y" Relationship executive Mr SB was also there and he confirmed what I have been stating since last 2 days to multiple customer care personnel.
Please go through today's call recording, consult with Y & SB and then take a informed call.

Below is what we all agreed on and RE confirmed.
i. I had not selected any hospital during enrolment as it wasn't finalised at that moment. Lifecell system must have set a default hospital. I informed about the hospital just before the delivery and that was the only time I had updated hospital details. So the argument of "changing hospital" is irrelevant.
ii. Lifecell zonal head at the time of enrolment, Mr KM had informed me specifically on call that there won't be any extra charges other than 26030 and 39001. Infact he had mentioned that the collection charge is also included in this and I could go for any hospital and avail the collection without any extra charges.
Above discussion was also confirmed by RE Mr SB during today's call."

iii. Excerpts from followup email from lifecell customer care:

"Thank you for writing to us. We acknowledge your request regarding collection charges.
With reference to your email below and as per the reply received from our relevant team, we write to inform you that the collection fee paid at the time of enrollment was Rs.3000/-.
However, the delivery was completed at J Hospital and SS doctor and collection fee for the selected hospital is Rs.6000/-.
Hence, you are liable to pay collection charges of Rs 3000/- towards your Life cell account.
We request you to kindly remit the payment at the earliest to regularize your account with Lifecell."

4. Last email response from me:

"Lifecell zonal head represented the company while pitching the plan to
me. Whatever arrangements lifecell has with hospitals is between those
2 parties and nothing to do with me simply because I was not informed
about the additional charges during enrolment as well as during
collection even though I had discussed with customer care, RE and the
collection personnel around the time of delivery. It is very
convenient now for lifecell to hide and pass on the responsibility of
extra charges charged by Lifecell on to the hospital now.
Please note I had not selected any hospital during enrolment yet
Lifecell chose to charge me 3000 at that time. Why? And now I see that
they have raised an invoice of 3000 after 12 days of delivery.
Lifecell committed one total amount to me and due to its own
operational inefficiency now had to take a small hit. Not accepting
mistakes and passing the responsibility to the customer and the
hospital, that's what is happening now.
I am disappointed with the amount of follow up I had to do to get
things done. Issue with Kit box delivery, post dated cheque not
getting collected, extra charges, unresponsive RE, Zonal head lying to
secure the deal.
I wouldn't recommend lifecell to anyone. I am stuck. Seems like I will
have to pay the 3000 penalty to select Lifecell over the other
company. But before that I will let this story out and file a
complaint to the authorities. I will only pay if Lifecell is able to
convince the authorities that they didn't do any wrong."
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