MTS Customer Care — MTS DATA CARD NO : [protected] Location ( Vengaivasal ) MTS Misled me .‏

Address:

Chennai, Tamil Nadu

From: [protected]@hotmail.com Sent: Wednesday, February 25, 2015 01:37 PM To: appellate.[protected]@mts.india.in; Cc: datasupport.[protected]@mtsindia.in; customercare.[protected]@mtsindia.in; Appellate.[protected]@MTSIndia.in; [protected]@mtsindia.in; [protected]@trai.gov.in; [protected]@sansad.nic.in; Subject: MTS DATA CARD NO : [protected] Location ( Vengaivasal ) MTS Misled me . Dear MTS team, MTS Data card Number : [protected] Location : Vengaivasal, medavakkam chennai . I had purchased a MTS data card on (6/2/2015) worth rs.1000 and 4 days (10/2/2015) has been taken to activate the same. From the day one till now I had been facing crores of issues & I had really been frustrated to my core speaking to the MTS Customer care executives. They had promised me that I will get minimum of 6mbps speed before purchasing the data card. The pre sales support was fine but after I bought the data card my experience with MTS was really worst. I gone through a speed test & got only download of 20kbps with uploading speed up to 10 kbps. I had complained several time to customer regarding the issue, but till now the issue had not been solved. With improper response for the issue I requested them to give back my money by taking the data card. Later they start ignoring my calls saying that the technical person will visit your place and solve the issue it been 20 days, but no one visited my home as of now. Consequently I called to the Customer executives to know on my issue status, I’m getting irresponsible response from then that technical person had called me but I did not picked the call so the issue had been closed. I really don’t understand that how come the Customer executive can close the issue ticket if the Customer face the issue without any resolution. I remember the call I made to check back my ticket status and the call got redirected to savanna MTSCC but he literally disconnected my call with just listening my conversation. Again I called to the same number, the executive told me that he had raised a complaint for surrender and will return my money back within 38 hrs. And they never get any information from to debit my amount and as expected no amount has been debited. I called again to MTS cc they had informed that I need to pay the bill of rs 300 for using a low rated service data card from MTS. I was really shocked & asked for the details, they had informed that the usage was up to 3 GB, which is not possible at all. Later I again asked for more information in turn no reply from them and the call got disconnected as cheap attitude from the MTS Customer Service executive. Note: I never ever experienced such a customer service in my lifetime ever. Very irresponsible executives literally they cut down customer call. All most 5 to 6 time the call was disconnected by the customer care executive (Mr.Saravanan, female - forgot the names). All the customer care members were capable to attend a basic kind of call. Team leaders and floor supervisors never ever pick customer call. No Executive will transfer the call to Team leader or floor supervisors. I guess this will be the standing instruction given to call CSE (customer support executive) in the floor “not to transfer line to Team leader or the floor supervisors”. There been no follow-up call from MTSCC only as a customer I need to chase the Customer Executive for each and every minute. Honestly speaking even I had stared my carrier from the call center back ground, we trained in such a way that none of the Customer had got disappointed from the prompt and humble response we give towards the customers. Really I faced a worst experience with MTS customer care. The following issues are: 1) False promises from MTS team regarding the Speed. 2) Irresponsibility and incapability customer care executive. 3) False commitment from the MTS CC. 4) Very poor network in the location. I had raised many complaints but the issue had not yet resolved. Complaint number are (FEB/4206, FEB/8307) both the complaint had been closed without my notice. But for one ticket I got a system generated SMS stating that the issue had been solved without resolution. I really don’t understand what the hell is happening in the MTS team. Is all peoples are sleeping there. 5) The MTS dongle don’t not work properly, sometime WI FI works sometimes not. 6) Very low coverage till now I use to get very minimum speed only (download speed : 20kbps and upload 10 kbps) 7) WI FI doesn’t work at all. Complaint details: 1) FEB/4206 dated 10th Feb, 4719582 dated 15th Feb, FEB/8307 dated 19th Feb and Feb/9704 dated 22nd FEB . 2) I called many time to MTS customer care but no number in mind. 3) All the below recording and proofs are with me. Till now no solution had been provide for my issue. Instead I spent lot of money from my pocket for time calling MTS customer care again and again. I need my money back or Proper service, Is there someone who can really solve the issue? Moreover I will not pay any money more. Note: Feb/9704 only today (25th feb) morning i got a call from the compliance team. They had informed me that in my location there is no MTS coverage. MTS pre-sales had really misled me again. Now again i called MTC CC for the waiver BALA MTSCC informed me that he can pass waiver only once the bill gets generated. I will not pay the until the issue is solved. “MTS had cheated me “ Feel free to call me in case of any doubt are further clarification. Warm regards, Jakathish Kumar.G [protected]. REPLY FROM APPLENT ////////////////////////////////////////////////////////////////////////////////...⇄ From: appellate.[protected]@mtsindia.in Sent: Thursday, February 26, 2015 11:38 AM To: [protected]@hotmail.com; Cc: Subject: RE: MTS DATA CARD NO : [protected] Location ( Vengaivasal ) MTS Misled me . Dear Customer, Thank you for writing to MTS. We sincerely regret the inconvenience caused to you. You have expressed your concern in the email dated Wed, 25th February '2015 regarding MTS number [protected], we would be glad to assist you on the mentioned below concerns. 1. Speed related: As per complaint number FEB/9704 we would like to inform you that due to some technical updation you have been facing the issue currently. However, we are closely working on the issue and will come back to you shortly. Meanwhile, we would like to suggest you that you may opt for a lower rental plan till the time speed issue is persisting. You may visit our website (www.mtsindia.in) and choose the appropriate plan. Once done, please inform us to take further action in regards to bill plan change process. Your new bill plan would be effective from the next billing cycle of request raised. 2. Refund of the cost of data card related: As per request raised for refund of the cost of data card with reference number 4719582, the bill, amount should be cleared for the data utilization done in the account. We would request you to pay the bill post generation of the same and write us back along with the scanned copy of the purchased receipt of device so that we could assist you better. Further, as per your mail, we have raised the request for service disconnection with reference number 4769385 to avoid further billing. We would like to inform you that it would take a maximum of 7 days to disconnect your services. We would like to inform you that the daily rental and usage charges (if any) along with service tax would be charged during active period. 3. Unpleasant experience related: We understand your concern and have taken a note of your complaint. Please accept our sincere apology. We would like to assure you that your feedback has been shared with our concerned team to take the necessary action as per company norms to ensure such instances are not repeated. We thank you for sharing the feedback and giving us an opportunity to improve our services. It is our privilege to have you as our valued customer and we look forward to a long and fruitful association with you. We earnestly hope that this does not affect your patronage to MTS. If you require further assistance please do get back to us. We would be glad to assist you. Thanking you, MTS Appellate Authority///////////////////////////////////////////////////////////////////////...⇄ From: Appellate.[protected]@MTSIndia.in To: [protected]@hotmail.com Subject: RE: MTS DATA CARD NO : [protected] Location ( Vengaivasal ) MTS Misled me . Date: Tue, 3 Mar 2015 10:32:44 +0000 Dear Customer, Thank you for writing to MTS. You have expressed your concern in the email dated Wed, 25th February '2015 regarding MTS number [protected] about service disconnection, we would like to inform you that on behalf of your request number 4769385, our retention team had contacted you and have retained you hence, the services of your account is in active status from our end. If you require further assistance please do get back to us. We would be glad to assist you. Thanking you, MTS Appellate Authority///////////////////////////////////////////////////////////////////////...⇄ ////////////////////////////////////////////////////////////////////////////////...⇄ From: [protected]@hotmail.com Sent: Tuesday, March 03, 2015 09:35 PM To: Appellate.[protected]@MTSIndia.in; Cc: datasupport.[protected]@mtsindia.in; customercare.[protected]@mtsindia.in; [protected]@mtsindia.in; [protected]@trai.gov.in; [protected]@sansad.nic.in; Subject: RE: MTS DATA CARD NO : [protected] Location ( Vengaivasal ) MTS Misled me . Dear Appelent, Let me clarify on the call I got from MTS customer service executive. Yes I got a call from MTS TEAM DIVIYA. Below are few highlights of the discussion we had on call: 1) She had informed that the current month bill would be waived for me, since there is no coverage in my residential locality – Vengaivasal, Medavakkam. 2) She also requested for about 15 days to ensure probable speed in the same locality. But till now there is no change in the device performance. 3) She orally confirmed that my bill amount waiver will be informed to other Billing department. Note: I had made a clear communication to her that if speed is not improved. I will not pay the bill amount. She assured that speed will be improved in 15 days. Divya also gave information that the MTS team is working with reliance communication for improving the bandwidth. Kindly re-ensure the conversation history from the recorded call. If you feel any discrepancies let me know so that I can drop the MTS network service. Warm regards, Jakathish Kumar.G [protected].////////////////////////////////////////////////////////////////////...⇄ REPLY FROM APPLENT ////////////////////////////////////////////////////////////////////////////////...⇄ From: Appellate.[protected]@MTSIndia.in To: [protected]@hotmail.com Subject: RE: MTS DATA CARD NO : [protected] Location ( Vengaivasal ) MTS Misled me . Date: Thu, 5 Mar 2015 09:11:33 +0000 Dear Customer, Thank you for writing to MTS. We sincerely regret the inconvenience caused to you. You have expressed your concern in the email dated Tue, 03rd March '2015 regarding MTS number [protected] related to waiver in bill amount due to slow speed issue, we would like to inform you that as your service provider it is our constant endeavor to provide acceptable speeds. However, we are closely working on the issue and will come back to you shortly. Regarding waiver - We would like to inform you that we have shared your feedback to our concern department by raising a request for the waiver in the bill amount. The request number is – 4805684 We would update you about the same by 10-MAR-2015 09:19 If you require further assistance please do get back to us. We would be glad to assist you. Thanking you, MTS Appellate Authority///////////////////////////////////////////////////////////////////////...⇄ ANOTHER PROBLEM ////////////////////////////////////////////////////////////////////////////////...⇄ Dear Applent, MISBEHAVIOR OF MR.SATHYANATH CSD TEAM, THIS BEEN A MENTAL HARASSMENT TO ME DAILY. IF ANY HAPPENS TO ME MTS TEAM IS RESPONSIBLE TO THE SAME. HUGE MISS COMMUNICATION AND THE SYSTEM IS NOT TIGHTLY INTEGRATED. MTS IS MORE WORRIED TO WORDS MONEY INSTEAD OF PROVIDING PROPER SERVICE TO THE CUSTOMER. I guess I made it very clear in the first call itself, stating due to low bandwidth speed I will not pay the bill, which had been accepted form either sides. But now they are telling me to pay the bill which is not ethical at all, CSD team Mr.Satyanath is trying to threaten me that he will take a legal action. Currently I am unable to open the bill with registered password. Please find the below mail for your reference with the issue followed. Let me clarify on the call I got from MTS customer service executive. Yes I got a call from MTS TEAM DIVIYA. (Mr.Sathyanath had informed that there is no one named Diviya in the team. Because of her commitment only I am still in the network else I might out moved from the network earlier itself. I guess MTS team is not having a proper communication within the team. Below are few highlights of the discussion we had on call: 1) She had informed that the current month bill would be waived for me, since there is no coverage in my residential locality – Vengaivasal, Medavakkam. ( Now after the bill got generated daily I am started getting call and sms to pay the bill without caring to provide good signal. This been really a mental Harassment for me daily. By which my day-to-day activity is getting affected). 2) She also requested for about 15 days to ensure probable speed in the same locality. But till now there is no change in the device performance. (I guess the 15 days had been completed but the signal strength remains same. But MTS need customer to pay money for low bandwidth speed). 3) She orally confirmed that my bill amount waiver will be informed to other Billing department.( (Mr. Sathyanath was questioning back to me like, which is the proof I had for the same that she had orally committed, I guess MTS team need much more professionals in handling the customer. Mr. Sathyanath is using highly local language). Note: I had made a clear communication to her that if speed is not improved. I will not pay the bill amount. She assured that speed will be improved in 15 days. Divya also gave information that the MTS team is working with reliance communication for improving the bandwidth. Kindly re-ensure the conversation history from the recorded call. If you feel any discrepancies let me know so that I can drop the MTS network service. Note 2: This is the main reason I stopped interacting with customer care peoples and started typing email. This been a big mental harassment for me in daily life. As a service provider with poor signal very low bandwidth speed MTS need customer to pay bill with is not ethical at all. As per the earlier conversation I had purchased a data card for Rs.1000. Kindly deduct the amount invested by me with respect to the poor bandwidth quality and send balance amount to my account. The same had been communicated to Mr.Sathyanath but he had informed that is not possible. He is telling me to pay next month bill also since I am in middle of the month else I need to face a legal action. I need someone responsible to take the issue a stop these nonsense's calls from the MTS team at the earliest. MTS team not up to the mark to give commitment. From the day only miss communication had been given by MTS customer care. IF THIS THINGS IS KEEP ON CONTINUING MTS WILL LOOSE THE ENTIRE CUSTOMER. I NEED SOME ONE RESPONSIBLE AND PROFESSIONAL TO HANDLE THE SAME. DUE TO WRONG COMMUNICATION OF DIVIYA AS A CUSTOMER I AM IN TRAP. I GUESS I NEED TO TAKE THIS TO NEXT LEVEL. AWAITING FOR YOUR FAVORABLE REPLY. WARM REGARDS, JAKATHISH KUAMR.G [protected]. ////////////////////////////////////////////////////////////////////////////////...⇄