[Resolved]  Mts, Jaipur — Over Charge of the Internet Services and unable to resolve the queries for the same

Address:

Jaipur, Rajasthan

I'm using a Internet data card of MTS of No. [protected] in my own name of Alok Mukerjee, from last one year and never had faced any problems related to billing before.For May'14 I had paid my monthly bill late on 30th Jun'14 which was due on 18th Jun, as I was out of station. I started facing problems with my data card in the Jul'14 1st week after paying the bill and instances happened after which are listed as below :- 1. In the 1st week of Jul'14 I faced connectivity issues regarding my data card for which I raised a complaint in MTS customer service on 1st Jul with Ref No. 1159. The same was processed. 2. Again I started facing connectivity and network issues the very next day and logged another complaint on 4th Jul'14 with Ref No- 20923 which was processed with out even calling done to me by anyone from any department. 3. I raised another complaint immediately on 5th Jul'14 with Ref No.- 24921, and strongly argued regarding connectivity issues at my house and other 2 work locations of city, to which the resolution given to me by customer care division was to visit nearby MTS centre. I had urged and asked them to send someone at my workplace but they refused saying that I have to visit the centre. Since my working hours are odd and I return home late I again said that they should send someone to my workplace place, but it fell in deaf ears. Nevertheless mydata card was out of service for next 5 days and was not used at all. 4. On 10th Jul'14 I got the data card changed which started working in fine way. (Please note that from 5th to 10th my data card was not used at all for 5 straight days) Till this time I had no idea that how and at what rate my billing is continuing for the month. From 10th again I had started using my data card. Meanwhile the bill of Jun'14 was duly paid on 18th Jul'14 5. On 29th Jul'14 I received an sms from MTS stating that I had used my credit limit to 100% and was asked to pay 2400 Rs immediately to retain the services. I was not able to understand what did that sms meant, and by the time I could understand my services were deactivated on 30th suddenly. 6. I had a terrible fight with the customer service team as how could they do it. The initial response to me which was given by the customer care executive was that I had not paid my bill, which for their kind information I had paid on 18th Jul only. Then again they said that now it is showing in their systems as earlier it was not updated. It was a very unprofessional way of such an large company that they did not updated their records till 30th. The Ref No of this call was 2071466. The call got disconnected after that. The call records (interaction recordings) of the customer care cell can be verified for this reason. 7. On 31st again there was a bitter fight from my side with the customer care department and had a long hard talk with the Team Leader also regarding the same. This day there was another reason quoted by them for the discontinuance of services saying that my credit limit was over used and that I had used a data of 10 GB in the current month. I asked them that how is it possible to use 10 GB in flat 20 days time when I have not used more than 3 GB in last one whole year barring 1 month. I had even asked them to check whether the plan was charged or billed with higher charges due to non up dation of my payment for 12 days to which the Team Leader denied and started explaining lot of technical jargons and other things out of knowledge to me. At one point I even asked him to disconnect my connection. I raised a waiver request for the non usage of 5 days which he did. The Ref no of the same was 2073115. The team leader said that this request can only be availed after once the bill is generated of the month.I repeatedly said that why should I pay any rentals when I was unable to use the data card for 5 days and why my credit limit was met when my usage is not so much to which his reply was not satisfying enough.Tole conversation can also be verified from the recordings that they have.My data card was not activated neither any solution was given to me. It was heights of harassment. I was told that I should wait for my bill to get generated and would have to pay 2400 charges of over use anyhow to retain my services. I was reluctant to pay the amount as I did not use this much data or was sceptic that the billing was not proper and a false billing method was implied to my Data card No. 8. On 3rd I went to the regional office at Vaishali Nagar and was told to pay a bil of 652 to regain my services, which I did. 9. Again after using 12 days I have recieved another sms today that my credit limit has been used and I should pay 2400 Rs to retain services. I urgently paid 600 Rs to restart services. My Complaint --- 1. Why my payment was not updated into system till 30th Jul'14 when I had paid the bill timely. 2. How did my credit limit started and got completed before the month end of Jul14, where I had even used a 50 Rs booster too. 3. What was my call charges from 1st Jul to 30th Jul. since I'am using a 499 plan in which I get 6 GB unlimited surfing which once utilised, charges 40paisa / MB. In last one year o[censored]se I have never crossed 3 GB usage, here I'am afraid that in this case my billing has been done with 40 paisa / MB due to which my plan got utilised faster, other wise in no way I can use 10 GB with in 20 days when I was never able to utilise my whole plan of 6 GB in a months time 4. The officials of MTS are not listening at all as they are reluctant and adamant in their behaviour saying that I will have to pay the total amount of 2400 generated again out of 1250 I've already paid in Aug'14 whereas my rentals are just 499. 5. Why my Waiver request with Ref No- 2073115 was processed even without calling or giving ear to my concern, and today when I called the customer care they said that the waiver request was false and cannot be processed in my favour. I asked why, the executive was unable to explain. The same can again be verified from the recordings. My question is why the hell should I pay for services not used due to faulty data card. 6. The customer care department has forwarded a mail to my email id stating what was my data usage of the month day wise. I repeatedly asked them to check whether I was billed as per the original plan or with a higher usage plan of 40 paise / MB, they said it cannot be the case. I'm still doubtful of the same. My stand is that I've already paid 1250 Rs this month which is more than double of my month plan, I would not pay any further and want a waiver to my rentals of last months bill where I did not used any data card for 5 continuous days. I also want a compensation of 50000 from company since I was not only mentally harrassed but my online business suffered too due to the same. Though the services of the company still remains the same and the outlook of their customer service department is pathetic, rude, lying and a unfriendly. It is my helpnessness that I have to have a data card for my business otherwise I'd have discontinued this pathetic service long time before