MTS / Sistema Shyam TeleServices [SSTL] — Mts mblaze - worst customer service

Address:	600122
Website:	www.mtsindia.in

Hi people,

I converted my mts mblaze postpaid connection to prepaid and now i'm not getting proper connection for my prepaid recharges.
I just lost my 698 rs.(299 & 299) to mts. I didn't get proper data for my recharges and also i got a bill of rs.39 /-from mts even after when i converted from post paid to prepaid.
They have the very worst customer service and they never understand what is the problem faced by the customer.
Please see the conversation with vimlesh(Customer care executive - mts india) and understand how pathetic mts customer service is and their customer executives too.
All they just say is some set of sentences which they repeatedly respond back to customers and they will never try to understand your problems with their services.
Even if they understand, they will not solve it for you.

From: naveen.Rs.[protected]@gmail.com
Sent: monday, april 18, 2016 01:04 pm
To: [protected]@mtsindia.In;
Cc:
Subject: prepaid usage details - customer no. [protected]

Hello mts,

I had changed my mts mblaze wifi data card(Connection no. [protected]) from post paid to pre paid.
I recharged 299 rs last two times and for the last two times, i was not able to connect to internet using my mts mblaze within 1 week of the recharge date.
The recharge plan i used has 1.5 gb of data and i'm sure that i didn't use even 500 mb of data.
Also, i had not shared my password and which means my data couldn't have been used by others.
I would like to have a log of my internet usage details for my last two recharges.
I suspect that something is wrong and it has happened repeatedly.
Please provide the above mentioned details.

Thanks,
Naveen
[protected]


Mts customer care
Apr 22 (5 days ago)

To 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 fri, 22nd april '2016 regarding prepaid mts number [protected] about data usage, we would like to inform you that the usage details provided was from out technical department and fully automated. Hence whenever the usage was made it was captured by our system automatically. However, we have checked your data consumption details but did not found any issue.

Further, about data usage details, we would like to inform you that as you have already registered yourself on our self-care portal, you may get the itemized bill for maximum last 6 months by just clicking few tabs. The details will be uploaded on self-care portal itself within 10 days of your request. Please follow the below steps to process your request.

• login to self-care portal through below link and post entering your unique login id and password,
https://selfcare.Mtsindia.In/index.Html
• click on itemized statement option.
• select the month(S) for which itemized bill is required and click on ‘send request’ button.
• you may check the status of the requested bills under ‘requested statements’ tab.
• you may check the status of the requested bills under ‘requested statements’ tab.
• you may view or download the bills through ‘processed statements’ tab within 10 days from placing the request.

We would also like to inform you will be charged rs. 40 per bill request. Please ensure that your main account balance is sufficient to process the request.

If you require further assistance please do get back to us. We would be glad to assist you.

Thanking you,
Vimlesh kumar
Mts customer care
Selfcare img
Mts my account - your account on your fingertips!

1147650
The reference number for this e-mail is 1147650.

From: naveen.Rs.[protected]@gmail.com
Sent: friday, april 22, 2016 12:54 pm
To: [protected]@mtsindia.In;
Cc:
Subject: re: prepaid usage details - customer no. [protected]


Hi,

I just verified the usage history in my mts account and found that i didn't consume the whole 1.5 gb of data i recharged.
Also, the bill history mentioned that i have 39 rs. Bill generated for the month of march.
I am wonder how i got a bill of rs.30/- for the month of march after i closed all my balance by february 2016 and converted my mts datacard from postpaid to prepaid.
I was informed by the customer executive in mts retail in my area that i will recieve 2gb of data on my first recharge when converting from post paid to prepaid and i didn't recieve that too.
All these this are making me worried and i regret for taking a connection with mts.
Please take appropriate actions on this issue.

Thanks,
Naveen
[protected]

On wed, apr 20, 2016 at 12:29 pm, mts customer care wrote:
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 mon, 18th april '2016 regarding prepaid mts number [protected] about itemized bill, we would request you to register yourself on our self-care portal to get the itemized bill for maximum last 6 months by just clicking few tabs. The request will be processed and the details will be uploaded on self-care portal itself within 10 days of your requested date. Please follow the below steps to register in self-care portal.

• open the link “https://selfcare.Mtsindia.In”.
• click on ‘register here’ button. It would take you to the self-care registration page.
• enter your 10 digits mts number and click on next button.
• please switch on either hybrid or 1x mode to receive the passcode in case you are using mts data card (In case of mblaze device). Ultra users are not required to follow this step.
• fill all the required details to complete the registration process.
• verify the pass code and login to the self-care portal.

Please note that the complete details of the respective number will reflect after 48 hrs from the registration time.

After successful registration process, please follow the below steps to process your itemized statement request.

• re-login to self-care portal in case you have logged out through below link and post entering your unique login id and password,
https://selfcare.Mtsindia.In/index.Html
• click on itemized statement option.
• select the month(S) for which itemized bill is required and click on ‘send request’ button.
• you may check the status of the requested bills under ‘requested statements’ tab.
• you may check the status of the requested bills under ‘requested statements’ tab.
• you may view or download the bills through ‘processed statements’ tab within 10 days from placing the request.

We would also like to inform you will be charged rs. 40 per bill request. Please ensure that your main account balance is sufficient to process the request.

If you require further assistance please do get back to us. We would be glad to assist you.

Thanking you,
Vimlesh kumar
Mts customer care
Selfcare img
Mts my account - your account on your fingertips!

1135296
The reference number for this e-mail is 1135296.

From: naveen.Rs.[protected]@gmail.com
Sent: monday, april 18, 2016 01:04 pm
To: [protected]@mtsindia.In;
Cc:
Subject: prepaid usage details - customer no. [protected]

Hello mts,

I had changed my mts mblaze wifi data card(Connection no. [protected]) from post paid to pre paid.
I recharged 299 rs last two times and for the last two times, i was not able to connect to internet using my mts mblaze within 1 week of the recharge date.
The recharge plan i used has 1.5 gb of data and i'm sure that i didn't use even 500 mb of data.
Also, i had not shared my password and which means my data couldn't have been used by others.
I would like to have a log of my internet usage details for my last two recharges.
I suspect that something is wrong and it has happened repeatedly.
Please provide the above mentioned details.

Thanks,
Naveen
[protected]

Naveen kumar
Apr 23 (4 days ago)

To mts
Hi vimlesh,
I should say that i am not satisfied with response i got for my complaint.
I was asking for my data usage log and all i got reply was that it is fine and some steps.
Also, i mentioned that i got a bill for postpaid usage even after when i settled my outstanding and converted my connection to prepaid and i didn't get a reason for that. My account still says that i have due amount.
Please provide proper information for the above.
Thanks,
Naveen

From: mts customer care
Sent: ‎22-‎04-‎2016 02:10 pm
To: naveen.Rs.[protected]@gmail.com
Subject: re: prepaid usage details - customer no. [protected]

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 fri, 22nd april '2016 regarding prepaid mts number [protected] about data usage, we would like to inform you that the usage details provided was from out technical department and fully automated. Hence whenever the usage was made it was captured by our system automatically. However, we have checked your data consumption details but did not found any issue.

Further, about data usage details, we would like to inform you that as you have already registered yourself on our self-care portal, you may get the itemized bill for maximum last 6 months by just clicking few tabs. The details will be uploaded on self-care portal itself within 10 days of your request. Please follow the below steps to process your request.

• login to self-care portal through below link and post entering your unique login id and password,
https://selfcare.Mtsindia.In/index.Html
• click on itemized statement option.
• select the month(S) for which itemized bill is required and click on ‘send request’ button.
• you may check the status of the requested bills under ‘requested statements’ tab.
• you may check the status of the requested bills under ‘requested statements’ tab.
• you may view or download the bills through ‘processed statements’ tab within 10 days from placing the request.

We would also like to inform you will be charged rs. 40 per bill request. Please ensure that your main account balance is sufficient to process the request.

If you require further assistance please do get back to us. We would be glad to assist you.

Thanking you,
Vimlesh kumar
Mts customer care
Selfcare img
Mts my account - your account on your fingertips!


From: naveen.Rs.[protected]@gmail.com
Sent: friday, april 22, 2016 12:54 pm
To: [protected]@mtsindia.In;
Cc:
Subject: re: prepaid usage details - customer no. [protected]

Hi,

I just verified the usage history in my mts account and found that i didn't consume the whole 1.5 gb of data i recharged.
Also, the bill history mentioned that i have 39 rs. Bill generated for the month of march.
I am wonder how i got a bill of rs.30/- for the month of march after i closed all my balance by february 2016 and converted my mts datacard from postpaid to prepaid.
I was informed by the customer executive in mts retail in my area that i will recieve 2gb of data on my first recharge when converting from post paid to prepaid and i didn't recieve that too.
All these this are making me worried and i regret for taking a connection with mts.
Please take appropriate actions on this issue.

Thanks,
Naveen
[protected]

On wed, apr 20, 2016 at 12:29 pm, mts customer care wrote:
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 mon, 18th april '2016 regarding prepaid mts number [protected] about itemized bill, we would request you to register yourself on our self-care portal to get the itemized bill for maximum last 6 months by just clicking few tabs. The request will be processed and the details will be uploaded on self-care portal itself within 10 days of your requested date. Please follow the below steps to register in self-care portal.

• open the link “https://selfcare.Mtsindia.In”.
• click on ‘register here’ button. It would take you to the self-care registration page.
• enter your 10 digits mts number and click on next button.
• please switch on either hybrid or 1x mode to receive the passcode in case you are using mts data card (In case of mblaze device). Ultra users are not required to follow this step.
• fill all the required details to complete the registration process.
• verify the pass code and login to the self-care portal.

Please note that the complete details of the respective number will reflect after 48 hrs from the registration time.

After successful registration process, please follow the below steps to process your itemized statement request.

• re-login to self-care portal in case you have logged out through below link and post entering your unique login id and password,
https://selfcare.Mtsindia.In/index.Html
• click on itemized statement option.
• select the month(S) for which itemized bill is required and click on ‘send request’ button.
• you may check the status of the requested bills under ‘requested statements’ tab.
• you may check the status of the requested bills under ‘requested statements’ tab.
• you may view or download the bills through ‘processed statements’ tab within 10 days from placing the request.

We would also like to inform you will be charged rs. 40 per bill request. Please ensure that your main account balance is sufficient to process the request.

If you require further assistance please do get back to us. We would be glad to assist you.

Thanking you,
Vimlesh kumar
Mts customer care
Selfcare img
Mts my account - your account on your fingertips!


From: naveen.Rs.[protected]@gmail.com
Sent: monday, april 18, 2016 01:04 pm
To: [protected]@mtsindia.In;
Cc:
Subject: prepaid usage details - customer no. [protected]

Hello mts,

I had changed my mts mblaze wifi data card(Connection no. [protected]) from post paid to pre paid.
I recharged 299 rs last two times and for the last two times, i was not able to connect to internet using my mts mblaze within 1 week of the recharge date.
The recharge plan i used has 1.5 gb of data and i'm sure that i didn't use even 500 mb of data.
Also, i had not shared my password and which means my data couldn't have been used by others.
I would like to have a log of my internet usage details for my last two recharges.
I suspect that something is wrong and it has happened repeatedly.
Please provide the above mentioned details.

Thanks,
Naveen
[protected]


Mts customer care
Apr 23 (4 days ago)

To 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 sat, 23rd april '2016 regarding postpaid mts number [protected] about account status, we would like to inform you that your account services have been permanently de-activated with effect from 22-feb-16.

However, there is an outstanding bill amount of 39/-. We request you to kindly pay the same.

If you require further assistance please do get back to us. We would be glad to assist you.

Thanking you,
Vimlesh kumar
Mts customer care
Selfcare img
Mts my account - your account on your fingertips!

From: naveen.Rs.[protected]@gmail.com
Sent: saturday, april 23, 2016 02:04 pm
To: [protected]@mtsindia.In;
Cc:


Naveen kumar
Apr 23 (4 days ago)

To mts
Vimleash,

Before disconnecting, i was asked to pay my outstanding and 3 days rent as advance since the disconnection will take 3 days. Everthing was done perfectly and the connection got disconnected. But again here i have an extra 39 rs bill and i didn't get data properly for my last two recharges of rs.299 twice. I'm trying to explain this to you multiple times and i don't know why you are ignoring to understand this.
Can this be escalated further so that i get a proper response.
The total experience i had so far is very poor and all i got just my words are not responded properly.
Please try to understand the issue im facing
From: mts customer care
Sent: ‎23-‎04-‎2016 02:30 pm

To: naveen.Rs.[protected]@gmail.com
Subject: re: prepaid usage details - customer no. [protected]

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 sat, 23rd april '2016 regarding postpaid mts number [protected] about account status, we would like to inform you that your account services have been permanently de-activated with effect from 22-feb-16.

However, there is an outstanding bill amount of 39/-. We request you to kindly pay the same.

If you require further assistance please do get back to us. We would be glad to assist you.

Thanking you,
Vimlesh kumar
Mts customer care
Selfcare img
Mts my account - your account on your fingertips!


From: naveen.Rs.[protected]@gmail.com
Sent: saturday, april 23, 2016 02:04 pm
To: [protected]@mtsindia.In;
Cc:
Subject: re: prepaid usage details - customer no. [protected]

Hi vimlesh,
I should say that i am not satisfied with response i got for my complaint.
I was asking for my data usage log and all i got reply was that it is fine and some steps.
Also, i mentioned that i got a bill for postpaid usage even after when i settled my outstanding and converted my connection to prepaid and i didn't get a reason for that. My account still says that i have due amount.
Please provide proper information for the above.
Thanks,
Naveen
From: mts customer care
Sent: ‎22-‎04-‎2016 02:10 pm
To: naveen.Rs.[protected]@gmail.com
Subject: re: prepaid usage details - customer no. [protected]

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 fri, 22nd april '2016 regarding prepaid mts number [protected] about data usage, we would like to inform you that the usage details provided was from out technical department and fully automated. Hence whenever the usage was made it was captured by our system automatically. However, we have checked your data consumption details but did not found any issue.

Further, about data usage details, we would like to inform you that as you have already registered yourself on our self-care portal, you may get the itemized bill for maximum last 6 months by just clicking few tabs. The details will be uploaded on self-care portal itself within 10 days of your request. Please follow the below steps to process your request.

• login to self-care portal through below link and post entering your unique login id and password,
https://selfcare.Mtsindia.In/index.Html
• click on itemized statement option.
• select the month(S) for which itemized bill is required and click on ‘send request’ button.
• you may check the status of the requested bills under ‘requested statements’ tab.
• you may check the status of the requested bills under ‘requested statements’ tab.
• you may view or download the bills through ‘processed statements’ tab within 10 days from placing the request.

We would also like to inform you will be charged rs. 40 per bill request. Please ensure that your main account balance is sufficient to process the request.

If you require further assistance please do get back to us. We would be glad to assist you.

Thanking you,
Vimlesh kumar
Mts customer care
Selfcare img
Mts my account - your account on your fingertips!


From: naveen.Rs.[protected]@gmail.com
Sent: friday, april 22, 2016 12:54 pm
To: [protected]@mtsindia.In;
Cc:
Subject: re: prepaid usage details - customer no. [protected]

Hi,

I just verified the usage history in my mts account and found that i didn't consume the whole 1.5 gb of data i recharged.
Also, the bill history mentioned that i have 39 rs. Bill generated for the month of march.
I am wonder how i got a bill of rs.30/- for the month of march after i closed all my balance by february 2016 and converted my mts datacard from postpaid to prepaid.
I was informed by the customer executive in mts retail in my area that i will recieve 2gb of data on my first recharge when converting from post paid to prepaid and i didn't recieve that too.
All these this are making me worried and i regret for taking a connection with mts.
Please take appropriate actions on this issue.

Thanks,
Naveen
[protected]

On wed, apr 20, 2016 at 12:29 pm, mts customer care wrote:
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 mon, 18th april '2016 regarding prepaid mts number [protected] about itemized bill, we would request you to register yourself on our self-care portal to get the itemized bill for maximum last 6 months by just clicking few tabs. The request will be processed and the details will be uploaded on self-care portal itself within 10 days of your requested date. Please follow the below steps to register in self-care portal.

• open the link “https://selfcare.Mtsindia.In”.
• click on ‘register here’ button. It would take you to the self-care registration page.
• enter your 10 digits mts number and click on next button.
• please switch on either hybrid or 1x mode to receive the passcode in case you are using mts data card (In case of mblaze device). Ultra users are not required to follow this step.
• fill all the required details to complete the registration process.
• verify the pass code and login to the self-care portal.

Please note that the complete details of the respective number will reflect after 48 hrs from the registration time.

After successful registration process, please follow the below steps to process your itemized statement request.

• re-login to self-care portal in case you have logged out through below link and post entering your unique login id and password,
https://selfcare.Mtsindia.In/index.Html
• click on itemized statement option.
• select the month(S) for which itemized bill is required and click on ‘send request’ button.
• you may check the status of the requested bills under ‘requested statements’ tab.
• you may check the status of the requested bills under ‘requested statements’ tab.
• you may view or download the bills through ‘processed statements’ tab within 10 days from placing the request.

We would also like to inform you will be charged rs. 40 per bill request. Please ensure that your main account balance is sufficient to process the request.

If you require further assistance please do get back to us. We would be glad to assist you.

Thanking you,
Vimlesh kumar
Mts customer care
Selfcare img
Mts my account - your account on your fingertips!


From: naveen.Rs.[protected]@gmail.com
Sent: monday, april 18, 2016 01:04 pm
To: [protected]@mtsindia.In;
Cc:
Subject: prepaid usage details - customer no. [protected]

Hello mts,

I had changed my mts mblaze wifi data card(Connection no. [protected]) from post

[the entire original message is not included.]

Mts customer care
Apr 23 (4 days ago)

To 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 sat, 23rd april '2016 regarding postpaid mts number [protected] about bill details, 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. We can see that currently there is an outstanding amount of 39/-. We would request you to pay the same.

Further, about disconnection, we would like to inform you that as per government norms it takes 7 days to temporary deactivate your account. After temporary deactivation account is permanently deactivated within 90 days. Account is not charged once it undergo temporary disconnection. Further your account is permanent disconnected since 22-feb-16.

If you require further assistance please do get back to us. We would be glad to assist you.

Thanking you,
Vimlesh kumar
Mts customer care
Selfcare img
Mts my account - your account on your fingertips!

Online bill payment
Check your prepaid balance and postpaid bill amount
Last 5 recharge history
Register your query/complaint and track same
Last 6 months bills & much more is click away
Just logon to www.Selfcare.Mtsindia.In and register yourself for ‘my account’

1149025
The reference number for this e-mail is 1149025.

From: naveen.Rs.[protected]@gmail.com
Sent: saturday, april 23, 2016 04:47 pm


Naveen kumar
Apr 23 (4 days ago)

To mts
The government norms you said is for complete disconnection.
I changed my connection from postpaid to prepaid and it was done within a week.
I don't understand how a prepaid connection would recieve postpaid bill.
Can you explain the above.
I'm not going to take it easy since i lost a total of 598 rs on two recharges for 1.5 gb packs.
I'm not ready to give my money just like that to a company who does like this.
I still have the messages of prepaid conversion and the amount i paid towards my postpaid connection.
I not going to let this mine go away.
Either i want my recharge amount back or the data for those recharges.
I really regret a lot for take connection with such a company with worst customer service.
From: mts customer care
Sent: ‎23-‎04-‎2016 05:10 pm


To: naveen.Rs.[protected]@gmail.com
Subject: re: prepaid usage details - customer no. [protected]

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 sat, 23rd april '2016 regarding postpaid mts number [protected] about bill details, 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. We can see that currently there is an outstanding amount of 39/-. We would request you to pay the same.

Further, about disconnection, we would like to inform you that as per government norms it takes 7 days to temporary deactivate your account. After temporary deactivation account is permanently deactivated within 90 days. Account is not charged once it undergo temporary disconnection. Further your account is permanent disconnected since 22-feb-16.

If you require further assistance please do get back to us. We would be glad to assist you.

Thanking you,
Vimlesh kumar
Mts customer care
Selfcare img
Mts my account - your account on your fingertips!

Online bill payment
Check your prepaid balance and postpaid bill amount
Last 5 recharge history
Register your query/complaint and track same
Last 6 months bills & much more is click away
Just logon to www.Selfcare.Mtsindia.In and register yourself for ‘my account’

1149025
The reference number for this e-mail is 1149025.

From: naveen.Rs.[protected]@gmail.com
Sent: saturday, april 23, 2016 04:47 pm
To: [protected]@mtsindia.In;
Cc:
Subject: re: prepaid usage details - customer no. [protected]

Vimleash,

Before disconnecting, i was asked to pay my outstanding and 3 days rent as advance since the disconnection will take 3 days. Everthing was done perfectly and the connection got disconnected. But again here i have an extra 39 rs bill and i didn't get data properly for my last two recharges of rs.299 twice. I'm trying to explain this to you multiple times and i don't know why you are ignoring to understand this.
Can this be escalated further so that i get a proper response.
The total experience i had so far is very poor and all i got just my words are not responded properly.
Please try to understand the issue im facing
From: mts customer care
Sent: ‎23-‎04-‎2016 02:30 pm
To: naveen.Rs.[protected]@gmail.com
Subject: re: prepaid usage details - customer no. [protected]

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 sat, 23rd april '2016 regarding postpaid mts number [protected] about account status, we would like to inform you that your account services have been permanently de-activated with effect from 22-feb-16.

However, there is an outstanding bill amount of 39/-. We request you to kindly pay the same.

If you require further assistance please do get back to us. We would be glad to assist you.

Thanking you,
Vimlesh kumar
Mts customer care