MTS / Sistema Shyam TeleServices [SSTL] — Regarding cancellation for MTS datacard postpaid

I agree. I am experiencing the same problem with MTS too. I asked for a cancellation in September and I am still getting bills and calls asking me to clear the bills! The guys who call you don't seem to be working for MTS. So they give you a promise and the MTS folks say that they are not responsible for it. I have been in this corporate jungle long enough to know that collection agents are not direct employees of the service provider but I don't understand how a customer can take responsibility for a communication gap between MTS and their agencies. Why are we being made to pay for MTS' internal teams and vendors not talking to each other?

Here is a more details background on this:
I have been getting harassing calls from the MTS recovery agents who talk to me in singular references and crass language. I was really frustrated and decided to cancel the connection. Finally, someone called me to pick up my payment in September '15, claiming to be from MTS, and I asked them to help me with disconnecting the data card. They told me that by paying the unbilled amount right then, which was Rs. 1253, the connection can be cancelled. I immediately paid it to a collection agent who came to meet me the next day but I got no confirmation regarding the cancellation. Although I didn't use the card after that, I landed up getting a bill for the next month. When I walked into their outlet in MS Nagar (near Mukunda Theater) to clarify, one of their executives - whose name and email ID I have - took my cancellation request and promised me that the charges would be reversed. She told me that the earlier promise to cancel was not honored because it was one of their agencies and not MTS directly. I also got an SMS with the reference ID. While all this was happening, MTS generated yet another bill (for a data card that has been cancelled and was unused for over two months by then!) And said they'll only cancel the connection if I pay this amount. While I try to solve this, I get an email from the MTS customer care team threatening legal action if I don't pay the amount of Rs. 934. It had a number on it and when I called it was answered by someone who identified himself as a Manager - Customer Service for MTS Bangalore. He listened to me patiently and finally finishes the call with a threat saying "so you are telling me that you can't pay is it sir? Ok, we know what to do". If this isn't a threat, then what is? Finally, they agreed to give me a cancellation confirmation if I pay Rs. 934/- towards the 'outstanding' charges for a data card that I haven't been using for over 4 months now! But I figured that there was no way I could get rid of this harassment until I pay the amount they ask for - whether they deserve it or not. I agreed to make it on the 28th of Dec, Monday. Once I confirmed this, I asked him to send me an email to confirm. So, the Manager - Customer Service sends me an email confirming these details and marking the contact person from the very same agency that gave me false promises earlier. So, I really am not confident of this getting resolved even now.

What I don't understand is what I've done to deserve this harassment, other than my unfortunate decision to buy an MTS product. Both the executives - the customer care manager and the executive in the store - are saying that the earlier promises were given by their agencies and hence, they can't honor them. Both of them are saying I should've still called up the customer care number to confirm cancellation. Can anyone please explain why I should do this when someone from MTS had confirmed that the connection is cancelled? I don't understand how it is a customer's problem if MTS and its agencies are operating independently. When someone calls up and says they're from MTS, the customer believes that they're from the company. We don't care if they're really from MTS or a collection agency who is representing them. So, holding a customer accountable for a mistake that either of them have committed is unfair and unfortunate.

Anyways, although I don't believe I have to pay this because I haven't used the data card for the past 4 months, I'm still agreeing to pay only because I want to save myself from the constant harassment from their recovery agencies, claiming to be from MTS. I live a dignified life in the society and can't put up with the mental harassment that their agents give me day-in and day-out. So, I'm only paying this amount as a fee to get rid of their agents and MTS, once and for all.

I hope they honor their promise by cancelling the connection once the payment is received on Monday. If I may add, this is the second instance of MTS misbehaving with my family - the earlier victim was my own brother. Yet, I decided to give them another chance, convincing myself that it could be a one-off error. So I guess I deserve this harassment and ill-treatment.

I deeply hope that I never become an MTS customer again! My sincere prayers and condolences to those who still have the courage to go and pick up another of their products.