[Resolved]  Reliance Broadband — Miserable customer service - Plan change not updated and incorrect bill generated

Address:

Pune, Maharashtra

I have been using Reliance broadband in Chinchwad area in Pune, Maharastra (Customer ID: [protected]) for the past 4 months and my experience has been unsatisfactory to say the least. I have raised numerous complaints regarding slowness of connection and connection not workingon many days. Here are the series of complaint ID's: [protected] [protected] [protected] [protected] [protected] [protected] Every time, they say that their SLA is 24 hours and a technical person will come visit the house to fix the problem. But, not once has the technical guy turned up. And even when the issue is not fixed, all complaints get auto-closed within 24 hours, without checking with me if the issue is resolved. Coming to the big issue - I was using a 1 Mbps connection (Rs. 649/- per month) and I had called on June 22nd, 2015 to upgrade it to 2 Mbps (Rs. 749/- per month) - Complaint ID[protected]. It was done in 2 days, but I never got the upgraded speed. After multiple complaints in June 25 (Complaint ID[protected] and June 26 (Complaint ID[protected], I called their customer care again on Jun 28th to change my plan back to 1 Mbps (Interaction ID: [protected]). I also emailed their customer care at [protected]@relianceada.com on July 8th telling them that I never got 2 Mbps speed, so I should not be charged for that in the bill. But, there was no response. I called customer care on July 10th (Interaction ID [protected]), to confirm if the plan details are updated and I was told yes. The bill was generated on July 11th and I was charged for 2 Mbps connection (749) from June 22nd to July 10th. I called on July 16th (comoplaint ID[protected] on inquiring about my plan change requested on June 28th, I was told that it is still under process and no one seemed to know the reason of this delay. I also emailed their Appellate authority on July 16th about this issue. There was no response to this email. Attached is a photo of this email. On July 20th, I called their Appellate authority (Complaint ID[protected] to escalate this issue and I was told the plan change will be done immediately and I would receive a confirmation call back by 6:30 pm the same day. I never got any call back. After multiple follow up's with Appellate, I called them again on July 27th to raise another complaint (Complaint ID[protected]and I was again told that the plan change is in process and will be done in 2 days. On the whole, I have been kept waiting for a small change for an entire month without an iota of responsiveness or responsiblity from any of them - neither customer care, nor the Appellate authority.