[Resolved]  Reliance Broadband — Reliance Broadband not terminating services and local collection agency harassing with daily calls and emails

Address:

Pune, Maharashtra

I used Reliance broadband connection for almost a year. Though the service wasn't great with frequent down times (4-5 times a month), I still used it hoping it will improve. In the month of June, 25th June 2015 onward, the connection stopped working, after that I raised several complaints with Reliance Customer Care to no avail. They used to close the service requests without providing any solution. Finally after a lot of frustration, I raised a request on 10th July (a day prior to the next billing cycle) to terminate my connection. Please note mine is advance rental plan. i.e. I pay in advance for the next month's usage. I have always paid my bills on-time which even Reliance can't deny. When I called up the customer care[protected] on 10th July to terminate the connection, the Customer care Exec. asked me to send an email to [protected]@relianceada.com with my Broadband subscriber-ID and Billing Account Number. I complied immediately and sent the required email. On 11th July, I received another email, asking for more details. I complied immediately. On 14th July, I received another email from Officer - Customer Care stating they regret the inconvenience caused etc. And provided me a Service Request ID[protected]. The below are exact words in the email received from Reliance Customer Care Officer. "The request for cancellation of service is registered vide Service Request ID[protected]. One of our executives will contact you within 48 hours." Although it was stated that I will receive a call from one of their executives within 48 hours, I haven't yet (3rd August) received any call from Reliance Broadband Customer Care. But instead I receive lot of calls from some Pratik Group harassing me for bill payment. Further, on 15th July 2015, I received an SMS confirming "Service Request ID[protected]" has been processed. On 16th July, I received another SMS stating "Your service Request no. is[protected]. Your request will be resolved in the next 9 days". After going through all this ordeal (almost daily), the reliance customer care are still saying that my request is in process. They even informed me on number of occasions that this service request has missed their own SLA (service level agreement). Every time I call up Customer Care number, they tell me the same thing "your request has been escalated and will be resolved in 24 hours". This is going on since 14th July. In the meanwhile, I receive daily calls from Pratik Group, almost threatening me, to pay bill for the services that I am using. Pratik Group's executives don't even reveal their identity. The lady executive talk very aggressively and at times in threatening tone. Today (3rd August) Pratik Group's Executive told me that if I don't pay, her legal team will handle this matter and then I need to pay for 3 months. I asked her several times about the service request id number, but she doesn't have that information. Today, 3rd August, I made 3 calls to Reliance Customer Care, and still the status of termination request is in-process. Again they made the same promise that it has been escalated and will be resolved in 24 hours. I asked them whom should I contact they say none but "Customer Care[protected]". I have sent email to [protected]@relianceada.com requesting them to intervene the harassment by Pratik Group. I even asked them to provide information to customers whether Pratik group is a legal face of Reliance Broadband for collecting information from customers and calling them on their behalf. Reliance Broadband user-id is[protected]. When I was using Reliance broadband services, I had make several calls to get it work. Now I need to make several calls and go through harassment to terminate the connection. I hope Reliance will do something to help improve their brand image and intervene to stop this harassment.