Jul 29, 2017
Updated by navanee999 The following revised text in email form is sent to rcomappellateauthority.[protected]@relianceada.com as the escalation as per TRAI procedure.
We received a bill of 617 for last month. Usually it will be in the order of Rs 250 to 270. This include, next month advance rental payment of Rs 299 + GST for the last month and advance.
Issue:
1. Our subscription plan is Rs 199 month till date. our phone is simple one, no internet connection is possible, neither needed. We have not requested or authorised any plan change. This palns run since more than 2 years and we pay the bill promptly.
2. Reliance changed the plan by themselves to Rs 299 as seen in the current bill generated 20/7/2017.
3. Being postpaid, advance charge for the next month rental is also included, this is meaningless. No announcement in advance to this effect by media or to us. So this is considered as wrong.
Overall 2 changes without our knowledge or consent took the bill amount from Rs 270 to Rs 617.
We requested through SR #[protected] to withdraw the changes and regenerate the bill for payment. But they behave funny and closing the SRs without letting us know the feedback. This is merely blackmailing the customer.
Aug 04, 2017
Updated by navanee999 Finally the Appeal has been answered by Reliance withe the following statement 2/8/2017:
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As per the detail checked in our records, RGSPECIALTN199 plan active on your number.
As per the resolution received for the Service Request ID:[protected], (As requested Tariff Plan has been Changed. New Plan is RGSPECIALTN199 With Effect From[protected].
We have checked and verified in our records, you have been charged correctly in the bill period: June 20, 2017 to July 19, 2017. Hence, we are unable to process your request for waiver.
Currently, the Outstanding amount reflecting in your account is Rs.616.9/-. Hence, we request you to visit to the nearest Reliance Mobile Store to clear the Outstanding amount.
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The company is entitled to change, vary, add, withdraw any services and/or charges, vary, add, alter, delete, withdraw any / all charges, discount, surcharges, tariff, etc. at any time in its sole discretion for one, more or all of its subscribers except in the case of discounts or other special benefits or schemes / plans announced by the company from time to time and which are valid for specified period. The company will comply to all TRAI directions / regulation.
Kindly note that as per the norms, we always keep sending such information (like activation/deactivation of any services and if changes in your account) through calls/ SMS. Incase, you have not received any information in this regard, there might be some technical error (i.g: SMS expired or not attend our calls). Although all activation and deactivation are updated in our records, as per your request. Since, it is completely automated not a manual systems updation.
[protected]
Kindly note that, W.e.f. 11th April, 2017, Prospective Billing will be introduced for New Acquisitions on JALSA UNLTD (299/499/699) Plans. Customer has to pay advance One Month Rental as per the plan in his/her first Bill over & above the prorate rental. Second Bill onwards rental will as per plan and it will be advance rent for the next bill period.
In first invoice two monthly rental will be displayed - a. Prorated Voice Rental & b. Adv rental of next 30 days. From Second invoice the Voice rental will be charged in advance for next 30 days.
In case Customer change the plan within the same bill cycle or service gets terminated the excess rental will be refunded back in the next invoice or terminal invoice.
In case the service is suspended state during a specific period the advance rental will be auto refund in the next invoice.
If a Customer change his/her plan or MDN is suspended on the bill cycle date, the advance rental will be refunded and new advance rental will be charged in the subsequent bill.
E.g.: BC 1 > Plan Rental 299 > Active for 20 days and suspended for 10 days also the MDN is suspended on the billing date.
Advance rental = Rs. 299, 10 days rental = Rs. 200,
In this case, Rs. 99 will be credited in Customer’s bill & in the next bill he/she will be charged Rs. 299 as advance rental again.
For Non Jalsa: "Dear Priority Customer, you are now upgraded to unlimited voice/data benefit a refundable advance rent will be charged in your invoice. T&C RCOM."
For Jalsa: "Dear Priority Customer, Continue enjoying unlimited Voice & additional 50% data a refundable advance rent will be charged in your invoice. T&C RCOM."
[protected]
The content has been given in reverse order for clarity to resolve.
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My reply to Reliance:
1. My earlier plan was RGSPECIALTN199 (your statement also say so) till 20/7/2017). You have currently changed (2/8/17) to RGSPECIALTN199 after my complaint on 23/7/2017 when bill is received by SR#[protected], which was same as earlier one (you say that I have requested it!). So as per me, my plan remains same, so no extra money than the earlier bill need to be paid.
2. You say, you have all the rights to change according to your choice with or without any notice. We as a customer don't agree to your statement without proper notice or with valid reasons. In my case the earlier plan we were in, is continued to be available and we have not asked for change or get any request from you for our choice, so the change done by you illegal, unwarranted and meaningless. SO we don't agree for any money involved for your change.
3. You say, you will charge one month rental advance from this month. We are in POSTPAID scheme and we have not asked for any change of plan, neither we are accepting you forced change from 21/7 till 2/8/17. SO there is no advance monthly rental we pay.
Overall you billing is wrong. You are not willing to correct it and did not give me the correct bill.
You have intelligently postponed your decision till 2/8/17 to push the customer till last date of bill payment.
This is a form of bullying the customer to force according to your strength & threat!
We will not pay the bill if it is not correct. You may discontinue it as of today (4/8/17).
I tried explaining him that i am doing both since a week but there is no response, that is why I escalated. BUT He only kept on repeating the same thing (keep trying the no) saying that this is the only authority he has and cannot help me further.
ASTOUNDING RESPONSE!!! SALUTE TO YOUR CUSTOMER SEVICE!!
HAVENT RECEIVED SUCH A PATHETIC SERVICE ANYWHERE