[Resolved]  Reliance Communications — Improper billing (Billing after termination request), Poor response, Poor Customer Care and Court Notice

Address:

620001

I am Shobana Jayaseelan, using a Reliance Datacard no. [protected].

We have been requesting for terminating the connection from July of 2016. Unaware of the termination process made us rely on the customer care for the termination. Lack of expertise or ignorance or arrogance of the customer care executives, we were never informed about the termination process precisely. And waited for the connection to be terminated. We were even told by the customer care executives, that our connection will get terminated as soon as we clear the outstanding.

In November of 2016, after the customer care executives clearly mentioned about the 'automatic termination on clearing the outstanding, we have cleared the total amount pending to that date. On the next day, when we called the customer care executives to check if the connection is terminated, they informed us that an amount is generated again and I have to pay that. Frustrated we, kept calling the customer care for a resolution. Many of the representatives understood the issue and told they will personally take the issue and resolve it in 48 hours (every time), with a promise of a callback from reliance, which never happened. On December 21, we have gone to the store which sold us the data card and called the customer care in front of the store officials and were promised we don't have to pay anything and the issue will be resolved soon. Upon calling the customer care repeatedly, we came to know that the bill kept generating again. We explained this to 'hundreds' of customer care executives and were promised of a 48-hour resolution and a callback that will confirm it.

In between, we got a resolution - Waiver of Rs. 77/- (This has to be a joke). And we still continued relying upon the customer care and were still promised the 48-hour resolution.

We never got a call back from reliance and we started getting advocate notice. We kept calling the customer care and the 48-hour promise carried on for hundreds of conversations. This week, we got a court notice to our address stating that we need to pay the outstanding by 27th of March, 2017. On 23rd of March, the customer care executives told us that our number which is in issue from the last one year is shown 'invalid' in their details and for the first time the executive informed us the termination process. And said we should still pay the amount.

I don't understand how a customer has to suffer by taking a reliance data card. A connection couldn't be terminated or the issue cannot be resolved in 8 months. As I cannot wait any longer, as the deadline for the court notice is just 4 days ahead.

Now, as I don't want to face any issues from the court, as I am unaware of how it works, I would pay the amount to Reliance today. But, I cannot sit and relax when a communication giant like Reliance is doing this to their customers.

As a responsible customer, I have done what I was asked for. But when a company as huge as reliance lacks the basic customer support, we don't want to sit and suffer.

I want the complete refund for my last three payments and decent compensation for the hours I've spent on Customer care and compensation for all the hassles and worries created by Reliance, and it's advocates.