[Resolved] Reliance Communications — Irresponsible & Irresponsive Service.

berylkhyriem

from Shillong, Meghalaya

Address:	East Khasi Hills, Meghalaya, 793003
Website:	www.rcom.co.in

I have written many times to Reliance Customer Care regarding the perpetual network issues I am facing.These include call drop, call disconnection, slow internet, poor audio and video performance.As a subscriber to One India One Rate 599 Voice Plan(3G Netconnect Plan) a premium plan sold by the company on pan india presence basis, I have been at the receiving end of promise matching the performance.Under the plan I am charged Rs599 and offered freebies ie.1200 minutes of voice calls + 200 sms+ 2 MB Internet +No Roaming Charges.The problems I am facing are network related ie no network coverage, slow internet, call drop etc.Consequently I have to inform Reliance Customer Care via mail and also meet the local company representative for waiver of the days for inactive service or disruption of service.In this regard I have to mention that Reliance Customer Care has never even acknowledged my mails so I have to depend on the local office for resolution of such issues from time to time.The lady in-charge of customer related issues in Shillong Office Ms.Reisha Baglari though helpful in the past has for some odd reason chosen to irresponsive and indifferent to my repeated service requests including offering waivers for days of inactive service or temporary disruption of service ( call barred).She refused to assist me in any way citing official reasons ie her authority to grant waiver.She refused to answer my calls or act on my text messages and asked me to get in touch with her superior Ms.Danisha Chakraborty in Reliance Communication office in Guwahati.I spoke to her and sought her urgent intervention and action in my outgoing calls getting barred despite payment of bill( The payment of bill amount was approved by Ms.Reisha Baglari).She said she needed some time to activate the barred services after explaining to her in detail the miscommunication and irresponsible behaviour of Ms.Reisha Baglari Chakraborty to promptly act on my personal request in her office. Though Ms.Danisha Chakraborty Circle Retention Head-Assam & North East (Customer Service) resolved the issue of outgoing calls barred but she informed me that she will not be able to assist me in future for she cannot guarantee the performance or non-performance of the network as it is not in the home network.When I informed her that at the time of MNP I was informed by the Reliance Agent that under OneIndiaOneRate Plan 599 Reliance Communication has a pan india presence and it was only on this basis I opted for Reliance, she got agitated and argued I have been misinformed.She made it clear that she will not be offering any assistance in future and that I should not bother her.
Subsequently I received a bill dated 22 Dec 2016 for Rs.796 wherein Rs.100 has been charged as Late Payment Charges and no waiver on rental has been provided for 3 days period of outgoing calls barred for no fault of mine(Rs.20x3=60).Total waiver amount Rs.160.Bill amount payable - Rs.796-Rs.160=Rs.636. Due date: 6 Jan-17.
I would therefore urge the concerned authority in Reliance Communication to take strict action against them for their highly irresponsible, rude unacceptable and uncalled for behaviour.Such employees can never be an asset to any business.
I would also urge the concerned authority to address the network performance issues as mandated by TRAI.

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May 11, 2017

Complaint marked as Resolved

Reliance Communications customer support has been notified about the posted complaint.

Jan 06, 2017

Updated by berylkhyriem Today ie 6/1/17 is due date for payment of my bill no:[protected] dated 22/12/16 relationship no:[protected]. I have not received any written or oral communication from the company in response to my complaint so far.In the event the company fails to grant waiver amount of Rs.160(Rs.100 late payment charges + Rs 60 outgiong calls barred for 3 days x Rs 20 per day), I shall make the payment of Rs.636 (Rs.796 - Rs.160).Both these charges are invalid as the paper bill no:[protected] dated 22/11/16 due date 7/12/16 was delivered on 10/12/16.Outgoing calls were barred despite the payment of Rs.413 in full and final settlement of the said bill. My alternate contact no: [protected].

Verified Support

Jan 07, 2017

Reliance Communications Customer Care's response Dear Customer,

We have noted your complaint and the same has been forwarded to our customer service team. They will get in touch with you directly to resolve your concerns.

Regards,
Reliance Communications

Jan 07, 2017

Updated by berylkhyriem I have paid Rs.636(Rs 796-Rs.160). Please ensure there is no disruption of service this time.

Jan 14, 2017

Updated by berylkhyriem I have received your response on Jan 7, 2017 saying that you have taken note of my complaint and customer service team will get in touch with me directly to resolve my concerns.In this regard I would like to inform you that as of Jan 14, 2017 no one from Reliance has got in touch with me nor have I been informed of the status of my request for waiver of Rs.160.I am also not aware of any action taken by the competent authority in Reliance against the two erring executives Reisha Baglari and Danisha Chakraborty for their highly irresponsible, rude and casual behaviour.

Jan 20, 2017

Updated by berylkhyriem I received a call from[protected] on Jan 17, 2017 asking me very rudely why I have not paid the amount of Rs.160.I tried to explain to the concerned person from billing department that I am seeking waiver of Rs 100 towards late fee payment charges as the bill was delivered to me well after the due date and Rs.60 towards 3 days of outgoing calls barred despite full and final settlement of the bill.The person concerned was rude and said he cannot resolve this issue and will take it up with his superior.He also threatened I will face similar issues in future.An sms was sent to me later saying that I should clear the
amount of Rs.160 to avoid interruption in service.
It is a matter of shame that firstly Reliance Communication should hire such rude and impolite people who take a customer for granted.The person in question was not only unwilling to listen to me but even said I can report this to anyone for all he cares.
I hope the concerned authority in Reliance Communication take note of this highhanded and impolite behaviour and address the issue in hand rather than passing the buck. We as customers expect to be heard and our problems resolved in a civil and polite manner.Being high handed rude and impolite is not an option or solution.

Jan 25, 2017

Updated by berylkhyriem Instead of attending to my complaint my phone has been deactivated for both incoming and outgoing calls on Jan 25, 2017 at 5:57 am.This despite payment of bill and request for waiver of the amount of Rs.160.I find this completely acceptable and highhanded given the fact that I had sought the waiver of Rs.160 on valid grounds.I am not only disappointed with the service you have provided but also with the capability and competence of the concerned people to resolve the issue.Your unilateral decision to deactivate the service is proof of my charge.As a consumer I have no hesitation in rating your service poor and fradulent.I shall be persuing this matter with the concerned authorities till I get my due.I would also like to point out that the concerned department(Billing) was unaware of my complaint.This speaks volumes about the internal communication in your organization-the left hand doesn't know what the right hand is doing and we have to suffer the consequences.

Feb 04, 2017

Updated by berylkhyriem Reliance Telecom has not acted on my request for waiver on Late Payment Charges of Rs 100 against bill no[protected] bill date 22 Nov, 2016 despite payment of subsequent bills amounting to Rs 796 against bill no[protected] dated 22 Dec, 2016 and current bill payment of Rs.700 on 4 Feb, 2017.As per Sarita Sautal of Reliance my request for waiver is pending with the billing department for the last 30 days and they are not acting on it. She requested me to make the payment of Rs.700 assuring me the waiver of Rs.100 will reflect in the next bill.Accordingly I have made the payment of Rs.700 today ie 4 Feb, 1

Feb 04, 2017

Updated by berylkhyriem I would urge the concerned authority in Reliance Communication to attend to customer grievances professionally and promptly.Why it should take over 30 days to process a simple request for waiver for Late Payment Charges is beyond my understanding.The request for waiver is on account of non-receipt of bill by the due date.How can I be faulted and penalised when the bill was delivered to me well beyond the due date.I am completely disappointed with the kind of service you provide.It should be a matter of great concern to Reliance Communication that a customer who has migrated from Vodafone in the hope that Reliance Communication a leading player in telcom will offer a better service is being subject to harassment and unprofessional service.

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Comments

berylkhyriem

from Shillong, Meghalaya

I have received your response on Jan 7, 2017 saying that you have taken note of my complaint and customer service team will get directly in touch with me to resolve my concerns.
In this regard I would like to inform you that as of Jan 14, 2017 no one from customer service team has called me nor has any resolution to my waiver for the amount of Rs.160 been communicated to me.I am also not aware of any action taken by the competent authority in reliance against the erring executives for refusal to provide any kind of assistance in the matter.