[Resolved]  Tata Docomo — Incorrect Information provided over Customer Care

Address:

Mumbai City, Maharashtra

This is with regards to my Tata Photon number [protected]. On 12th October around 12pm, I visited Tata Docomo's website https://www.tatadocomo.com/online-recharge.aspx to understand the recharge options available and I was interested in Basic Data Plan which is for Rs 100 and gives 100MB. However, the website said Validity : As per existing pack. So to understand the validity I called their toll free number and spoke to a representative (around 12:15pm). The representative told me that the above plan is valid for lifetime and based on which I went ahead and recharged my Tata photon. However, the same evening I got a message from their system that the plan is valid only for that day. I called their customer care department again to complaint against it and ask for a refund or increase the validity as promised by the representative, however, even after speaking to 2 supervisors (Mr. Prakash and Mr. Bhargav Joshi), all I was told was SORRY and they cannot refund my money or increase the validity. The complaint number is PSMR12115520. Mr. Bhargav Joshi committed to me that he will personally follow-up on the issue and make sure that I get a call back within 24 hours to resolve this issue. However, neither he or anyone else called back to follow-up on the issue. This is the reason I raised this issue to the Appellate team for its resolution. However, the Appellate team called me and told me the same thing that they cannot refund the money or increase the validity as promised. Instead they increased the validity of the purchased 100MB to one more week and sent me an email and SMS that the issue has been resolved. This is completely unfair. I did write back to them that the resolution is not accepted by me, however, they did not even reply back to my emails so far. I have also raised the complaint to Mr. Elango Thambiah (President Assurance) over their website, however, I have not heard from him either. I don't understand how Tata Docomo can take their customers for granted. I hope through this forum I will be able to reach the right person at Tata Docomo and get a resolution for the above issue. Thanks, Nitin ([protected])