Tata Docomo — Negligence from the personnel in canceling the connection and demand for extra billing

Address:

Bangalore, Karnataka

The issue we are discussing here is about the cancellation of the service no.[protected] of TATA photon account, which hasn't been cancelled since last 3 months inspite of repeated requests to cancel it. Some time in June, I got a call from docomo personnel regarding an updated high speed connection in photon. The lady checked with me if I am interested in going for the update. I obviously was interested in the update as it had a better speed and download limit. I asked if my existing account will be updated with this new speed, and she replied that such an arrangement doesnt exist and that I would need to go for a new sim by paying Rs.50, which would have a new service and account number. So then I asked if my old account be cancelled automatically, for which she replied that it would be done so. By towards the later half of June I received a call from another personnel from Docomo, asking me to pay the bill, for which I enquired about the cancellation of that account (old one), expecting it to be cancelled as promised by the first lady who spoke to me. This particular lady enlightened me about the old account not being cancelled and also spoke about the possibility o[censored]pgrading the old account with the new speed and download limit. I was quite surprised at this information as I was educated by the first lady that such an arrangement doesnt exist. Now this lady asked if I would be interested in upgrading the old account with the new speed instead of cancelling it, for which I agreed as it made sense, also adding to my agreement I requested her to cancel this new sim that was given to me. She happily agreed to it and promised me that it would be cancelled at the earliest. For the next one month, I was under the impression that the new sim is cancelled and I will be billed for the old sim only. But to my surprise, I get a bill for the new sim and when I checked with the service centre, I was informed about the existence of that account. So I told them that I wouldnt be paying for that as I had requested cancellation more than a month back. They took my request and promised it will be cancelled and I wouldnt need to pay for the bill, as both the new sim coming to me and the upgradation of the old account, also the cancellation happened in the same month, in matter of few days. Again I was relieved thinking that the new number would be cancelled and I wouldnt need to pay for it. After this conversation, I might have received close to around 9 calls maybe asking me to pay the bill which was overdue then, for the new sim I had received. Every time I had to tell the whole story to the customer care executive and then get confirmation from them about taking care of the situation. I was frustrated looking at the square ignorance of my issue which every personnel showed to me. It was as though there were no registered records of my issue at all, be it with the conversations or the cancellation requests. I felt fooled all the way and forced in paying two bill amounts for two sims unnecessarily. This issue is being pushed towards the end of every month, without solving it instantly, so that the amount can be added and taken more penalty from me. I receive a call almost towards the end of every month from one customer care personnel regarding the payment everytime adding more to the payment amount. I had also posted a copy of this mail to one Mr.Manoj, manager of the collection department, when he requested me to send a mail regarding this issue, after repeated complaints regarding his delay in response, one day he called me and said he will look into the matter. After many days I get a call from customer care that there is waiver of Rs.530 and I need to pay some Rs.1700 and odd. Though I repeatedly requested them to study my case properly and then speak, there seems to feeble help from their side. Now I cant understand why should I pay that amount. I wonder if this is a game the company is playing for getting extra billing at the cost of customers' innocence. Hoping to see a prompt action and requesting you to do the needful, many thanks, regards,