[Resolved]  Tata Docomo — Problems in closing the Tata Photon postpaid connection

Address:

Hyderabad, Andhra Pradesh

Hello, I'm just another customer for Tata Docomo where I'm holding a Photon+ post paid connection (Id: [protected]) with them. I took the connection in the month of May 2014 as I was on the move and need internet for my needs. When I'm at home, I use my cabled internet with Wi-Fi and don't use Tata photon. After 2 months o[censored]se, I realized I'm paying more for post paid and wanted to migrate it to pre-paid. I registered a request with them on 25th July 2014 and the customer care person told me that I need to submit the id and address proof going to the outlet. He informed that the request would be valid till 31st July 2014 for 7 days and I need to submit the documents before that. I suggested him to improve the process to have a coordination among themselves for document sharing as I already submitted them while taking the post paid connection. But that is what the current process is and I was fine to go to the outlet for once. On 26th July 2014, I received a call from a person who identified himself that he is calling from the head office of Tata docomo located at Khan Latif Khan estate Basheerbagh, Hyderabad. He said that the pre-paid migration request is going to expire in 24hours and I need to run immediately to the outlet for document submission or else raise another request when I'm ready to go. I asked him, whom should I believe as the customer care guy told it would be valid for 7 days. He said that as he is from the head office, I need to believe him and not the customer care where himself is admitting that customer care is not up to the mark. THIS IS WHERE MY PROBLEMS STARTED. I opened an online chat with the customer care immediately to validate what the head office guy said as I know the company personnel are not trained well enough. My intention is to close the current migration request and open a new one so that in case the head office guy is right, the new request would be valid for another 24 hours from the time it is raised. I spoke to a customer care guy on 26th July 2014 over online chat so that I can hold the evidences when needed. He said, the current request cannot be closed and asked me to ignore the words of the head office and proceed with document submission. I told him that I lost trust on whom to believe and so want a new request to be in place. But he said, he cannot do because of the system limitation and ignore the head office's words. After a while, he closed my chat abruptly which was not polite. I then called a customer care person directly over phone and again the same story continues. She cannot close the current one and she said, she would place another request that I'm having issue in migrating to pre-paid and raised the one with reference number #[protected] on 26th July 2014. A day after on 27th July 2014 if I remember correctly, I received a call from the complaints department asking for my issue and I told them that I'm not ready to continue the tata photon relationship anymore and proceed with the closure formalities. Same answer was repeated that someone would get in touch with me after validating my details on the current requests that are open. She asked me to wait until 31st July 2014 as that is the closure SLA dates and post that I can raise a request for cancellation. I waited till today that is 4th August 2014 and these 2 open request crossed their SLAs and none contacted me yet. I opened a chat today with the customer care again for opening a cancellation request and once again the same answer. The guy named Somayajulu said that the previous requests are open and a new cancellation request can't be raised. Below are the problems I faced from Tata Docomo as a company and I want help in filing a complaint against them in the consumer court. Multiple reminders and no help received. Customer is running behind the Tata Docomo team and each time a new customer care guy comes in and provides the standard answers. No coordination within the company to escalate and follow up on the issue with a single person. I need to pay my photon bill during this phase as well as there is a delay in closing my post-paid internet connection. Spoke to 6 different people till date and all of them says a different process and asks me to believe them and ignore the rest. System limitation of not able to cancel a previous request that was raised by the customer all though he provides approval over phone or chat from his side to close it. I'm losing the amount I paid for the device as I'm cancelling the connection soon because of the dissatisfaction levels they caused. I have a limitation that I can't even go to the outlet for cancelling the connection as that is not the process as informed by the customer care and the outlet personnel and it should only be routed through customer care who is not really caring about the customer. I need a single person to get in touch with me with a defined mobile nummber so I can call back and don't want to waste time in explaining a new guy each and every time. With no further questions, I want to end this chaos to end my Tata Photon connection once and for all. While writing the above case statement, I tried and controlled myself not to be rude as that is not the way of expressing a problem. But the frustration I'm holding now is lot more. I'm now having thoughts of ignoring my photon bill, as the company is dragging me in that direction by delaying and not closing my connection when asked in a normal regular way. I'm holding the customer care chat evidences with me on the support I received to showcase the quality the company is holding. Regards, Pradeep