[Resolved]  Tata Teleservices — Wrong Charges & Failure of Service & Harassment

Address:Mumbai City, Maharashtra

Sir, I, Renu Jain, a customer of Tata Docomo Fixed Line Internet have been facing internet speed issues for more than a year. Account No.[protected] Docomo No. [protected] I had earlier subscribed to the 1mbps plan for around 1 year and then upgraded my internet speed to 2mbps. While I was using the 1mbps speed I never received that speed because the port installed at my place is just of 512kbps. I had put up a complaint to check why I was not receiving a good speed. To this their technician and other employees made different excuses saying that their is some connection problem in the area etc...none of which was correct. I was deceived and was then asked by tata teleservices official to upgrade my plan to 2mbps to get a better speed. I upgraded my plan to 2mbps and was fooled since again I was never given a speed greater than 512kbps. I raised my complaint regarding this issue. Ref: Complaint No.[protected] Employee: Mr.Sushil Mr. Sushil informed me that my problem will be solved within the next 2-3hrs. Their technician Anup came after a day and told me that he is unable to solve the issue and will be sending another person to do the same in the next half an hour. No one came after and I was left in the lurch. I called up their customer care and I was informed that the technician will be sent immediately and at least before 48hours from the complaint which were getting over on 11.51am on Saturday that is 14th June 2014. I tried to contact the senior person in their customer care office but was kept waiting for 1 hour twice on the phone and even then no senior person replied. I would mention that these were normal working hours when I had made my call. Again on Saturday no one turned up and when I called up their technician he said the issue cannot be resolved by him since he has not been provided with a port of 2mbps to be installed at my place. He said it would have to be arranged from someone else's connection. So on 14th June I again called up customer care. I talked to the person there who couldn't give me a proper response. So again I asked to transfer it to the senior person. Thankfully after waiting for half an hour my call was transferred to Mr. Arjun. Mr. Arjun expressed his regret and said that since 48 hours have been already crossed the issue will be resolved till 8pm that day. I had called at around 1.30pm. I, knowing that again the issue won't be solved in time and was being harassed mentally by my serious complaint being ignored. I requested Mr. Arjun to transfer the call to his senior. After waiting for a while my call was transferred to Mr. Kumtal Patil- team leader. I explained him my situation and then again he said that the issue would be resolved anyhow before 8pm in the evening. I talked to him regarding the charges for 1mbps and 2mbps that I have been charged for so long whereas I was never given those speeds. He at first was hesitant to reply. I asked him to give my compensation for the wrong speed given to me and for cheating me for such a long period. He then told me that he will book my complaint for wrong billing and will resolve the speed issue until 8pm. Ref: Complain no. 41933461 Today its 17th June, 2014 and still my complaint has not been resolved neither there has been any correspondence from their side. I would ask you to register my complaint against them and ask them to provide me back with all the wrong charges made to me for wrong speeds. They have deceived a loyal and diligent customer who has always paid dues in time. Renu Jain. Contact: 803-804, Silver Arch Bldg, Tardeo Road, Mumbai- 400034. Tel no.- [protected]
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Aug 14, 2020
Complaint marked as Resolved 
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Dear Renu Jain,

We have received your complaint and we will ensure it is resolved soon.

Thanks and Regards,
Customer Care
Tata DOCOMO.
Dear Ms. Jain,

We regret for the inconvenience caused to you.

We tried to speak to you personally on your numbers to understand your concerns regarding slow speed. However, we are unable to contact you, since your calls were not answered. Further we request you to provide us your alternate number to [protected]@tatadocomo.com for further assistance. As per the confirmation received we would like to inform as below:
1) The port has been changed and now you will get the speed of as per your plan 2 Mbps FUP Plan 256 [protected]@699.
2) Your complaint[protected] has been registered and is in process.
The complaint will be executed at earliest.
We request you to write to us after June 20, 2014 to know the status further.

Thanks and regards,
Customer Care-Tata Docomo.

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