[Resolved]  BSNL Bbg Fn 599 Combo — Reduction in facilities for the existing customer who have prepaid annually

Address:

East Medinipur, West Bengal

Following letter was wrote by me to PORTAL FOR PUBLIC GRIEVANCES
Department of Administrative Reforms & Public Grievances
Government of India.
I also sent the same Email to following mail ID on or about 2nd Mar'2013
1) [protected]@bsnl.co.in 2) [protected]@gmail.com 3) [protected]@gmail.com
4) [protected]@sancharnet.in 5) tccfa.[protected]@bsnl.co.in 6) [protected]@gmail.com
Till date I did not get any response from any one of above mentioned mail ID.
(DARPG has forwarded my letter to O/o GMT Kharagpur,,PO Kharagpur,West Medinipur)

LETTER :

My Ref.
Account Number: [protected], KGP Telecom district, W.B.Circle.
Telephone Bill No.[protected], Bill Date: 06/02/2013

Sub.: Applicability of revised charges for the existing customers who are already under annual/two
year/three year option before revision in tariff.

Respected Sir.

With due regards I beg to state before your honor that, I am a subscriber of BBG FN 599 broadband
plan under annual payment option. Annual payment done in advance on 2nd April 2012 and it is valid
till 1st April 2013. It is to be found in the aforesaid bill that an amount of Rs.190.00 has been charged against 166 UCM (200 UCM are free calls as per existing plan tariff).
In this regard I personally met with SDE, Haldia Town Ship Tel.Exch. and inquired about the reason for anomaly in the bill, after seeing my bill he also inquired the matter from his official sources and confirmed that it is an erotic bill, he also advised me to make the payment for this bill and the paid amount will be adjusted in the next bill. I also tried to contact with different help line/customer care centre/accounts department of BSNL over telephone for next five days to know the cause of this excess billing but unfortunately no one received the call except AO (TR[protected]KGP) that is also after several attempts for a couple of days. Finally I came to know from AO (TR) about revision in tariff and free calls
with effect from 1st Jan.2013, which has been applied in my bill as well others. She clarified that the said bill has been prepared according to circular issued by BSNL head quarter and also informed that they do not have any information/ circular/clarification, what so ever it may be regarding non-applicability of revised charges as well free calls for the existing customers who are already under annual/two year/three year option before revision in tariff and denied to make any correction in my bill. They also expressed strong
unwillingness to get further clarification on this matter from their seniors or head office when I referred the
letter of clarification issued by H.Q.

It is very surprising that Sr. officials of BSNL at local area did not know the actual reason behind such excess billing, at least till the day I met with them on 27th Feb.2013.

Now, my question is why existing Broadband customer be charged the revised tariff those who are already under annual/two year/three year payment option before revision in tariff. It is unethical also illegal to breach an agreement by either side when both has agreed upon and lawfully accepted the terms and conditions
including advance payment option for a defined time frame, i.e. annual/2Year/3Year.

In this regard I would refer the clarification No. 64-33/BB/Tariff/11/12/Pt.2 , issued by Sr. GM (NWP-BB)
Mr. ANIL JAIN on 25/02/2013 in response to sought by some field units regarding applicability of revised charges for the existing customers who are already under annual/two year/three year option before revision
in tariff. Where it is clearly explained that –
“existing Broadband customers, who are already under Annual/Two year/ three
year payment option before revision in tariff, they may not be charged the revised
tariff till the expiry of their current Annual/Two year/three year subscription.”
Reference file pertaining clarification from BSNL HQ has been attached as a JPG file.

So, may I request you to look into the matter seriously considering the sentiment of huge and large section of customers those who have subscribed annually/2Yearly/3Yearly in a plan on the basis of declared financial implications for a defined time frame. If it is being adversely changed within that time frame then it may be considered as most unfortunate and unexpected malpractice from a PSU organization like BSNL.
This issue not to be treated as an individual, it has effected to all subscriber those who are already under annual/two year/three year option. Why they should not be allowed to enjoy the existing facilities till the expiry of their current mode of subscription, when the same facility has been extended for the subscribers under Unlimited ADSL Broadband Postpaid Plan ?
I am very sorry to inform that no one is available over telephone from help desk or customer care centre or executive officer on IVR system day after day through out the official working hour. This not only my experience, same will be found from 90% customers. So. we do not have any choice other than directly writing letter or mail to senior officials when failed after trying constantly for several consecutive days to get necessary help from those officials who are officially designated and assigned to do so.

I placed this appeal before you as I did not get any response from any corner of BSNL.
Awaiting for your kind consideration.

Thanking You.
Yours truly,
Dilip Kumar Mondal
Senior Citizen (65Yrs)
Haldia, Purba Medinipur
West Bengal, 721605.