Tata DoCoMo / Photon — Bad system, customer support, billing, cheating

Address:

Pune, Maharashtra

My complaint is about Tata Docomo - customer service and billing. I have a Wifi device from Tata Docomo/Photo. The worst part is their customer care by phone is pathetic. They put numbers on the bills which are than told by the reps are not correct. Their Fergusson college road centre is pathetic in service.
I had a bill of 1062 to be paid for September, due date 24th September. I sent my person to pay in cash on 22nd September. He was told to pay cash by using the machine. He entered the account number, and the system only accepted 500 in cash. The remaining was not being accepted and he went to the teller, who than accepted 570 more, making the amount 1070. He got the receipt copies of the same.
On 24th, due date, I started receiving message of bill not paid. I immediately, sent a email request to [protected]@tatadocomo.com. After several follow ups, each time with a different person on email as well, I sent them PDFs of my receipts. Got a call, all is good, not to worry though I sure was worried having experience with their processes and systems.
My concern was right, as I kept getting the messages and I kept writing to them asking for it to be sorted. Also sent my person with duplicate copies to the Fergusson college road, Pune office. Finally, they played their tricks. They stopped my services. As usual, my follow up on phones, emails leaded to 5 different tickets but no solution.
Finally, I decided to visit the store to take this case up. The store acknowledged and asked to pay the due of the October bill (difference) only. Slyly they made my person once again pay a late fee of 50 bucks which was not really a late payment. My services were restored. I knew this was temporary.
Again started receiving messages of due of the 492 payment (500 I had put through their cash machine).
I once again visited the store, met some Sagar there. Asked him for clarification. The guy said the case was known and opened Tata system to show me, my payment was incorrectly associated to another similar account number in Akola some Hero company. I asked him when will this be reverted as it was not my fault. The answer was surprising, asking me to pay the 500 to stop receiving the messages or service disruption. I denied saying there is no reason if your faulty systems don't work. I said, I have had to travel 3 times from a distance to the store so he give me a number to call and confirm. He gave me his cell number which he never answers. Very sly.
The state is, nobody bothers to solve cases especially from the people who are good pay masters. I have a fantastic history of payments with any service I take but the mental stress given here is huge. I have 5 tickets, none solved as such. They ask me to visit the store and sort it out!!!!!

How pathetic! I would have loved to pay online which is convenient and easy but that is another terrible experience with them. I have this wifi under my company name where I am the owner. They ask for a form to be filled and submitted which I have done twice to their Fergusson college store (why this?? Thats the only one my office boy knows!). They don't do anything about it.

This person Sagar was very sly as he is not answering the call, was not ready to give in writing to solve the problem and I have given them copies of my receipts 3 times now. No acknowledgement for anything. Is that acceptable?

I am now waiting to see if my services are disrupted again. My next war is when they bill me for those 8-10 of service disruption, all by their own doing and nothing from my end. I am ready to provide details of my emails, accounts, but not sure if it is safe to have it in open.

I am thinking of going to the consumer court for mental trouble they continue to give. I am certainly keen to switch to another wifi provider but I have put in 6K on this device which naturally would be gone.

Really want this case up on Tata Docomo services.

Vishal Saraf