Thomas Cook — incomplete information shared by TC caused harassment and huge loss to customer

 
4 Reviews
Noida, Uttar Pradesh, Uttar Pradesh, India
 Koustav Roy
I'm on a business trip at South Korea for 2 months. Before traveling here I took mobile SIM card from Matrix, India.
After reaching to South Korea, one day I lost my Thomas Cook travel credit card & to block that card I made calls to the South Korea customer care of Thomas Cook (no.[protected] which is strangely a Russian number which I discovered 14th Jan only, after I received my mobile bill. My assumption was as there are different numbers for different countries, so Thomas Cook’s customer care’s given call center number for South Korea, must be a local number only. When I received last month’s usage bill from Matrix & the amount I found in the bill is sky-high Rs. 8830.34.
My grievance against Thomas Cook is that in their booklet the given 24*7 free customer care phone numbers (as it’s mentioned in the handbook) for different countries are mentioned as free numbers & if any particular number is chargeable, it should be mentioned specifically so that customers doesn’t get misguided.
Therefore for this harassment & loss I claim compensation from Thomas Cook of the same amount what I need to pay to Matrix as my last month's bill amount.
My card number is: [protected]
Valid through: 08/1

incomplete information shared by TC caused harassment and huge loss to customer
incomplete information shared by TC caused harassment and huge loss to customer
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Comments

Dear Koustav,

Your feedback is truly a concern and we are keen to assist resolve this at the earliest.Do allow us Mr. Koustav to check and revert, we assure you of our assistance to your concerns asap.

Best Regards,
Team Thomas Cook India
Dear Koustav,

May we request you to share your contact details with us. This will truly help us to better understand and resolve your concerns Mr. Koustav. We assure you of our assistance to your concerns on priority.
Dear Mr. Roy,

May we apologise for the inconvenience caused to you.
Having escalated your concerns to our Foreign Exchange team, our Customer Care Team has already responded to you, and may we merely reiterate a few points:

- As per our understanding, matrix cards do charge for outgoing calls, and hence such charges may have applied in your case.
- Additionally, the toll free numbers are free only when accessed via a landline (as also specified in the booklet)

We truly value your feedback sir, and we regret the inconvenience to you.

Kind Regards,
Team Thomas Cook India

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    Thomas Cook - incomplete information shared by TC caused harassment and huge loss to customer

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    Noida, Uttar Pradesh
    Uttar Pradesh
    India

    Complaint categoryCategory: Credit Cards
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