Torrent Power — illegal disconnection of service no 3306584

Address:	380015
Website:	www.bigbanginnovations.in

Mr sudhir mehta and torrent power customer care head,

I am shocked beyond words with the attitude and behavior of torrent power towards it high paying customers. We are treated like beggars despite paying over rs. 3 lakhs annually for last 5 years to tpl. There is total disregard for customers and misuse of the monopoly for essential services, making ahmedabad very unfriendly for doing business.

Firstly, i was not given any reminder to pay my outstanding dues of rs. 26490 for the bill due on 10 sept. I was used to these regular reminders and used to pay when i got these reminders. Further, no disconnection notice was served. There was no communication from tpl between 10 sept to 9th october and i have proof of that your customer service team who agreed to that fact.

On 9th oct, i get a sms to pay the dues immediately. I was two hours away from ahmedabad but drove back frantically to reach torrent plug point at prahladnagar and paid the outstanding amount. I asked if i had to pay any additional deposit as per sms received. The girl at the counter confirmed on her computer and said no addiltional deposit was due. She also confirmed my connection wont be disconnected.

I went back to office and relaxed that issue was resolved. But to my horror, my power got disconnected at 1.15 pm. I rushed within 5 minutes to tpl prahladnagar plug point. The lady contacted her boss mr kushal who was very nice and promised to restore my power immediately after hearing my plight. Then they tried calling some 3 people at sola office, keval, vishal and one more gentlemen. For 30 min, none of them picked the phone. After they picked the phone, they refused to restore till additional deposit was paid. They did not believe their own staff who said there was no addl deposit payable in their software on the pc. Since i was under great stress, kushal asked me while on phone with them to confirm that i will pay addl deposit in a week or in next bill. I agreed because there was no way to survive without power.

Kushal was further asked to send a email else they wont act.

Finally, at 2 pm, i was told that my power will be restored in 5 min. We are a software company and work comes to a complete standstill without power and further creates a negative impression in the team.

I had to call chitrank repeatedly every 5 min from 2.15 pm till 2.45 pm to get the power restored, else it would taken 4 hours as per the super slow process of tpl.

Here are my conclusions.

1) while tpl team at pnagar as nice, the gentlemen at sola were so arrogant and treated customers like #.

2) no power or authority given to such a large office setup at prahladnagar, why set up a huge infra for puppets. What a waste of money if all controls are in sola. There is no decentralisation of customer service. A typical government attitude.

3) why did the person who came for disconnection not confirm with the office if the bill was paid before disconnection? This is a huge error.in my navi mumbai office which works from residence and much smaller bill amount, they always come to confirm before disconnection (Msedc, govt co).in fact, once i was travelling, he gave a days grace after he came physically for disconnection. Never such arrogant and i care a # for customer attitude.

4) why was there no communication before disconnection.in my gurgaon office, i get repeat calls from haryana electricity before disconnection.

5) lastly and most important lapse. After your customer service representative confirmed that there is no addl deposit payable and also confirmed my connection wont be disconnected, the same was disconnected and addl deposit demanded. This is breach of contract and liable to being sued for damages for breach of contract. You can confirm the above commitment made by your customer service representative.

I seek the following

1) apology by ceo, tpl for harassment caused to me.

2) no demand for additional deposit.

3) compensation for the harrassment, trauma and the business losses caused to me by your breach of contract, else i will be forced to take this matter to court.

4) giving training to tpl staff in customer attitude and penalty for such behavior in future by any tpl staff.

5) reviewing and modifying the disconnection processes.

6) appreciation letter from ceo to kaustubh at prahladnagar.

Regards,

Manu khera