While choosing of a particular Service Provider over the others being many available in the Market is always a difficult task being the one chosen which was once renowned for providing excellent services to the Customers might degenerate itself either due to the desire of earning more through use of tricks or due to recruitment of inefficient personnel as its Staffs who do not know either to maintain a relationship with the Customers or often unleash harassment on loyal Customers through use of recovery Agents(Muscle Man) for recovering a contested meager amount of@ Rs.500.00 threatening of life at home; who were never a defaulter in paying monthly bill without having the least idea that it is the Customers who keep a Company alive and hence so long a Company considers all Customers as equal without brining-in a division always see a better growth over the others in the same line. The moment, the said ethics of a Company of seeing all Customers equally is lost while dealing with their occasional grievances differently, it bound to fall from a height to become a most an ordinary before it gets lost forever in the midst of unknowingness taking other Businesses together which are otherwise flourishing in doing their respective Businesses in the vastness of time.
I was attached with a particular Service Provider to provide me Phone, Broadband and Mobile Services for the last 5 years without raising of an objection being the bill amount always standing around a particular cost per month and never paid a bill late, but yet for the cycle 25th October to 26th November, 2009, I found that my monthly bill a little short of double the amount causeless and accordingly I registered a complaint with the Customer Care vide Complaint No.2708882 instantly on receipt of the bill in the 1st Week of December,2009 to provide me the bill details at a cost of Rs.60.00. In-spite of taking up the matter repeatedly with Customer Care, when none bother to reply to it leave apart addressing it, I e-mailed a written request to Customer Care to get a SMS a week’s later to confirm a different Telephone Connection as our which we declined by which time my due date for making payment got over. We I express my inability to pay unless the detail bill is supplied, it was sent to me almost a week was over from the last date of payment.
On going through the same, it registered an abnormal amount against ‘call charges to mobile within the circle’ being a particular Number registering more INR more than 600.00 on just 2 days i.e. 14th & 15th November,2009. On further scrutiny we found that the said mobile belongs to Retail Store in front of our Apartment and solely used for collecting orders from the entire area nearby and hence no occasion either the caller or the shop-owner keep the mobile busy not to lose their entire Business and mostly closes down around 2100 Hrs. Against our paying of regular charges of 1 or 2 Rupee for each call either from inception of the installation of mobile or from self fell seriously ill 6 months back being unable to undertake frequent walking, the said 2 calls were made at 2200 and 0000 Hrs when the shop always remain closed.
While pinpointing the error of the server in recording the pulse being a Machine, an Engineer visited our residence prior to expiry of the month and confirmed our grievances. Apart from it the Service provider was charging Rs.99 extra for the last 2 months and accordingly requested the billing section, the number of which was provided by the Customer Care to issue afresh the bill after making necessary correction to enable me to settle the monthly bill of the last cycle who in turn advised that, the charging of extra for gaming is already waived and the note for the charges against 2 calls were forwarded to the higher Authority, the outcome of which shall be communicated to me shortly to enable me to make the payment against the bill and further advised me to wait for making the payment unless confirmed the actual required payment to be made by me from their end. It happened 3 days before expiry of the month and reflects perfectness in providing of services.
Being never a defaulter ever, I made a payment of Rs.1422.00 against the bill of Rs.2109.00; 2 days before the end of the month leaving the debated amount short becoming sure of wrong entries even though no notice was served on me to make the payment or asked to wait but found to our utter surprise that just nearer the time of mid night of the New year eve, my all calls from my Landline connection to outside were cut-off including that of interacting with Customer care(121/1252/41112345 etc) either from my Land line connection or from my Mobile connection. While auto answering machine gets disconnected automatically following communicating for a long period of time in recorded voice against heavy call charges applied; all my requests for extending help to me became fruitless. My mobile also ultimately retired to sleep paying high call charges each time without getting a connection to Customer Care. Although I am intensely sick, the Staff of the Service Provider ignored all my prayers using harass languages to express their displeasure either not to issue a corrected bill or to remove the bar imposed till the other day. On January 6th, 2010, they had sent Recovery Agent to demand and collect the said small amount by force who after going through our record and finding the Complain genuine gently went away from our Residence without causing any harm to me. With this, I lost the entire value I behold most delicately or carried forward from my birth and known to one and every. Yet I kept insisting the Company to issue me fresh bills replacing the older ones since the charging me for ‘Gaming’ kept repeating by the Company following a gap and is now continuously happening including over payment of Rs99.00 during the billing Cycle 26/09/09 to 25/10/09. Moreover, in this month bill too, the charges against Gaming is appearing leave apart removing the same from our earlier 3 erroneous bills served although confirmed verbally that it shall never appear again just to leave the matter alive still for the future to reclaim it being considering it as often go uncontested as and when a fresh bill is issued. Without resolving nothing; they arbitrarily charged me an amount of Rs.3431.00 for 2 Cycles (26/09/09 to 25/10/09 & 26/10/09 to 25/11/09) to be paid instantly to avoid a disconnection with constant call from Recovery Agents alive to threaten me every day. The action taken from my side is purely due to the reason that the Customer accepting a wrong statement is equally at fault unless the matter is resolved on either way.
On 02/02/2010, I have received the Bill for the Cycle 26/12/09 to 25/01/2010; I still found that charges for Gaming is still included although never ever availed ignoring the promise made never to appear it in the Bill again which is reproduced hereunder. Although calls from Recovery Agents were absent, my accessing to Customer Care (121/1252/411112345 etc.) is still barred and hence send an e-mail yesterday which is also reproduced hereunder:
QUOTE
1) The Recent Billing Cycle: 26/12/09 to 25/01/2010
Monthly charges: Rs.1099.00
Call & VAS Charges: Rs. 116.00
DSL Usage Charges: Rs 99.00 (wrong-Gaming)
Late Charges: Rs. 75.00 (wrong)
Gross Charges: Rs.1389.45.
Discount: Rs. 100.00
Net Charges: Rs.1289.45
Taxes: Rs. 104.63
Total: Rs.1393.85
Wrongly Charged: Rs. -174.00
Total Due: Rs.1219.85 (Require Settlement)
2) To
Customer Care
SUB: Complain ID: 27089882/ 28095132 against PH: 411306001
REF: Settlement of bill (Cycle: 26/12/09 to25/01/10; 26/11/09 to 25/12/09; 26/10/09 to 25/11/09 & 26/09/09 to 25/10/09)
Dear Sir/Madam,
Further to various mails on the Subject kindly find below the bill charged to me for the last 4 Cycles,
26/09/09 to 25/10/09: Paid in full (Rs.99.00 charged wrongly for Gaming)
26/10/09 to 25/11/09: Charged Rs.2109 (Rs.99+Rs.528 debated): Paid Rs.1422 leaving Rs.687 unpaid.
26/11/09 to 25/12/09:
Monthly charges: Rs.1099.00
Call & VAS Charges: Rs. 79.00
DSL Usage Charges: Rs 99.00 (wrong-Gaming)
Late Charges: Rs. 100.45 (wrong)
Gross Charges: Rs.1377.45.
Discount: Rs. -79.00
Net Charges: Rs.1298.45
Taxes: Rs. 123.40
Total: Rs.1421.85
Wrongly Charged: Rs. -199.45
Total Due: Rs.1222.40 (Settled in full)
26/12/09 to 25/01/2010
Monthly charges: Rs.1099.00
Call & VAS Charges: Rs. 116.00
DSL Usage Charges: Rs 99.00 (wrong-Gaming)
Late Charges: Rs. 75.00 (wrong)
Gross Charges: Rs.1389.45.
Discount: Rs. 100.00
Net Charges: Rs.1289.45
Taxes: Rs. 104.63
Total: Rs.1393.85
Wrongly Charged: Rs. -174.00
Total Due: Rs.1219.85 (Require Settlement)
I regret very much for my inability to receive your number of calls from your billing Dept. in my Mobile as well as in my land line as the SIM Card in my Mobile was wrongly fitted which I unable to convey being my talking to Customer Care is barred by you.
Accordingly you are humbly requested to contact me now. Also you are requested to kindly recheck the current Bill again where charges for Gaming is appearing again and hence erroneous. Further, there can be any charge for late fee as the Complain No. 27089882 for charging (Rs.99+Rs.528: Call charge to Mobile No.9900803232 on 13th &14th November, 2009) is yet to be resolved. The moment it is resolved; I shall instantly pay the amount. Further as per AIRTEL rule I get another rebate of Rs.400.00 for serving me 4 continuous wrong Bills with Gamming Charge of Rs.99.00 in-spite of your removing the same form my forthcoming Bills altogether.
This is for your information and necessary action please.
Thanks & With Warm Regards,
(Dr.M.M.HAZARIKA, PhD)
A name retained by UN; Opinion Leader ‘TIME’
02/02/2010
UNQUOTE
NOTE: If the aforesaid matter is not bought to the notice of the most respectful Chairman, of the concerned Service Provider, I most humbly request you’re good self that an instruction be issued your valuable local Staff, not to show this much of disrespect to a Senior Citizen who has no source of income from anywhere. Considering that the instruction of sending recovery Agent to our residence cannot be other than that of the Senior Management of the Company or that of yourself and hence I am duty bound to bring the matter to your good self’s notice through this ‘Blog’ to clear the scar from our minds being no other channel of communication is made available to the aggrieved.
COMMENT
1. How the Company without resolving a disputed amount can charge late fee who is never a defaulter in his life time anywhere
2. How and what authority Company is engaging Recovery Agents to threaten my life if I don’t the contested amount?
3. You’re continuously appearing the same mistake of charging me is outright wrong.
4. Why my reaching to Customer Service is barred?
5. Where from you are charging an arbitrary amount of Rs.3431.00 without serving any notice?
6. Your behavior towards me is a ditto of what world is doing to me but I was expecting that you shall spare me considering me a Senior Citizen who has no other source of income but living like a worst ordinary.
7. I expect that once the Plot of land bought from the Government 20 years ago in the Delhi NCR Region is registered in my name which may happen any time now to get the sale proceed from it together with granting of Gratuity by the Company, I worked for my entire life most dedicatedly following the recent ruling of the Supreme Court on the Subject, I shall no doubt be alive again. That is enough for me till I see my end of life soon.
Until that time, I pray the humanity not to inflict any insult on me being living my life on debts which is nonetheless granted through a favor to me by a Most Renowned Company (ICICI Bank) beholding the value of the Nation.
END
FURTHER UPDATE OF TO-DAY (03/02/2010)
As I am taking up the matter with my Service Provider instantly on receipt of the Bill on 02/02/2010, the last day of payment which is generally around 17th of each Month but it carried an advice of immediate settlement even though Bills were served erroneous for 4 consecutive months and the matter is referred back to them, the outside calls from my telephone was again barred forcing me to doubt our existences as human beings. At 15:04; 50, I got an SMS from AIRTEL that my latest Complain No. 28842924 logged yesterday is resolved and accordingly I paid the amount of Rs. 1219.85 vide Transaction No.0140341554 through ICICI Bank Gateway at 8:25 PM (2025Hrs.) to-day leaving @ Rs.500.00 disputed amount unpaid, the Complain of which was filed vide Complain No.27089882 on 1st week of December, 2009 for serving wrong Bill of the said Cycle. As got many threatening calls of more serious action if don’t pay the Rs.500.00 earlier and seeing a repeat of barring outside calls and so also others, I had decided to pay double the disputed amount i.e.Rs.1000.00 vide Transaction No.0140347097 through ICICI Bank Gateway (Total amount paid to-day is Rs.2219.85) for adjustments at 9.05 PM (2105Hrs.) even though I owe a refund from the Service Provider instead of paying them any for serving continuous erroneous bills for the last 4 consecutive months for deducting Rs.99.00 and another large amount for paying the same amount of Rs99.00 for many months earlier but did it fearing an attack on my life. The Copies of e-mails sent are reproduced hereunder.
QUOTE
Mail: 1
To
Customer Care
SUB: Complain ID: 27089882/ 28095132/28842924 against PH: 411306001
REF: Settlement of bill (Cycle: 26/12/09 to25/01/10; 26/11/09 to 25/12/09; 26/10/09 to 25/11/09 & 26/09/09 to 25/10/09)
Dear Sir/Madam,
Since it is intimated to me via SMS that you had resolved the complain No.28842924, I have paid an amount of Rs.1219.85 vide Transaction No.0140341554 through ICICI Bank Gateway at 8:25 PM (2025Hrs.) to-day as shown hereunder. But how for Rs.500.00 which is still (Complain No.27089882) under dispute, the outgoing calls from my telephone is barred just now?
26/12/09 to 25/01/2010
Monthly charges: Rs.1099.00
Call & VAS Charges: Rs. 116.00
DSL Usage Charges: Rs 99.00 (wrong-Gaming)
Late Charges: Rs. 75.00 (wrong)
Gross Charges: Rs. 1389.45.
Discount: Rs. 100.00
Net Charges: Rs. 1289.45
Taxes: Rs. 104.63
Total: Rs. 1393.85
Wrongly Charged: Rs. -174.00
Total Due: Rs.1219.85 (Require Settlement)
Kindly provide me a consolidated Statement/bill for the aforesaid 4 Cycles (Also reproduced hereunder) to settle the outstanding amount if any immediately. If no fresh copies can be issued, any person or through e-mail, it may kindly be brought to my notice for outright settlement being all bills are erroneous and also as my accessing of Customer Care is barred(121/44444121/1252/41112345 etc) is most securely barred by you.
Cycle: 26/12/09 to25/01/10; 26/11/09 to 25/12/09; 26/10/09 to 25/11/09 & 26/09/09 to 25/10/09
(Dr.M.M.HAZARIKA, PhD)
Mail: 2
To
Customer Care
SUB: Complain ID: 27089882/ 28095132/28842924 against PH: 411306001
REF: Settlement of bill (Cycle: 26/12/09 to25/01/10; 26/11/09 to 25/12/09; 26/10/09 to 25/11/09 & 26/09/09 to 25/10/09)
Dear Sir/Madam,
Since you have again barred the outside calls from our Telephone with threatening of complete disconnection conveyed to us by your third party Recovery Agent earlier, I am paying you an another LUMPSUM amount of Rs.1000 vide Transaction No.0140347097 through ICICI Bank Gateway (Total amount paid to-day is Rs.2219.85) for adjustments at 9.05 PM (2105Hrs.) even though I owe a refund from you instead of paying you for serving continuous erroneous bills for the last 4 months for deducting Rs.99.00 and another large amount for paying the same amount of Rs99.00 for many months earlier fearing an attack on my life.
As I am almost bedridden for the last 6 months, the Telephone is the only way of our communication in case of any unwarranted incident happened to me to inform our relatives living at faraway places.
Kindly provide me a consolidated Statement/bill for the aforesaid 4 Cycles (Also reproduced hereunder) to settle the outstanding amount if any immediately. If no fresh copies can be issued, any person or through e-mail, it may kindly be brought to my notice for outright settlement being all bills are erroneous and also as my accessing of Customer Care is barred(121/44444121/1252/41112345 etc) is most securely barred by you.
Cycle: 26/12/09 to25/01/10; 26/11/09 to 25/12/09; 26/10/09 to 25/11/09 & 26/09/09 to 25/10/09
(Dr.M.M.HAZARIKA, PhD)
Mail-3
To
Customer Care
SUB: Complain ID: 27089882/ 28095132/28842924 against PH: 411306001
REF: Settlement of bill (Cycle: 26/12/09 to25/01/10; 26/11/09 to 25/12/09; 26/10/09 to 25/11/09 & 26/09/09 to 25/10/09)
Dear Sir/Madam,
Reference above, this is to bring to your kind notice that my Complain No. 27089882 dated 06/12/09 on the following logging of wrong calls on Mobile Number 9900803232 is yet to be resolved being it belongs to a Retail Shop in front of our Apartment and used only for collecting orders from nearby area and always closes down around 9:30 PM even though both connections belong to you but declined to match the pulse recorded on both to confirm any misuse.
13/11/09—Rs.120.00 (2200Hrs)
13/11/09—- Rs.57.00 (2103Hrs)
14/11/09—Rs.351.00 (0000Hrs)
As you over billed me for the Cycle 26/09/09 to 25/10/09 for Rs.99.00 towards Gaming and charged Rs. 99.00 extra towards next 3 billing Cycles up-to current one, I owe you Rs.396.00 as refund. And also as you had served 4 wrong bills to me, I owe you another 4x100=Rs.400.00 refund keeping all my earlier claims of refund towards Gaming Charges for many months intact. Accordingly while issuing the fresh Statement, kindly ensure that Rs.796.00 is duly refunded to me.
Taking the above into consideration, I sincerely expect that you shall send me an e-mail showing the details in a short Statement in the body of the mail itself without enclosing any attachments as I have no above reader to open any PDF Documents.
This is for your kind information and necessary action please.
Thanks & With Warm Regards,
(Dr.M.M.HAZARIKA, PhD)
03/02/2010
UNQUOTE
END
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