I, Anil Kumar (mobile number - 9921096198) is a Tata Docomo’s postpaid customer with GPRS 2 GB@50 pack. I switched over to Docomo from Idea earlier this year. Now it seems it is the worst decision I have taken in my life. I have been overcharged for three months through bills dated 07-Nov-12, 07-Oct-12 and 07-Sep-12. Overcharging resulted due to activation of ‘dive-in’ service which was activated by Tata Docomo without my knowledge. Tata docomo agreed to this glitch but is not ready to refund my Rs 592. Does it make sense to pay Rs 592 when I haven’t even used my Rs 50 gprs completely in any of these months? Here is summary of overcharge:
Sep - Rs 49
Oct - Rs 99
Nov - Rs 444
Total - Rs. 592
This amount of 592 service tax at 12% should be completely refunded.
Here is the history of my communication with Tata Docomo:
19th Nov 2012 – sent my complaint through e-mail and got docket number 336346611.
20th Nov 2012 – Customer care called up and informed that I had clicked on chargeable links and was charged accordingly. She had no answer when I asked who activated this service. She refused to refund.
24th Nov 2012 – I paid my Nov bill completely.
8th Dec 2012 – I called customer care again in morning. Arshin Seth (customer representative) told that I had activated Dive-in through my mobile’s munu. When I asked her to tell me from where on mobile we can activate or deactivate this service, she started telling me about some menu which I could not find on my phone till date. She also informed me that whenever ‘dive-in’ has been used, user gets intimation in form of SMS. Neither I activated any such service on my phone, nor did I get any intimation of service activation or service usage. She refused to refund the amount too.
8th Dec 2012 - Same day, I went to FC road office in Pune. Customer representative Sagar Joshi could not find any dive-in menu on my mobile phone. He agreed that Tata Docomo wrongly activated service called ‘dive-in masti’ which resulted in excess charges. They deactivated dive-in service but refused to refund, not even for goodwill.
11th Dec 2012- send e-mail to Tata Docomo’s appallete authority but they refused to accept their fault, let alone refunding money.
All the customer representatives never asked me about my phone model/operating system before starting to tell me about dive-in menu. Are they not aware that menus are different on different phones? I got irritated by this technical illiteracy of the customer service. Pathetic!!!!