I purchased net connect (7483268130) from my office retailer (Accenture Office, White field) on 12th Nov 12 with 3 months advance rental plan.
The services got activated on 14th Nov at 2:30 PM, but since then, I can only get high speed, not net connect speed.
So, on 14th Nov, I contacted customer care and spoke to Mr. Hemraj, he said that for some reason, NetConnect has not been activated on this number, he is doing that right away, and it would be active within 24 hours.
After waiting for another day, I tried to access internet again on 15th Nov around 9:30 PM, still I could only get High speed network. So, I contacted customer care again. This time, I spoke to Mr. Srinivasan, who said that the issue is not only with this number, but with all the new customers who took data card, and he has registered a complaint for that.191694497.
He said that his colleague had given me wrong information on 14th and that I will have to wait for another 4 days to get this issue resolved. He also said that he can only feel sorry and there is nothing else which can be done at the moment.
I would also like to mentinon that he was very very very rude, and made me feel as if he is doing some kind of favor by registering my complaint, which I suppose should not have been needed in the first place if this was a common issue for all new connections.
Very frustrated, I disconnected the call to get rid of this ARROGANT, RUDE and MISBEHAVING customer care representative and called back in 10 minutes.
This time, my call was taken by Mr. Dhanaraj, who after consulting "technical team" informed me that Net Connect was not PROVISIONED for my number, and now he is taking down a complaint to get it fixed. Apart from this, the information given by Mr. Srinivasan was also correct and that the new users have been facing issues as well.
At this point, I was very confused with this series of not connected information. So, I asked to speak to the floor manager.
The floor manager, Mr. Vinod Kumar, after consulting technical team again came back with information, which concurred with what Mr. Hemraj had told me on 14th Nov and later by Mr. Dhanaraj on 15th Nov.
He promised that my account would have NetConnect in next 30 minutes or by early morning of 16th latest. He also told me that I will get a bill adjustment for the time when I could not use services.
On 16th Nov, I escalted this issue and sent email to Netconnect. [email protected], who apologised on behalf of their customer care and informed me that the issue would be resolved that day. I did get several calls from customer care after this and every time they gave me silly suggestions like re install data card, use a different laptop, change your location.
Since I had already wasted a week, and I was not able to access internet, I decided to contact the retailer from whom I had purchased the card. He gave his boss Mr. Murali's mobile#. Mr. Murali suggested that I raise a request with Reliance for data card termination, which would take 7 days and he would refund the data card cost of Rs. 1200 after that and also promised that he would help in getting remaining money as well.
I raised request## 193446786 for data card termination on 7th Dec. Mr. Murali asked me to send the request# on [email protected], which I did on 10th dec.
I waitied for a week, and sent a reminder email on 14th dec. and got a reply to send my request to EWGCustomer. [email protected], which I did immediately.
I got a reply back on 17th Dec that "MDN number is cancelled for post paid data base also no dues for the same."
So, I called up customer care again to check the status and was told that my post paid connection was converted to prepaid and there is no balance in my account now.
I contacted Mr. Murali again, and he said, there is one last step needed, to forward the same email to [email protected], which I did on 20th Dec.
Since then, Mr. Murali has stopped picking up my calls and everytime he replies by a message saying that he is in a training or in traffic. I even sent an SMS saying that I would take up the matter in consumer court, but he responded simply saying that he will help me and will call me back.
At this moment I am certain that I am being cheated and have no faith left whether I would get my money back, so I am raising this request in grahak seva kendra.
Kindly help me or guide me on who can help me to get this issue resolved.
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