Dear Sir,
An IPTV connection was installed with my residence telephone number 25553666 on March 14. From the very beginning it was not working satisfactorily and despite many complaints to the ‘customer care’ people, neither was it put to working order nor did any technician visit my place to set right the fault despite assurance given to me each time I called. I was therefore, left with no alternative but to have it disconnected. Vide my letter dtd. 09.04.09 addressed to the Commercial Officer/MTNL I requested that my IPTV connection be disconnected.
Upon checking up with customer care on 13th April about the disconnection of this service and the refund of Rs. 999/- paid as security at the time of installation, I was surprised to know that no action had been taken on my letter of 9th April. Instead I was asked by customer care to obtain the OB number from MTNL and convey the same to them, only after which they could take action regarding disconnection.
I approached the Commercial Officer on 15th April for the OB details but was advised that in their system no IPTV facility had been provided and therefore, there was no question of issuance of any OB number for disconnection. A letter was given to me by the DE (Sales) confirming this fact.
In the meantime I received the telephone bill for the month of March (Bill No. 2055268673 dated 9.4.2009) wherein Rs 115.55 had been charged towards IPTV service. During my meeting with the Dy. Manager MRC on 17.04.09, when I brought the whole matter before him, he advised me to make the payment of this bill and assured me that the IPTV charges levied in this bill would be refunded in the next bill. I paid this bill accordingly on 17.04.09 requesting MTNL to ensure that not only the IPTV charges recovered from me were refunded but also no further IPTV charges were levied in any subsequent bills for this phone. I had further requested that all appropriate actions be taken to ensure that the service was disconnected and the security amount of Rs. 999/- paid by me at the time of installation was returned to me by Aksh Optifibre Ltd. at the earliest. My letter dtd. April 17 addressed to the Dy. Manager MRC/MTNL in this connection is also available in your records.
I was extremely surprised and shocked to receive the telephone bill for the month of May (Bill no. 2055481022 dt. 09.06.09) wherein Rs. 398.00 have been charged towards IPTV service for the period 01.04.09 to 31.05.09 even though I am now using the connection of another service provider.
I’m extremely disappointed with the customer care service of both MTNL and Aksh Optifibre and am cursing the day when I had decided to opt for the IPTV connection. Please tell me who else I need to contact to bring an end to my woes?
Thanking you,
Yours truly,
Jagdish Kumar Mutreja
(M) 9810121017
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