SUB: complaint of incorrect billing amount.
Bringing to your notice the following matter, I Shailesh J. Zaveri received (on 24/10/09) a bill from MTNL, amounting to INR 20873.00. for the period 01/09 to 30/09. Out of this broadband usage charges are 17688. This amount is obviously exuberant & incorrect in nature.
We took up this matter & visited KING CIRCLE MTNL office. They did not respond to the complaint & asked us to visit MTNL WADALA & meet Smt. S.R.Alwa, CAO (TR). We then visited MTNL Wadala. This certain Smt. Alwa was not present at the Wadala office & so we were directed to meet Mr. Sunderrajan.
We gave him the bill details of the past 8 months & asked him to look into the matter. He ridiculed us, as to why? did we take the complaint to him & that these matters are not his “Problems”, and further asked us to visit Mrs. Saraswati at SION MTNL.
As directed by Mr. Sunderrajan we visited MTNL SION. There we met Mrs. Saraswati & provided the details to her too. She checked our online account for the past few days of the month & concluded that it might be a “computational error”. The records on Mrs. Saraswati’s pc showed that we had logged into net usage only during night time. We use the internet only during night time i.e: after 00:00 hrs to 7:00 hrs. the scheme that we are under is DSL NU 849 (Night Unlimited). This was subsequently explained to Mrs. Saraswati. So, she took our complaint letter & it was acknowledge by K.M.SAPLE. Sub. Div. Engineer.
We were told that they would get back to us within 10 days. 22 days later we have received no feedback from MTNL. After all the confusion created by MTNL, they had the audacity to send us the next months bill amounting to INR 17570. for the period 01/10/209 to 31/10. This month we deliberately did not use the internet to check the fault. And even though there is no usage, we have been charged 17170.
Two months back, MTNL lines in the sion area were closed (DEAD) for a period of 22 days. Even though there was no connection we were asked to pay the full monthly bill of MTNL. After those 22 days when the MTNL phone lines were finally restored. They (MTNL) left the junction box in the building in a very bad state. The wires are hanging out in a state of complete mess, & the dug up area in the building was left as it is & not restored to its original state.
MTNL has been completely ignorant of these issues & are not helping us to resolve mistakes that they are making.
It is absolutely useless to run around from one MTNL office to another, trying to resolve these issues. MTNL employees like Mr. Sunderrajan are completely uninterested in customer problems & issues. They act & work according to their own whims & fancies. They are least bothered about the services they offer. Not one of the above mentioned employee knew the structure of these Triband service plans.
MTNL has truly become a hopeless & wasteful organization. It has no means of proper communications, outside or within the department. The employees working there are a bunch of uninformed, slow, rude, incompetent & malicious beings.
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