Hi,
About 8 months to one year ago, i have opted for a postpaid TATA Photon Plus connection, and for a while all the services and relationship between myself and the merchant went well. But, recently i have resolved to convert my postpaid internet connection to prepaid, and i proceeded further with the process in November' 2012. Following are the steps that i took in order to convert my postpaid connection to prepaid:
1. I initially cleared the outstanding amount of Rs. 1400, as on November 3rd' 2012. Please see the attachments of Bank Statement-Transaction Summary and Payment Acknowledgment Email received by the merchant services, as proofs that outstanding amount was indeed made just before actually proceeding with the Prepaid conversion process.
2. I then made a visit to the TATA Docomo outlet at KPHB colony, Road NO.1, Kukatpally, Hyderabad., on the 4th of NOV'2012.
3. The merchant executive, checked his intranet details to check if there is any outstanding amount. Realizing that an online payment has been made before day, he generated an e-complaint and request on behalf of my postpaid account, for converting it into prepaid. However, he suggested me i go to the TATA Docomo outlet at Madhapur, beside police station, to complete the entire process of submitting ID Proofs and application form essential to convert the postpaid connection into a prepaid.
4. As suggested by the TATA DOCOMO executive at KPHB outlet, i made a visit to TATA Docomo outlet at Madhapur, beside police station., on the 5th of NOV'2012 (Monday) around 7:00 PM.
5. As i spoke with the TATA DOCOMO executive, he checked his intranet and found that already an e-complaint was raised on my behalf by the TATA DOCOMO executive at KPHB outlet.
6. He then guided me with filling in of the application form, collected the ID Proofs essential to convert my postpaid connection to a prepaid connection. Took Photographs along with ID Proofs and generated the process.
7. Within a span of 2-3 business working days, on 8th NOV' i have received continous emails by the merchant customer care that the Issue request put forward for converting my prepaid connection is resolved. Please see the attachments of Issue Resolved Acknowledgment Email received by the merchant.
8. On top of which, my postpaid connection was terminated from the services, the minute the issue was resolved. See attachement of Service Terminated with a message "PPP LINK CONTROL PROTOCOL WAS TERMINATED".
9. On top of all the above, i receive a call from the customer care, asking me to recharge my prepaid connection.
NOW ANSWER ME? WHY AM I AT ALL SUPPOSED TO PAY ANY KIND OF AMOUNT, AS BEING HARRASED BY THE TATA TELESERVICES LIMITED?
ANSWER MY FOLLOWING QUESTIONS:
QUESTION 1: If at all there was an outstanding amount, why did any of the TATA DOCOMO executives at TATA DOCOMO outlets allow me and help me to proceed with the postpaid to prepaid conversion process? That too, both the executives at both the outlets KPHB and MADHAPUR? Twice?
QUESTION 2: If at all there was an outstanding amount, and say the merchant executives failed to check properly, when the request was generated to start the conversion process, Why was it resolved?
QUESTION 3: What do you expect the customer to infer from the message "YOUR REQUEST NUMBER IS RESOLVED! " Is the customer not supposed to think that its done?
QUESTION 4: What the hell is your database system which sends an payment acknowledgment mail but cannot record that after that particular payment, a request has been put up at an authorized outlet to convert it from postpaid billing cycle to prepaid billing cycle?
QUESTION 5: How can it even send the e-bill after terminating the postpaid services to a customer, and inspite of he/she not utilizing even a single KB of the postpaid plan opted?
QUESTION 6: Inspite of failing to answer all the above, answer me, why will any customer care representative from TATA Teleservices Limited, call me and ask me to recharge my prepaid internet connection recently converted, if there was any outstanding amount left?
P.S: I AM NOT LEGIBLE TO PAY A SINGLE PENNY, AS I WAS DIRECTED BY THE MERCHANT OFFICIALS AT LEGALLY AUTHORIZED OUTLETS THEMSELVES, WITH MY ISSUE GETTING RESOLVED.
I CONDEMN THIS HARRASMENT OVER ME BY TATA TELESERVICES PHONE CALLS AND I VERY KINDLY REQUEST FOR AN ACTION TO BE TAKEN AND HOPE THIS GETS RESOLVED IN A PEACE MANNER POSSIBLE.
Thank you!
Neelima Suri.
[email protected]
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