I am a Reliance GSM Prepaid user.
I have used Blackberry services for over 1 month and yesterday (19 Sept), my existing blackberry services expired and I had to renew my services, the services were not renewed automatically as I didn’t have sufficient balance at that time on my mobile (Rs. 398 for BIS for 1 month)
However, because I needed the service, I sent the sms ACT BBPRELITE13 to 53739 on 20 Sept 2:25 am and activated BlackBerry Messaging Bundle Plan (BISLite) for 1 day, I got the sms that my services had been activated and Rs. 13 were immediately deducted. After half an hour I was still unable to use the services. I contacted Reliance Blackberry Customer Care on *389 and I was told that it takes 3 hours for the service to activate.
I tried to use the service in morning 10 am today (20 Sept), BBM was still not working, I called up reliance customer care and put a complaint and they said it would be resolved in 48 hours, I said, my BBM plan is just for one day, I need to it to resolved urgently, they said, they are looking into it and it must get sorted in about an hour’s time.
However, after an hour, I was still unable to use BBM services and nothing was working at all, I called *389 again and spoke to someone named VEDA and I told her, that morning 10 am onwards is the peak time when I need to use BBM services for work related communication, and if they cannot activate it, please refund me my money and deactivate my services, I don’t want any services from them. She said, there is nothing she could do about it in any manner, however when i pushed her by saying “Do you mean my money and services both are gone”, she says that your services are deactivated already and it shows here that your Blackberry APN settings are incorrect and so you can’t use the services, I said, “Please clear two things, I am not able to use the service because my services are deactivated at your end or because my Blackberry APN settings are incorrect”, she didn’t say anything and I said, whats going on? Can you please activate my service or give me my money back?
She said nothing and I then asked her to let me speak to her supervisor, she said, the supervisor is not available till 2 pm, and if I want to speak to a supervisor, I will have to call after 2 pm.
I said, what about my money that you have deducted, she says, she can’t do anything and finally after much force, she gave me a complaint number: 187623938 and hung up the call.
Following on to this:
I received a call from someone named Dinesh in evening around 5:30 pm, who claimed to be calling from Reliance Prepaid Customer Care department.
He asked me to cancel the existing plan of Rs. 13 per day by sending sms DACT BBPRELITE13 to 53739 so that it doesn’t auto renew itself to avoid further balance deductions and that he would forward my complaint for waiver (refund) or Rs. 13.
However, ever since he asked me to do so, in past 5 hours, I would have sent around 200 SMSes as instructed above and everytime I get the sms “Your request could not be processed, please try again later, We regret the inconvenience. Reliance”
In regards to this I made about 4 to 5 calls to customer care informing them of the situation, when I made a call at 6:30 pm, I was told to call after an hour as their system is facing congestion.
I then called around 7:30 I was again asked to call after an hour as their systems are not working fine.
I then again called at 8:30 and the concerned person asked me to call after 10 pm, he said by then the systems would be up and running once again. I now called about 15 mins ago and I am now told by someone named “Mangesh” that there is nothing he could do about it as the system is not responding and there is no one available to escalate the complaint to, and so I will have to wait till morning to get this problem resolved.
I told him what about the deduction of another Rs. 13 from my main balance account, he said “if it gets deducted we will look into it in morning”
This is really ridiculous, they did nothing for the whole day today from morning 3 am till night 10 pm and at night 10 pm I am being told to call in morning 8 am.
I am reachable on 91 89056 80129 (this is the same reilance gsm prepaid number in regards to which I am making this complaint)
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