Thread: Excess bill by bsnl due to its employee mistake

Hi All there.
i am new to this blog. i have given an application in local bsnl office on 12 jan 2009 stating plan change from 250 to unlimited 750. SDO has assured me that my application has been accepted. but when bill comes in march it was 12000 and plan was not changed. i have proof of his words he told me that my application has been accepted the phone call i have made to him. now what i should do. can i move to consumer forum.

PLS REPLY AS SOON AS POSSIBLE

Written complaint to Cheif Account Officer (registered with receipt),

Call to his no. and talk to him in person. Request him to postpone your payment last date until this issue is settled.

Do you the name of the person who confirmed? Ask his assistance. It was a mistake to believe BSNL.

If not talk with someone in your local exchange. Check with the office where you gave the written application. Try to gather some data that can prove you applied early enough.

Go to www.data.bsnl.in, under my orders, enter your telephone no and post the screen shot as attachment.

A pity you didn't found this one early enough

http://www.indiabroadband.net/bsnl-b...an-change.html (Precautions during plan change)

The Actual Procedure of Plan change is like.... When you apply for plan change in your local exchange they enter the plan change request to their system using DOTSOFT. And after 2 -3 days if you ask about your plan change they will tell you that your plan change is done as they perform their duty. But on practical field, they only send request for plan change to NIB (I or II). Your Plan change will be effective only when your request is accepted and activated in NIB. Which can be confirmed from PORTAL or may be from SSA headquater not from every local exchange. I think you are suffering from this type of problem.

In this case if you go for consumer court saying that the offcer told you your plan has been changed then I think the officer will tell the court that "YES PLAN WAS CHANGED ON SO AND SO DATE" at least from his part.

One mistake is from your side is that you do not confirm your plan change in portal and another thing is that in UL 750 you will get 265Kbps which is 1/8th of your PLAN 250. So I think from the speed you are getting you could conclude that you plan has not been changed.

I am a BSNL broadband user. Complaint is related to BSNL Broadband service. I gave an application by hand in BSNL Office dated Jan 12, 2009 stating “PROVISION OF 20% DISCOUNT ON BROADBAND CONNECTION AND CHANGE OF PLAN FROM 250 TO UMLIMITED 750”. (COPY ATTACHED)
I got confirmation two times from BSNL people about the acceptance of the application.
1) While giving the application by hand
2) I called Mr. K. on Jan 12, 2009 on his Mobile No. ------------from landline no. ---------. I asked him about the application. He confirmed me that your application has been accepted. I again asked him “sir, 20% discount and unlimited 750 plan. He said yes.
Now problem arises when I came to know about the bill of Feb Month was above 12000 Rs. The plan was not changed to 750 unlimited. I went to Mr. K.C. and he totally refused about the confirmation I got from him about the application. He even refused about the call made by me from landline no. --------to his Mob No.-------. The telephone call made by me was the only evidence against him.

Now a big twist comes in the overall story. I asked him for call details made by my telephone number --------- in the month of January 2009. I gave application demanding call details to him and he forwarded the application to SDE. The call details provided to me were fake and his number ---------- is missing from all the call records. The total calls originating from my no. -------- in the month of JANUARY AND FEBUARY according to detail is 592. But the total calls in the bills of two months January and febuary is 104+144=248. There is a number in the detail which was deactivated since 16 Apr 2008. How calls can be made to a deactivated number? How this can be possible?
This fake call detail can be treated as indirect evidence against Mr. K. SDO (telegraphs) .

These b*tards are sick/worth nothing ............. don't even know how to do their work properly .................
then trying to mystify their doing by manipulations .................. misleading the customer ............

Customer care has the responsibility (and it is it's duty also) to care for the customers.
1) Take 3 or more copies of your Telephone Bill and the Bill Details that was given later to you. And, make sure that you donot handover the originals to any, till you reach the court (Most probably, you won't need a lawyer, because the forums will help you).

2) Go to the District Consumer Forum and file a complaint. You can get help from anyone else if you are not used to the Forum formalities. You can also get help without any problem (or spending money) from any of the Consumer Rights Protection Councils in your region.

You can get the address of your District Consumer Forum from this link: Address of District Consumer Forums

And, you will be able to get any further help and guidance from them.


Note: Before going to the Court, you might want to consult with the telephone authorities to see if they agree to listen to your grievances, and the dead-line for solving your problem need not go above 15 days (It can be around 7-15 days).

What i suggest is, try through someone you know in BSNL. If you are not familiar with negotiating, take a friend with you.

If you do not know anyone in BSNL (in person), go to Local exchange or Local employee, ask his help. A reference is always good, especially with BSNL.

I expect you already spoke to the Chief Accounts Officer through Phone. These guys can be more humane if we make continuous follow up.

If all this fails, then you have no option but go for a consumer court petiton.

And since they are playing with the details, go to www.data.bsnl.in

and save your usage details as webpage.

relying on oral assurance is a complete dumb idea. even if you get the call evidence whats the use? if he say's "i will give you broad band for free" and if he does not give then will you say "i have the dumb conversation on phone recorded"? besides you should have got the assurance on a written document...and why blame them completely? you should have checked your plan status before downloading....you pay for what you download.... now pay 12000 and next time act more smartly and get the "so called evidences in writing".

mr. boneless go through trai rules then u will not ask this type of sily question. and they poeople do not give me even my e mail id . they only gave me user id and password thats all

^^^
It is a standard procedure to have an acknowledgement copy for any application that is submitted. If u have not done that then it was an act of carelessness on your part. Even a Court of Law asks for documented proof.
What has TRAI regulations to do with this

@ pradeep parmar, I can understand your mental condition. But in my earlier post, the word accepted , I mean to say your request accepted in NIB server and not in your local exchange. And if your request is accepted in NIB server then in maximum case you cn see in your portal that your plan change status is OPEN. As your plan does not even changed after about 2 month, thus it indicate either your plan change request is not sent to NIB or there may be other problem like your local exchange does have the DOTSOFT facility and your application will be send via post. And regarding call details I can say that if your contact officer is SDO then he may manupulate the indicator of your telephone number as you mentioned you called him through Landline.

mr.pradeep kumar court asks you written evidence you have got the bill because you downloaded that much. court cannot say "yes poor pradeep its not your fault you dont know anything its bsnl's fault they came to your house and downloaded for you....we give the case in your favor for your dumbness"....plz tell me does trai rules say that act negligently download as much as you want and then say " oh i didnt know its all bsnl fault blah blah...

//You are in breach of forum rules and policies. You are using insulting language. State what you wish to say without using provocative language. You are been handed a YELLOW infraction card. - Moderator just4kix

for last month broadband bill they've put 600RS extra for me in miscellaneous charges for me when its supposed to be RS 255.. That's y I've given a complaint.. But no positive response as of yet..

Originally Posted by boneless

mr.pradeep kumar court asks you written evidence you have got the bill because you downloaded that much. court cannot say "yes poor pradeep its not your fault you dont know anything its bsnl's fault they came to your house and downloaded for you....we give the case in your favor for your dumbness"....plz tell me does trai rules say that act negligently download as much as you want and then say " oh i didnt know its all bsnl fault blah blah...

I too support your point of an acknowledgement ............... but i guess there is a advicable way of communicating it to others .............
because it's happening with someone else it's easy to emphasize on everything that the other person has failed to do ..............

but while it turns out to be that you are the victim then you desire for fruitful advice rather than words of hardships from others .................. so the same applies to him and you as well .......... because nobody is perfect ..........

and coming to the topic it's not just a one persons fault .............. as such while in the case - the BSNL's Officials should have acted in a more responsible manner than just casual answering and the victim (though i don't consider him to be real time ignorant as most of the people (new user's) are unclear about BSNL's Working culture) should have acted in a more professionally oriented manner ..............

so i guess you understood what i meant ...........

Originally Posted by srinpraveen

for last month broadband bill they've put 600RS extra for me in miscellaneous charges for me when its supposed to be RS 255.. That's y I've given a complaint.. But no positive response as of yet..

BSNL needs some chasing ........... they have an age old staff/workforce which doesn't wanna learn and work ................

so you need to be their personally(BSNL's Office) and go to the account officer for getting your bill corrected/rectified ...................

i had to answer him in a harsh manner coz according him my "questions are silly".....and i dont like people who commit a mistake and try evade there negligence and blame others completely

a new a cyber cafe was opened near my home and its owner was a ignorant jack as* just like our mr.pradeep he didnt know what plan he was in and downloaded heavily just like mr.pradeep and he got a bill of 40,000.

so what he did? he didn't wine like pradeep he went to the accounts officer and requested him that he would pay the money in installments.....

moral of the story???

"act with diligence if not then stop acting innocent"

Originally Posted by boneless

i had to answer him in a harsh manner coz according him my "questions are silly".....and i dont like people who commit a mistake and try evade there negligence and blame others completely

a new a cyber cafe was opened near my home and its owner was a ignorant jack as* just like our mr.pradeep he didnt know what plan he was in and downloaded heavily just like mr.pradeep and he got a bill of 40,000.

so what he did? he didn't wine like pradeep he went to the accounts officer and requested him that he would pay the money in installments.....

moral of the story???

"act with diligence if not then stop acting innocent"

i will give u my user id and password then u will not say like that. i live in village it is too far from the main city. i have gave written application in local exchange to provide me with my id and email . but they say that u hv to do nothing with details n id and e mail can not be provided. it is secret.
more over all poeple in himachal has same email id which is nibhmrm@bsnl.com
if 20% discount is provisioned why plan not changed ????
thats all
n about trai rules
if u gave any application to ur service provider it has to be informed u telliphonically or in written or throgh email. n i hv got informed through telephone.

if your so called "telliphonical" confirmation can be relied upon then why do they provide the options of checking ur plan status...if you don't have your id then you should have complained,got your id and then could have went for a plan change.

you should know that if you get a transfer rate of 256kBps then you are still in 2mbps limited plan and if you get speed of 32kBps then you are in 256kbps unlimited plan you should have checked this before you have downloaded... now isn't this sheer ignorance on your part?

even if you go to the court you still have to pay coz you have downloaded certain amount of data so you pay for it....if your account was hacked and someone else downloaded from your id then you have a valid point to argue.

if you request bsnl employees in a humble manner then they could consider reducing the amount...if you act against them...then they will make you pay the bill by all means.

Originally Posted by boneless

if your so called "telliphonical" confirmation can be relied upon then why do they provide the options of checking ur plan status...if you don't have your id then you should have complained,got your id and then could have went for a plan change.

you should know that if you get a transfer rate of 256kBps then you are still in 2mbps limited plan and if you get speed of 32kBps then you are in 256kbps unlimited plan you should have checked this before you have downloaded... now isn't this sheer ignorance on your part?

even if you go to the court you still have to pay coz you have downloaded certain amount of data so you pay for it....if your account was hacked and someone else downloaded from your id then you have a valid point to argue.

if you request bsnl employees in a humble manner then they could consider reducing the amount...if you act against them...then they will make you pay the bill by all means.

I would say that not all are so knowledgeable as you are ,so cheers to you ............ and one learns the most by his mistakes .......................
but to this i would add that please try to keep your suggestions in a ligitimate manner ......... i'm not saying this because i have a pretentious mindframe about your action but infact after reading your first post in this thread i.e.:-
{relying on oral assurance is a complete dumb idea. even if you get the call evidence whats the use? if he say's "i will give you broad band for free" and if he does not give then will you say "i have the dumb conversation on phone recorded"? besides you should have got the assurance on a written document...and why blame them completely? you should have checked your plan status before downloading....you pay for what you download.... now pay 12000 and next time act more smartly and get the "so called evidences in writing".}..............
i felt that it's a bit harsh on the other person who is already into trouble and going through the annoying phenomenon of dealing with the BSNL staff .........

so guide him thinking as if you had by mistake commited it ............ because you never know when time swaps people ...........

And i guess he must have already realised by now that he also had commited a small mistake by totally relying on BSNL's staff ............

but it's a common phenomenon which almost happens to a new user as is evident from this forum itself .......... because a new user doesn't have enough knowledge about BSNL's way dealing with crisis ....... infact some senior members of the forum after learning so much about dealing with BSNL are still unsure about their plan change and are unble to confirm either ........... and infact nobody is born intelligent everyone learns from his mistakes ............


and as well if BSNL had a good customer care these forum wouldn't have been into existence itself ..........

It's not a time to blame each other. We was just asking for help. It's alright if you are just trying to give some advices for future. But, it's not good to keep on blaming a person who is in trouble now.

Even if you don't help him, please don't make him feel more bad, because he is here to ask for help, and not to hear others blaming him. And, all the advising and all can be done later. It's not the right time to say "You must have done so" or anything like that.

Forget the past, and it's now present with only future lying ahead.

-D

truth hurts doesn't it??? truth is always supposed to be harsh.....so you mean i ripped his heart apart in a harsh a manner? you people would do it gently??? ultimately we are ripping his heart aren't we?.....i don't want to mislead someone by sweetly talking.

?moral of the story??

if it hurts...choke it down the throat" :sneaky2:

Originally Posted by boneless

truth hurts doesn't it??? truth is always supposed to be harsh.....so you mean i ripped his heart apart in a harsh a manner? you people would do it gently??? ultimately we are ripping his heart aren't we?.....i don't want to mislead someone by sweetly talking.

?moral of the story??

if it hurts...choke it down the throat" :sneaky2:

it could be the other way out as well ..............
He could get his Bill rectified and prove his point and negligence done on the part of BSNL's staff as well about the manipulations done by the staff in the billing details and wherein he could claim for mental harrasement via BSNL's Employees as well and get them to pay for their doings ................

you never know while the dice is still rolling ...............

yes and then all government officials learn there lessons and they will work with honesty commitment....and india will soon leave behind other developed countries

Originally Posted by boneless

yes and then all government officials learn there lessons and they will work with honesty commitment....and india will soon leave behind other developed countries

one just can't predict the future ..............

Originally Posted by pradeep parmar

Hi All there.
i am new to this blog. i have given an application in local bsnl office on 12 jan 2009 stating plan change from 250 to unlimited 750. SDO has assured me that my application has been accepted. but when bill comes in march it was 12000 and plan was not changed. i have proof of his words he told me that my application has been accepted the phone call i have made to him. now what i should do. can i move to consumer forum.

PLS REPLY AS SOON AS POSSIBLE

I have paid the bill of rs. 12000. NOw I want to say to all of u people that bsnl never cared for its customers hence its customers are loosing faith in bsnl. pls do not go gor bsnl services thats all.

more over bsnl has loose a customer whose monthly bill was above 1000 always. BSNL should feel ashamed of that

I can understnd your emotion but in this case both of you (BSNL and you) are in wrong possition. One more thing is that we should remember that BSNL is doing business with us and they are not doing social work. So we should be verymuch carefull while dealing with any company.