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I chanced on this story on IBN (mercifully without it’s famous spelling mistakes!) ( For more on this read here.)
They have highlighted a persons problem who was forced to cough up Rs 7.25 lakhs for local calls made in 2 months! The person in question tried every avenue and thence he took his problem to the media. The problem was solved immediately. What otherwise took 11 years. Because of pro active media. Thats why we need media to act as a watch dog. I won’t say that media ought to butt in to solve such cases like billing complaints, but surely can funnel people’s voices to make sure that the accountabilty sets in.
Anyway, I am posting across two screenshots of BSNL’s legendary perfidy. The gentleman in question is suffering from dire medical problems and I know him personally. Being wrecked by old age, he is not very mobile and is forced to stay on bed for extended spells.
He got an inflated bill (screen shot 1). He had to personally call the high up officials and explain it to them that the billing hassle be rectified. Despite so called assurances, there was no answer forthcoming. The gent in question told the high ups that he isn’t mobile because of his pressing and urgent medical problems; that he is incapacitated. Yet, there was no show of mercy from these officials.
After a threat of legal action and perhaps much boo boos later, the corrected bill was issued (roughly after 3 months). You can see the screenshot here. The difference is stark! The original bill amount was Rs 3000/- plus. This was reduced to Rs 600/- plus only!
Now, what do we make out of them. Despite claiming the fact that BSNL has an established Customer service, not everyone gets any redressal to the same effect. I have heard horror stories about people interacting with their staff; you would honestly want to give up in disgust. It is the same company that made a neat profit of Rs 10,000 crore. Yes, that was in the last fiscal. Yet, with such a profitable enterprise and it’s engaging in inflating bills.
(I have had to obscure the personal details in the screenshots to protect the identity of the person in question).
We need this to be highlighted in the media and perhaps force them to act.