India Broadband Forum

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Dear Sir,

I have been using Reliance Broadband WiMax connection for close to a year. About 5-6 months back I shifted to their 2 Mbps connection with 4GB free data download per month plan costing me Rs. 750 + ST (My billing cycle was 23rd to 22nd of next month). Since my usage/ downloads are limited I did not face any issue untill August 2009.


I request your good offices to intervene in the following issue I am facing coz inspite of repeated emails and phone calls there has been no justified solution offered to me by Reliance.

To give you a jist of my case, since 18th August 2009 I was facing "Authentication Failed Error" while logging into my account for which I was following up with Reliance customer support team everyday. Every time they would tell me that I probably did not log out from my account that's why my account was freezed so I need to wait for 30 mns to 6 hrs for account to be active again. I realized on 22nd August 2009 from my account usage report that there was a problem with my account coz since 18th August 2009 when I was literally struggling to access my account over 2.7 GB download had happened. I immediately put a mail to customer support team informing them of wrong download indicated in the usage report.

Then on 23rd August 2009 to my horror I could see that usage for 22nd August 2009 itself accounted to over 6.5 GB of download after which I again immediately put following mail to the Reliance team.

To my shock they reverted on 24th August 2009 saying that there was excess usage from my account and I have exceeded my credit limit (I was never informed about the credit limit ever)so they have deactivated my account and want me to pay Rs. 17,746.19 to activate my account.

Since I had never downloaded so much from my account I wrote back saying I would rather wait for their billing team to look into the matter and charge me the correct amount. On 27th August 2009 I received a bill for Rs. 13,971.59 (4 GB of free downlaod was adjusted against Rs. 17,746.19 amount claimed earlier) for the billing period 23rd July-22nd Aug. I immediately wrote a mail to their customer support team and nodal officer informing them about faulty bill. The next week I finally received a call saying my bill would be waived off but later I again received a mail saying my bill is now Rs.24,767.33 and that my account is active and downloads are still happening from the same.

I have discontinued their services but yesterday I still received their bill amounting Rs. 14,344.88 for 23rd Aug to 22nd Sep this despite the fact that my account was deactivated during this period.

I forsee a major problem or glitch in their system coz I have mails clearly stating my account was inactive from 24th August 2009 but still downloads continued to happen from my account even though I was not using it. If downloads were happening when my account was inactive I just cannot imagine what they would have done a month earlier when my account was active.

I am unnecessarily in this mess for no fault of mine. Being their old customer I had escalated all the issues on a timely basis but still I have not received any satisfactory support. In fact I have also put a mail to anil.ambani at relianceada dot com but in vain.

Kindly advise

Vishal Kamath
9892962928

Following is the mail they had sent me

On Mon, Aug 24, 2009 at 9:56 AM, broadband at relianceada dot combroadband@relianceada dot com wrote:

Dear Customer,

Greetings of the day!

We apologize for the difficulty faced.

With reference to your e-mail regarding inability in using internet services, please note that your services are temporarily suspended from our side due to excess usage than your credit limit.

However, we request you to kindly make the interim payment of Rs. 17746.19/- in order to restore your services.
Further to your concern regarding waiver, we request to you kindly revert once you receive bill for this month.

Looking forward to serve you in the future.

For additional product and service related information, you may contact us through any of the following means:
Phone: 1800 3000 7777 from any phone (Toll free) or,
022-3033 7777 from any phone.
E-mail: broadband at relianceada dot com


Yours sincerely,


Prakash Jawal
Broadband Customer Care
Reliance Communications.

Hi,

My advice is not to pay those bills. Keep the bills and any email communication you have printed and complain to the local consumer grievence cell. Mean while you should expect to recieve a lot of threat calls from people claiming to be goondas and lawyers from reliance. As soon as you recieve such calls, disconnect the line. Dont Talk to them. Mean while try another connection from another service provider.

regards,

dominic

priyan

Will it be possible for you to share your subscriber id and fault tuicket numberm, i might be of help