Complaint Details: Customer, Tata Docomo
The General Manager,
Subject: Mobile number out of service
This is with reference to my Tata docomo number 7411023244,i have taken a postpaid connection in this number for my wife (Mrs. Dalia virgin mary0in the month of February. later decided to convert in to Prepaid in the month of may.
For the same I meet the docomo service outlet opposite to forum mall koramangla on 14th of May, where they have requested for an application and address proof and the same has been provided to them. Later by Friday my outgoing calls are barred, so I stepped in to the service outlet again, they requested me again for my address proof again (passport copy) since they have misplaced and the same has given to them again, and they convinced stating I can get all their services from Monday (21st of May).
But it’s quite opposite on 21st of may the incoming and outgoing calls are barred,
spoke with a customer care executive regarding the same ,she asked me to dial *151# so the number will be released in next 15 minute .I explained her my problem I am in Chennai and the number which is out of service is my wife’s number how could I convey this to her to get her number activated and I have to urgent issues to be discussed with wife .she replied there’s no other way, but I anyway managed to contact her the next day only and asked her to try the number given by the call center executive but nothing worked good. On the same day I asked the call center executive to transfer the call to her supervisor and she did, he replied the application has not been processed it will take 72 hrs, and he asked me to go the service outlet and talk to them again regarding and same and he said he will try to avail the service to the number before evening or he will give me a call regarding the same, but nothing happened.
I called up the customer care again around 11.30 am a lady rep answered the call and said it will be activated in next 2 hours again the disappointment continues. Later after 2 hrs I called the customer care again this time a gentle man answered it will take 72 hrs to get your connection, you talk to the service outlet where you have submitted your application and he doesn’t listens to what a customer say, rather he speaks in a recorded tone and he is not a good listener, and I asked him to transfer the call to the supervisor where even the supervisor couldn’t answer my queries, I asked him to transfer the call to the manager he said he will certainly do that but for the next 25 minutes I could hear only docomo music very irritating but no one spoke to me the call ended in 39 min of no use .
Please note the customer care number I have contacted 90306012345
Finally I decided to call the docomo toll free number where he replied we give solutions only to the postpaid connections not to the prepaid and he gave me an alternate number18002660000213219 I confirmed the representative with this number again he said this is the number. When dialed it’s an unassigned number. I would like to thank him for this.
With the frustration I dialed the previous customer care number where my number has not been answered.
My questions to the company are:
1) How could you stop the services without intimating me officially after I gave all the documents you have asked for?
2) Why do you need an address proof for an existing customer who wants to change the plan from postpaid to prepaid?
3) Customer care should network with the service outlets to resolve customer problem why I have been asked to go to the service outlet thrice?
4) When your service outlet is not responding to the customers why should you have such outlet?
5) If your service outlet staff has misplaced my application why should I suffer for this? And I have missed a project due to your negligence?
6) Finally why false commitments are given to me?
Hope you will respond for all my queries.