Greetings!
This regards one of the 2 post pay mobile connections (8089XX8789, 808XX78781) I have with Tata Docomo. I am a loyal customer with a clean track record for a couple of years now. I paid December’s monthly charges for both the numbers along with the Photon connection as online transfer on 11th Jan, 2016 (I have transaction confirmation details from the bank to vouch this). I received a message after 13th Jan, ie. my due date of payment saying I have not paid for one of the numbers (808XX78781) and I was levied a fine of INR 54. Since 15th January, I have been sending mail after mail to Customer Care (listen@tatadocomo.com) with the proofs of transaction and have been receiving shallow response. I escalated the same to their Appellate Kerala Desk (appellate.kerala@tatadocomo.com) and received a call after few days saying both my payments were credited to a single number (8089078789) and the confusion was due to that. I communicated that it was not my fault as I have proof of payment for the before-said number and what all happened was of technical nature which happened from the service provider’s end. I said I am ready to pay the actual rent and not the fine, as it was not my fault. I received another call in a day or two conveying their willingness to settle it as I requested. I asked the support staff for an email confirmation as I wanted proof of communication, to which the person agreed. I waited 4-5 days and sent a mail to them today (11 Feb, 2016) as my next due date is on coming 13th. I clearly stated that I am going as per the telecon and am expecting a confirmation mail from the team asap on the waiver of fine. I also added that I would be paying only actual rent as per the telecon. I paid the actual for December and January and forwarded the proof of transaction to them and demanded that I should not be disturbed more on this issue. They replied only to my second mail today saying they acknowledge today’s payment and are looking forward to the rest I owe them.
Below you would find all communications I had with team Docomo.
I have send the same through online complaint box also. Requesting your good self to kindly do the needful.
Warm regards