Complain for Misguidance from Docomo customer care
Complain ID : CCN020942 26 Complaint's Reply
Complaint Forum
Complaint Date: July 6, 2016
Modified date: July 6, 2016
I am writing this mail as I was totally miffed with the way the Docomo customer care dealt my complaint.
I had taken a core balance pack which had Rs. 172 as balance. On 23rd June, 2016, I got a message stating that my core balance would get expired on 24th June.
Subsequently, I called Docomo customer care to have more clarity on it. I was informed that my pack would get expired on 24th June and that if I want to retain the balance, I need to recharge again with core balance mode, which, the customer care officer said that I can do it online.
Having taken that advice for granted, I planned to do the core balance recharge on 24th June. But when I searched the Docomo site for doing the recharge, I was unable to find that option.
Consequently, I dialled Docomo customer care on 24th June and asked how to recharge my core balance. That was when that custome care officer said that there is no such option to extend validity of core balance by recharging. I said that I had got this advice from Docomo customer care when I called them the previous day.
When I insisted, the customer care executive forwarded my call to a supervisor. He too reiterated that my offer cannot be extended by recharging. I told him that I was informed and adviced wrongly the previous day.
He said that he would hear the recording of the call and would revert with a solution.
I happily hung up the call hoping to find a resolution.
But, even this officer acted unprofessionally by not calling me back. Eventually, I ended up losing Rs. 172.
In this regard, I need to ring forth two points.
One is that I was advised wrongly that I would get my offer extended if I did the same recharge again. If I had got the correct information, I would have made adequate arrangements to finish my balance before it gets lapsed.
Second is the unprofessional action by your supervisor who assured me a callback within half an hour after hearing the of the call I had with the customer care the previous day. I waited for his callback, which never came.
At the end of the day, I lost my balance just because of the unprofessional dealing of your executives. I need a proper resolution for my grievance.
Hope you would take adequate steps in this direction.
I had taken a core balance pack which had Rs. 172 as balance. On 23rd June, 2016, I got a message stating that my core balance would get expired on 24th June.
Subsequently, I called Docomo customer care to have more clarity on it. I was informed that my pack would get expired on 24th June and that if I want to retain the balance, I need to recharge again with core balance mode, which, the customer care officer said that I can do it online.
Having taken that advice for granted, I planned to do the core balance recharge on 24th June. But when I searched the Docomo site for doing the recharge, I was unable to find that option.
Consequently, I dialled Docomo customer care on 24th June and asked how to recharge my core balance. That was when that custome care officer said that there is no such option to extend validity of core balance by recharging. I said that I had got this advice from Docomo customer care when I called them the previous day.
When I insisted, the customer care executive forwarded my call to a supervisor. He too reiterated that my offer cannot be extended by recharging. I told him that I was informed and adviced wrongly the previous day.
He said that he would hear the recording of the call and would revert with a solution.
I happily hung up the call hoping to find a resolution.
But, even this officer acted unprofessionally by not calling me back. Eventually, I ended up losing Rs. 172.
In this regard, I need to ring forth two points.
One is that I was advised wrongly that I would get my offer extended if I did the same recharge again. If I had got the correct information, I would have made adequate arrangements to finish my balance before it gets lapsed.
Second is the unprofessional action by your supervisor who assured me a callback within half an hour after hearing the of the call I had with the customer care the previous day. I waited for his callback, which never came.
At the end of the day, I lost my balance just because of the unprofessional dealing of your executives. I need a proper resolution for my grievance.
Hope you would take adequate steps in this direction.
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Complaints
Complaint 241409.4.2016 resolved by Jithin Joseph:
(5 of 5)
Hi
My complaint 241409.4.2016 has been resolved and TATA Docomo was magnanimous enough to refund my balance. So, please close my complaint.
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