ABPweddings - Inadequate service from ABPweddings

Hello All,
I am writing this letter to you to lodge a complaint against the matrimony service ABPweddings. I had registered on their matrimony website free of charge initially. Soon they started calling me on my registered mobile number seeking for money in lieu of the services offered by them. The call came on my cell phone made by one of their sales representatives (Bishakha) narrating a story that a one of their customers (prospective groom) was interested in my profile and would like to connect with us(me and my family) for matrimony purpose. So I had mentioned that if they are paid members they should be able to view my number and connect with us if they wished. So Bishakha mentioned that my profile was not verified and that getting the same verified with an ID proof was very much mandatory before they proceed further with my profile. She also mentioned since I am a working professional and due to lack of time to search through their website for profiles as per my choice, they do have assisted service in which a relationship manager would be assigned to me who would send me *-* profiles per week based on my search criteria. They convinced me in a very curated manner saying that they have loads of profile which match my criteria (as I was discussing over the telephonic call with the saleswoman Bishakha). She had initially introduced her as a relationship manager with ABPweddings and said she would further handle the profile if I take assisted services and would also provide the contact details of the prospective groom (about whom she had initially mentioned) once my profile was verified after submission of ID proof. So, I had purchased initially * months of assisted service from them at the cost Eleven Thousand only (*****.**) Bishakha had also mentioned that once the payment was done and ID was verified, she would send me the pictures of the prospect over watsapp and the discussion ended there. Later that evening her manager had called me asking me to extend the service for *+* more month of which the last month was free of charge and if I purchase from them that day itself the discount provided and the * month free of charge extension was applicable only for that day. So I agreed to the same and paid the amount that evening which was Five Thousand only (****.**). Post the payment and verification of photo ID, there was no further communication from Bishakha’s end regarding the prospect. After repeated follow ups she had send the picture of a prospect over watsapp with no mobile number to contact with neither any profile number. When I had a work with Bishakha, she mentioned that another relationship manager would be assigned to me since she was preoccupied with other profiles. Subsequently a relationship manager named Arpita was assigned to me and when verifying with her, we found that no such prospect has actually shown any interest on my profile and to our knowledge that entire story was completely fake and was just a sales tactics to get paid customers. While we kept this issue in mind, we thought of proceeding with ABPweddings other profiles. So the first call made by the Arpita is a welcome call in which they discuss the preferences (search/match criteria) of their paid members. So whatever criteria I had mentioned they were noting down. One of their search criteria is withdrawn salary of the groom and when seeking for the same, I had mentioned a range of **lpa and above. So she immediately said that the type of search criteria I had mentioned was their premium members category and that would cost an additional few thousands. Else she would not be able to provide the the desired prospects if that extra buck was not paid since she needed more resources to provide the desired propects. She had mentioned * plans of which I had opted for the highest plan which included profiles from bharatmatrimony, desired profiles of members from abpweddings, and profiles from ghatak, and * sets colour display paper advertisement which would be given in anadabazar patrika and telegraph. Each paper advertisement will appear in paper columns * simultaneously weeks a total of * advertisements, assisted service and sending *-* profiles per week as per my match criteria was also a part of this entire package. This extra charge (Elite premium exclusive) was around Twenty Three Thousand and Six Hundred only (*****.**) and the total package costed me with ABPweddings around Thirty Nine Thousand and Six Hundred only (*****.**). Initially the relationship manager Arpita was sending me profiles just from ABPweddings and we were falling short of shortlisting prospects since she was sending just *-* profiles per week and most of them did not even match my eligibility criteria. So we insisted to send outside data that we had purchased (data from bharatmatrimony and from ghatak). Still, she was sending profiles from ABPweddings data only giving us the story that she had called the prospects bharatmatrimony and made them register with ABPweddings and then only forwarded the mail to us. We were not convinced at this and still insisted on bharatmatrimony profiles directly which she eventually did. We selected a few members and did send the response to her to contact the prospects on an immediate basis. To which she agreed. But she never used to comeback with any feedback regarding the responses from the prospect’s end excepting one or two profiles. This was going on for more than * months and we were worried and was skeptic that how is it possible that even a single profile is not giving and feedback or is not even interested over a timespan of over *-* months. This was a repeated cycle. We finally sought for the feedback form from the relationship manager Arpita, who mailed us the same with just the profile numbers from abpweddings (without any name or contact number) and names of prospects from bharatmatrimony with only few contact numbers. Going through the list I have found that there were profiles that I had selected as sent to me and asked the relationship manager to contact the prospect and update regarding the status, these selected profiles were marked as member not accepted and no phone calls were made to them subsequently there were no updates as a natural outcome. Whenever we sought for an update from the relationship manager, she used to give the feedback that she had contacted them, forwarded my profile to them for viewing and made feedback calls to them and that the prospects always replied that they needed more time to revert. She never used to call us to communicate any feedback, moreover she used to express dislike over our follow-up calls. During the latter half of her association with us she never used to pick up our calls. Only if we messaged her to give us a call back immediately, she used to callback at some point in time. However, in the feedback form, those prospects I had expressed interest for were marked as member not accepted even though I had communicated my interest for proceeding to Arpita. I took the matter up with her manager based on her lack of performance and lack of customer service attitude. Her manager immediately changed the relationship manager based on our complaint and replaced her with Rima Ghosh the next relationship manager. After a welcome calls with Rima and discussing the search criteria with her, she was no better than Arpita, even infact worst. Rima used to send profiles in which the propect’s search criteria clearly do not match with us in terms of caste and they have clearly mentioned that only prospective brides within their caste shall strictly contact them. I had pointed this matter out to Rima based on the logic that how can that even fall within *-* profiles when the prospects choice do not match with mine? She replied that looking into the profiles before mailing them and what the prospects criteria is regrding their preference and if they match with mine is not their scope. She also used to send repeat profiles which Arpita had already send previously. She also mentioned that based on my search criteria it would be difficult for her to send profiles as they do not have adequate profiles which match my criteria. This is a complete contrast to what Bishakha (the saleswoman had mentioned, that they had a lot of profiles as per the criteria that I had conveyed to them). They did not even share the contacts of the prospects of those I had selected from bharatmatrimony giving the reason that was not their policy to share contact numbers. It was only the relationship manager who can contact the prospects from outside data and only if the prospect agrees, only then the number will be shared with us. This was not the condition when I had purchased the package of outside data. Based on the my previous experience and on the degraded quality of customer service I had asked them to discontinue the assisted service and requested them to refund the money which I had paid them since neither do they have adequate profiles not were their relationship managers capable of handling my profile and in addition to the same, we were not able to trust the relationship managers if they were contacting the prospective grooms based on the previous experience. Maximum profiles that they had sent over this *-* month period were not according to my search criteria. Looking at their inadequate service I had asked them to refund the amount that I had invested to purchase their service. Even after discontinuing services from the **th of July, I had requested them that if they cannot refund my money they should restart the entire tenure with a proper relationship manager, to which they did not agree and expressed the desire to convert the plan to some unassisted plan with some paper advertisement and refused to refund the amount as it was not a part of their policy. It was a bitter experience having associated with ABPweddings and their degraded service. After several follow-ups, neither have they refunded my money nor have I got any valuable response from their end on this issue from **th of July till date. I request your goodselves to kindly look into the matter immediately for a possible resolution of the same.

Thanks & Regards,