- Unauthorised Adding Of Services and Spurious Billing ^Open

venkata subramanian filed this complaint against Reliance Jio Fiber on Aug 22, 2024

I am a current customer of JioFiber Post paid service (Phone+ Broadband + STB) . My service connection details are as follows : Relationship Number : ***-*****XXX

I am on a monthly subscribed plan of Rs *** p.m. and I typically get a monthly bill amount of Rs. ***. But my August month bill amount was showing Rs **** . When i tried to reach out to Jiocare Customer Service, I faced a plethora of issues and non-compliance with your service team.

Key issues :
*. The myJio app which is supposed to be the first self-care solution doesnt have ANY OPTION TO REGISTER A COMPLAINT. I have tried the chat option, whatsapp option but there is no way one can register a complaint or generate a complaint ticket/docket/case number.
(see screen capture attached)

*. The voice call option (Through HelloJio ) has only canned responses and no option to register a complaint.

*. The phone option (****-***-****) once again has only preset choices and there is no way to register a complaint or speak to an agent.

*. I tried to contact through email and was informed that the extra amount was due to adding an annual Amazon Prime subscription.

*. I DID NOT ADD, MODIFY, REQUEST, OR APPROVE any additions to my OTT subscriptions. When the plan was originally setup, these were included free as part of the subscription. I did not receive any intimation from Jio ro Amazon Prime regarding any extension.

*. I had requested through email to cancel this membership and revise my bill amount. But they did not (Email conversation thread attached). The email support is a mix of random automated bot responses and different personnel names who never respond back.

I also tried your X/Twitter support. Once again, just hitting dead ends with just bot responses.

*. Frustrated with this kind of high handed support service, I had decided to switch to a different broadband vendor and wanted to CANCEL my JioFiber connection.

*. Once again the support team did not initiate any cancellation request. Infact they disconnected my existing service and only demanded payment of the full bill amount.

*. I have repeatedly tried to get a service ticket raised but they refuse to do so, thus my issue and conversations doesnt reflect in your system at all . THIS IS BLATANT VIOLATION OF BASIC CUSTOMER SERVICE PROTOCOLS AND PROCEDURES.

**. Finally, got a call from a HUMAN agent today demanding payment. I explained the entire issue but once again she was unable to close the issue or raise a ticket number ( Voice recording attached)

**. I wanted to escalate this to the ombudsman, and tried reaching the number given in your website. Once again it goes to a call centre number and they refuse to give the direct phone of your office and only communicate through emails. Strangely , even if i choose the option to Speak in English, it always goes only to Hindi !! This is utter disregard for people frm regional language zones to reach even the ombudsman. Even the appellate has not acknowledged my emails and only sending automated DONOTREPLY messages.


a. Revise my bill back to the normal monthly amount (Rs ***) as per my plan
b. Cancel my service connection and refund me all deposit/installation/equipment charges
c. Please improve your customer support process and methods to avoid such harassment and cancellations from other customers,
d. Compensation and reimbursement for the undue stress and inconvenieces caused

Attachments :

*. Original service invoice and details
*. Screenrecording of myJio Customer care options
*. Email support team conversations
*. Voice recording with call centre staff (in Tamil)

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