Submitted by: Saurav Suman
Complaint Details:
Last year in I bought a Till-U-Marry plan from Sonarmatrimony wing of community matrimony on 18-April-2015 (12 months plan). The plan was worth Rs8999 and I was promised that I need to pay Rs999 to renew the plan next year. I was also promised that I’ll get 2 add ons with the plans. I (Astro match & profile highlighter). I called them during Diwali and asked for add ons and they completely refused to give any add ons. Just a week before (11-April-2015) the plan was about to expire I called them again to get it renewed then they said you can do it within 30 days you have time. I called after 30 days and then they said it is not Rs999 I need to pay Rs5999 to renew. For a month I kept trying to make them understand and they never listened. Instead they were disrespectful and started playing with me. I would get calls and was told you ha 12 matches on your profile please renew it as soon as possible.
Issues:
– I was never sent a bill/Invoice/payslip after my purchase
– I spoke to someone from Hyderabad head office yesterday and he said last year we promised some customers to get renewal at Rs999 and the executive should have sent an email regarding what was promised. I never received any email to confirm what will be the renewal price & add ons.
– They always say the person who said this is not with us anymore. There should be some shame. As an organization you should be responsible for what is said by any employee of yours.
Expectation:
– I want to reopen the case and let me know why was i not given the bill. Why I never got the ad ons. If it was promised why can it not be renewed in Rs999. I want to get the plan renewed in Rs999. It is now delayed because of their mistake so don’t tell the time is passed. It was your mistake. Forward all the emails with bills promises made as they say now that for sure it would be sent.
I have identified why it happens. This organization has a thrid class contact center which doesn’t store any information about the customer from previous discussion and whoever picks up the call has no idea what is going on with the customer