I had emailed reliance data card customer care email ID that i want to convert my Reliance Net connect+ number ********86 from postpaid to prepaid on 13 November 2013. I received an email confirmation on 13 November 2013 at 7:52 PM from Mr. Joginder Singh, Officer-Customer Care, Reliance Communications Limited where he has clearly mentioned that "The payment of Rs.363/- dated 12-11-2013 is updated and currently there is no outstanding amount in your account". Post this, another email sent by the same person on 14 Nov 2013 18:01 clearly states that my request would be processed in 5 days from the date of request. Which means the line rentals are applicable only till latest 18 Nov 2013.

I then called on 16 December as I had received another bill from Reliance which was paid by Auto Debit from my credit card. I called customer service and was informed that there was outstanding on my account hence my earlier request was not processed whereas I have a written confirmation from Reliance team that there is no outstanding (as per email dated 14 Nov). I was then told that they have again taken the request for conversion to prepaid and that there is no outstanding at the moment as the payment was made for current bill also (auto debit) and number will be converted within 2 days with service request number 213648127.

I then called on 2 Jan 2014 and to my surprise i was again told that the service request was not processed as there was outstanding on my account. I then asked for the account to be terminated and i was told it would be done in 5 days with service request number 214439951.

On the same day, i wrote another email clarifying all of the above and that i wanted to terminate this account and get the refund for excess money i paid. My account was supposed to be billed only till 18 Nov as per email dated 14 Nov and no line rentals to be applicable post that. The bill I received in December had line rentals till 8th December hence i made excess payment for the period 19 Nov to 8 Dec and Line rental for this period needs to be refunded to me.

I was called by Reliance team on 3rd January and i hear the same story that it was not terminated because I had outstanding and they have taken fresh request for termination and gave another service request number 214521566.

On 25th January 2014, I visited a reliance store in Andheri west and i was told that the account is still active and the Line rentals are still applicable and that they cannot do anything. I was shared an escalation email ID and asked to email them with details.

I emailed on this ID RCOMAppellateAuthority.Mumbai@relianceada.com on 27th Jan and received a revert on 3rd Feb stating that “without clearing outstanding amount, termination is not possible. Hence, we request you to clear the outstanding amount by visiting near Reliance Mobile Store. Once you clear the outstanding amount write us for termination”.

It is pretty clear from what I have clarified that I was not supposed to be billed from 18 November however they continued doing it and are still doing so. I have made excess payment and instead of refunding my money, I am being asked to pay more. This was a failure at their end and not mine.

I have all the emails and can share them for reference.