Post Paid Plans
If you have an issue with your post paid plan, you could be entitled to a refund. Use our free tool to raise an issue with the service provider.
Who is your issue with?
The user base for the post-paid plans is increasing massively in India. The price war among the plan providers has proved to be beneficial for the users. Unlimited benefits at limited prices. However, once the user invests in such a plan, the services provided afterwards are sometimes faltered. Thus this guide will provide you with the solutions in case you face any issues with the service provider. Also, it will brief you on your rights as a user of these postpaid plans.
How to complain to a postpaid plan service provider?
In case you face any issue, you must:
- Lodge a grievance with the service provider by simply contacting their Complaint Centre, through their toll-free Customer Care number floated on their website. You can also find it on (Telecom Regulatory Authority of India) TRAI’s website.
- Provide all relevant details viz what went wrong, when did it happen, etc. It is recommended to always provide at least two contact numbers in use. You can contact your mobile postpaid service provider through a call or an email sent via Resolver.
- A unique docket number, date and time of registration of complaint will be communicated to you via SMS.
- If the postpaid company does not respond to your issue, or if you receive an unsatisfactory response, then you should raise your case to the next level.
- You may contact Nodal Officer of the service provider-The contact details of a Nodal Officers will be available on the service provider’s web site.
- You may approach the Appellate Authority to redress the issue via Resolver.
- The appeal has to be made within 90 days of raising the issue at the customer care centre- after which a unique docket number shall be assigned to you within 3 days. The appellate authority should resolve your matter within 3 months from the date of filing the appeal.
How will Resolver help you?
Resolver knows the next steps to take to escalate your claim and will remind you what to do and when so that your voice is heard and expectedly your issue is addressed. Resolver will help you to submit your issue for free, with no adverts or hidden costs. Any complaint from Resolver is an official complaint, and thus the concerned postpaid plan providers are obliged to act upon it. Resolver acts as a link between you and the service provider you’re complaining to, making it simpler for you to get your complaint to the right place at the right time. Start by telling us the name of the company or service provider you have an issue with, raise a case and leave feedback afterwards.
How long will the customer care centre take to redress my complaint?
If your complaint is related to:
- Faults or disruption of service, then it has to be rectified within 3 days,
- All other complaints within 7 days.
How long will a Nodal Officer take to redress my complaint?
If your complaint relates to:
Fault or disruption or disconnection of service then it shall be redressed within 3 days from the date of lodging of the complaint.
Other types of complaints will be redressed within 10 days from the date of registration of the complaint.
What is the time limit within which my billing complaint will be resolved?
A billing complaint related to the post-paid connections has to be resolved within 30 days. Any credit, waiver or adjustment, arising out of such resolution of the complaint will be made to your account within 7 days of resolution of your complaint. If the issue is not resolved within the prescribed time, use Resolver to assist you.
Will I be charged for the provision of hard copy of the bill?
No charge will be levied on you if you request for receiving the hard copy of the bill. However, if you face an issue, use Resolver to solve it.
I made the payment but it was not accepted!
If you face problems during the payment process and they cannot be resolved at the time the issue arises, it is ideal to contact your bank or card provider and ask them to investigate on your behalf. This includes your debit/credit card being declined or overcharged.
If your credit card statement contains incorrect charges or charges for products and services you did not receive, then you should dispute these charges. Both Visa and MasterCard offer a zero-liability policy: you will not be liable if your card or card number is used without your authorisation, as long as you have complied with the Cardholder Agreement. Resolver can also assist you with redressing the issue.
Can I migrate from postpaid plan to pre-paid plan?
Yes, you can conveniently migrate without any additional migration cost and without a change in mobile number. If you face an issue use Resolver to help you.
I have made a request for termination of services, for how long do I have to wait?
Within 7 days your request for closure or termination of services shall be adhered to by the postpaid service provider. Beyond 7 days, no rental can be charged. Such termination of services is also not conditional upon the payment of pending dues. Additionally, the outstanding security deposits should be refunded within 2 months of termination of service. If there is any delay, beyond this, you are entitled to a 10 per cent rate of interest per annum, for the number of days refund is delayed.
- Make sure you know all the terms and conditions before investing in a plan.
- In case of an issue, contact the customer care department of your service provider.
- You may escalate the matter with Nodal Officer and thereafter with the Appellate Authority.
- Resolver can also assist you with the redressal process from start to finish.
You can raise issues with 7 companies in Post Paid Plans services
Key companies include: