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Interesting case :

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January 2015 :
Sector : Real Estate
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Complaint no: 567312

Mr. Jha had purchased a Flat from a private builder in Noida, Uttar Pradesh at the cost of Rs. 49 lacs. Builder has promised him that all the basic and modern amenities such as CCTV Camera, Club facility, Green building, good quality of water with 3 tier security will be provided in this project. Builder gave the possession of the flat around 2 years back but did not provide basic and common facility which also includes 3 tier security having CCTV camera coverage for each floor. Consumer has taken the possession from builder on time. Mr. Jha kept complaining to the builder after possession of the flat for non installation of CCTV camera and other common and basic amenities as promised at the time of agreement, but builder keep assuring him that he will do the needful and he need not to worry. On 20th Sept 2014, consumer left his home with his flat duly locked. But on his return, he found that his flat has been burgled and theft of Rs. 85000 and Jewelry worth Rs. 1 Lac had taken place. The consumer complained that had CCTV cameras been installed, it would have been a deterrent and the theft would not have been taken place. Also CCTV would have ensured that no unwanted person would have entered the building.

Why is it Interesting-

This case seems to be interesting as the basic complaint is against the builder for not providing basics amenities which includes common amenities such as garden, club facility and CCTV surveillance of the premises. The consumer time and again verbally reminded the builder for these but the same was not taken seriously by the builder. This case reflect the progressive consumer mindset who not only wants a quality flat but is also concerned about its security which is promised by builders widely when advertising their project and giving assurance to customers of a fully equipped and secured house.

NCH Advice

As the consumer had only verbally informed the builder, he was advised to send a written complaint to the builder stating all facts and concerns.
September 2014 :
Sector : Airlines
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Complaint no: 533824

The Complainant had booked a return flight from Aurangabad to New Delhi on SpiceJet three months earlier for travel on 11.09.2014 with PNR F6D8QM but she received a SMS from Spicejet on 09.09.2014 in evening regarding cancellation of the flight. The complainant tried calling SpiceJet Customer Care mentioned in SMS for an alternate flight. She spoke to one employee of Spice jet on phone who informed her that an alternate flight is not available for the same day, but later he told they are trying to arrange an alternate flight on 12th Sep 2014. However, the same was also not confirmed by him. As she did not receive any intimation from the airlines regarding any alternate flight, she booked another flight from Mumbai to New Delhi and paid Rs. 10,000 for the same. Her complaint is that she was not informed about any alternate flight which the airlines had arranged. She had written a mail to Spice jet on 09.09.2014 regarding the same issue; however they have replied after a long time that they had already booked an alternate flight on 12.09.2014.. As the same was not confirmed to her, she had no option but to book another flight.

Why is it Interesting-

This case seems to be interesting as it shows miscommunication & deficiency in services from the airlines. They informed the consumer very casually by message that her flight has been cancelled but she was not informed that an alternate flight has been arranged for her in lieu of the cancelled flight. The complainant was not informed of this & when she asked for the refund Spicejet said that the same is not applicable as it was case of ‘no show’ on the alternate flight. Due to this, consumer faced financial loss. As per DGCA rules, Airlines are required to refund the ticket value in case consumer is not willing to travel on its alternate or subsequent flight, or on another airline’s flight.

NCH Advice

The consumer was advised to complain to the Sugam Portal of Director General of Civil Aviation (DGCA) for resolution.
December 2013 :
Sector : Medical Negligence
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Complaint no: 502698

A complainant from Rewa, Madhya Pradesh reported her complaint against Guru Kripa Nursing Home which she visited in May 2012, as she was pregnant and had started bleeding. The doctoer at the Nursing Home advised her to abort her child as it was a miscarriage and charged her Rs. 3,000 for the same and also prescribed medicine for a month. But she was not keeping well and her condition was not stable. She consulted a doctor in another Nursing home located in Varanasi. Doctor informed that the abortion has not been done and her uterus may blast due to infection and suggested immediate operation which cost her Rs. 70, 000. Also due to this, she is not able to conceive in future. She made complaint in Lok Sunwai branch of Local Police (MP) but no action has been taken so far.

Why is it Interesting-

This case is an example of sheer negligence and wrongful practices of Doctor.
Sector : Telecom
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Complaint no: 502739

The Complainant was using Vodafone prepaid number for 4 years . 18 months back he ported his number from Vodafone to Airtel connection no. 9628797410. Thereafter, Airtel disconnected his number without any information on 16/11/2013. He made a complaint to the company’s customer care who informed him that the number is not registered with Airtel. He has been using this number for last 1 and a half year but company told they have no records.

Why is it Interesting-

Lately there are too many complaints against all Telecom operators that disconnection without any valid reason are effected for pre-paid consumers even after continuous usage of the connection by the consumer. At every step subscribers face hurdles namely- 1. Suddenly they lose connectivity, so no communication. 2. Registering complaints with customer care is almost impossible as he is not recognized as a subscriber. 3. For a pre-paid customer it is almost impossible to prove that he is a subscriber for the given service provider. 4. Subscriber is left with no recourse to complain. This complaint highlights rather dubious ways of the service providers
November 2013 :
Sector : Banking
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Complaint no: 502374

A Consumer complained against Gramin Bank, Jalandhar Road, Punjab. The complainant has one FD with the bank amounting to Rs. 1.5 lacs and the FD matured on 4th Nov. 2013. She is having some dispute with her in-laws due to which the bank has blocked the FD under influence of her in-laws. She wants to know what to do as, when she complained to the bank, the bank orally communicated to her to settle the problem with her in-laws.

Why is it Interesting-

This case in Interesting as it shows the Influence of outsiders on her bank operations. As a customer of the Bank she is supposed to get the support of the Bank but the bank has blocked her FD. The decision as to the ownership of the money lying with the Bank solely rests with the depositor/family. The family dispute may not relate to the FD in question & the Bank should reserve its right in handing over the FD to the depositor if the Bank feels that the ownership of the asset is clear.
Sector : Insurance
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Complaint no: 501982

The complainant’s parents have a health insurance policy from Reliance General Insurance from 23/11/2011 till 23/11/2012, Policy no. 1501712811000152. For renewing the policy on 23/11/2012 till 22.11.2013, a cheque of Rs. 4162 was submitted with the branch office which was also cleared by Company but the policy documents were not delivered to him so he made a complaint with Customer Care and in response, a soft copy of his policy documents were sent to him, Renewal policy no. 150173281100008. In year 2013, for the third renewal when he contacted the company, he came to know that the policy was already cancelled by the company and the cheque of Rs. 4160.69 also reportedly sent to him on 12th Nov. 2013. He then lodged complaint with customer care and branch office but no help was provided.

Why is it Interesting-

This case is an example of wrong and unethical practices of Insurance Company. Insuranc company firstly defaulted in issuing the Policy Bond, then after one year of the policy, they cancelled his policy unnecessarily. He wanted to continue the existing policy by renewing the same. On the one hand they told him that his policy was cancelled by the Company long back but on the other hand they have not informed him even once.
September 2013 :
Sector : Airlines
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Complaint no: 485825

The Complaint is against Go Airways. The complainant has booked 52 confirmed tickets in January 2013 in Go air at a cost of Rs.5,72,000/- to travel to Port Blair on 9th Oct. 2013. His Flight No was G-8-101 Dep - 08-55AM and arrival at PB at 11-10 AM . On 28th February ‘2013, he received a message from Go Air that Flight to Andaman from Kolkatta on 9th Oct .2013 has been cancelled (8 months before) . He requested the airlines to provide him some alternate flight or as on alternate day. But the airline flatly rejected any of his requests. After a few days he was surprised while he was verifying the airlines website he found that the airlines has re-starts booking for same schedule on 9th Oct, which was supposedly s done previously which was cancelled by them.

Why is it Interesting-

It is interesting because Airlines are playing foul by booking seats 10 months before the schedule flight at a reduced price and after two months later they are announcing the cancellation of that flight and refunding the passengers’ money with less PSA value etc. In the month of August 2013, he found that the same flight was reinstated from the October 2013 having same schedule as before but with higher cost of tickets. This game plan provided two fold gain to the airline (i) Airlines have gained out of accumulated money collected as fare and (ii) higher value of fare, after reinstatement of the flight.
Sector : Banking
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Complaint no: 492386

A Consumer has a Fixed Deposit on her daughter’s name for Rs. 10,000/- in the year 2000 for 5 years in bank of Baroda .At the time of maturity, her daughter was a minor and her mother expired so bank told that once she attain the age of major i.e. 18 years she can withdraw this amount. Now in 2013, when she approached the bank to withdraw the amount, Bank is giving maturity amount as on 2005 and told that for the rest of the period from 2005 to 2013 no interest will be given. She has been given Rs 16390 only but she has not accepted this amount.

Why is it Interesting-

This complaint is interesting as the bank has kept the money for almost 8 years after the maturity of Fixed Deposit. Hence money beyond maturity date and lying with the bank will have to be paid simple interest atleast.
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August 2013 :
Sector : Insurance
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Complaint no: 483855

Complaint lodged by consumer of behalf of his two uncles – Mr. Om Prakash Bansal who is s blind since 1974 and Mr. Giri Lal Bansal who is mentally retarded since birth. HIs complaint is that Max New York Life has issued policy to both of them on 8/7/2009 through an agent and on policy papers no where it was mentioned that the policy holder is blind and another one is mentally retarded. The insurer paid RS 24990 for each policy. When one of their relatives got know this he complained to the company. The admitted the mistake and told to send the documents back to the company to process the refund. He sent the documents back to the company in September 2009. Now company stating that as the lock in period has been lapsed hence they will not entitle to get refund of the amount paid.

Why is it Interesting-

This case is interesting because agent sold the policy to a person who is mentally retarded from birth and one person who is blind from 1974. Also the policy does not reflect anywhere that the policy holder is physically challenged. On behalf of both, one of their relative informed the company and they admitted the mistake and told him to send the documents back to company and he will get the refund of the money paid. After sending documents, company told that as the policy has been lapsed they cant do anything in this. According to IRDA, Physically challenged person cannot be covered under the policy and the person who is blind how the agent showed him offer documents. A Contract of Insurance with blind person is a perfect contract but a contract with a person of unsound mind is void ab initio (from the beginning) as only persons of sound mind & judgment can enter into contract for any consideration or for services sought or rendered.

Convergence: NCH took up this complaint with Max Life Insurance under “Convergence”. Company has cancelled both the policies and has dispatched the refund cheques.
Sector : DTH/ Cable
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Complaint no: 483787

Consumer has Airtel D2H connection, customer id is 3007635475. His complaint is that a movie has been booked on his account and when complained it has been told that it has been done by mistake. So he had to recharge his account again but after recharge he found that again 3 movies have been booked in his account and balance got deducted. When he called customer care, he has been told that movies have been booked from his mobile no. but actually he has not booked any movie.

Why is it Interesting-

There are frequent such complaints where amounts are deducted by DTH operators for services which has never been requested by the consumer. This case also highlights the same unfair practice being followed by the DTH operators something similar to VAS by telecom operators. Secondly no DTH operator provides the copy of registration form to the consumer at the time of taking connection and consumers’ needs to be very careful in verifying all the entries before accepting the connection.
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July 2013 :
Sector : Legal Metrology
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Complaint no: 477789

A Mumbai based consumer purchased one pair of shoes from the dealer of a well known brand after going through its advertisement of 50% off. Consumer paid Rs.1345/- for purchase. After purchase he came to know that it has two price tag, one printed MRP Rs.1345/- and another sicker of Rs.2690/-. On complaining by E-mail, dealer gave reply that discount is included in MRP, if not satisfied than come to show room and take refund from us.

Why is it Interesting-

•  Attracting consumers by misleading advertisement of 50% discount.
•  Putting another sticker, double of actual MRP which is illegal.
•  Wrong excuse that discount is included in MRP.

Discount should be on MRP and as per the Legal Metrology (Packaged Commodities) Rules, 2011: “No wholesale dealer or retail dealer or other person shall obliterate, smudge or alter the retail sale price, indicated by manufacturer or the packer or the importer, as the case may be, on the package or on the label affixed thereto.”
Sector : Banking
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Complaint no: 475526

Consumer had opened a locker in August 2011 in joint name of his and his wife in State bank of Mysore and had kept gold valuables worth Rs.6 Lakhs. Due to some differences his wife divorced and left the house in Dec 2012 taking the locker key. On Feb 2013 she wrote a mail stating she will take divorce from him, and denied giving him the locker key. He approached the Branch manager at the end of Feb 2013 and explained to him the dispute and tried to give a written letter requesting not to allow his wife to operate till the case id decided. But the Branch manager Mr. Derick rejected the letter stating that the letter should be given jointly. Later, on 27th March 2013 his wife went to the bank alone and opened the locker cleared its contents and gave a closure letter to the Branch Manager without his consent and the Branch Manager closed it in his absence and without his consent. How did he allow operating and closing the joint locker without his consent and in his absence by taking a letter from his wife (being joint account holder) in spite of knowing about the dispute? He had sent the written complaint to the Branch Manager, Nodal Officer & the Banking Ombudsman but there is no response.

Why is it Interesting-

This case seems to be interesting as it shows the partial & inefficient working of the Bank Manager, here, the consumer went to the bank with an application for not allowing his wife to operate their joint locker as there was some family dispute, but the bank manager denied to accept that letter stating that he needs the consent of both the parties, but on the other hand when the consumer’s wife visited the bank & emptied the locker & submitted the closure application of the locker to the manager he accepted the same, at that time she was not asked for the Consent of the consumer for closure. This is evidently a case of deficiency of service by the Bank.
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June 2013 :
Sector : Airlines
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Complaint no: 466314

The passenger boarded on 29.5.2013 at New Delhi airport for journey to Bangkok aon Indigo airlines. The passenger was detained at Bangkok airport for 4 hrs. for investigation and then released, The passport was not stamped. But when he reached the hotel, they asked him to show his passport and they have made a police complaint due to non-stamping. Police kept him in lockup for 2 days . This complaint is against the Delhi Airport authority on Security duty / or Indigo official at airport duty as due to their mistake Complainant faced a lot of problems. One of his relative has to go to Bangkok to help him and spend Rs. 23000/- on up & down passenger fare.

Why is it Interesting-

It is an interesting case as due to serious mistake of Delhi Airport , passenger has suffered a lot The complainant faced a lot of harassment faced at the hands of Immigration officers at the Bangkok Airport due to negligence of Delhi airport officials or counter staff of Indigo Airlines who forgot to stamp his passport or Boarding pass he was carrying .
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May 2013 :
Sector : Real Estate
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Complaint no: 461735

Complainant purchased a flat in 1993 from a Govt authority and map was also passed in 1993 and he is living in this flat and he converted his house from lease hold to freehold in 1996 but Now Govt authority has gave an advertisement in newspaper for its auction and asked general public to visit the said flat. Due to this he was unnecessary bothered by visitors He sent the legal notice to that Govt authority in Feb. 2013 and demanding the compensation for this harassment.


Why is it Interesting-

Complainant is having all the legal documents of the flat with regard to its ownership and Govt Authority has no records. Due to mismanagement and carelessness, Authority has issued a notice for its auction and asked general public to visit the flat.

This case reflects sheer negligence and careless attitude prevailing in Government offices. Owner is living in the flat since last twenty years and got registered with competent authority and Authority is issuing notice for its auction. Authority has done the blunder and consumer is suffering. The consumer is unnecessary harassed by the visitors
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April 2013 :
Sector : Telecom
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Complaint no: 453684

The complainant is using ABC Company's post paid connection for the last six years. The consumer's complaint is that he was facing network problem. He sent a request to port his mobile number from ABC Company (postpaid) to XYZ company (postpaid) on 7/4/2013 but on 12/4/2013 the consumer got an SMS from ABC Company that they have rejected his request. On enquiring with ABC company's customer care & relation- ship manager, he was informed that he had signed a contract with ABC Company that he would not port his number to any other network. Hence he was not allowed to port. Further, the relationship manager told him that every consumer of ABC Company has signed such a contract.


Why is it Interesting-

• As per TRAI's rule, any consumer can port his number in any network subject to the guidelines prescribed by TRAI. Service provider cannot refuse his request if he has no dues.
• Secondly, no service provider can forcibly impose the term of non porting of connection on any consumer. This is not only a violation of TRAI guidelines on MNP but is also a “Restrictive Trade Practice” and is absolutely unethical on the part of telecom companies engaging in such practices.
• This complaint highlights 3 issues in consumer harassment namely-

1. Mis-selling.
2. Here, it is either deliberately wrong information is given to the consumer, or
3. The company now wants to hold on to its customer by any means, fair or foul.
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Sector : Real Estate
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Complaint no: 451570

A Complainant purchased a plot from a real estate builder in 2007. The complainant had paid Rs. 8 Lakhs (approx.) as the total amount. He was supposed to get the possession in 2009 but the builder was unable to develop the plot. Later the builder transferred the amount in some other project and promised the consumer that he would get a flat with a commitment of it's possession by 11/11/2011. The cost of the flat was Rs. 30 Lakhs, he subsequently paid Rs. 7 Lakhs more to the builder but he did not fulfill the promise of giving the consumer it's possession. Later Complainant came to know that the builder cheated him and sold the flat to some other customer without his consent. When questioned, the builder didn’t respond properly and promised to give the consumer another flat and it's possession after 2 years. But later cancelled the flat and stated to refund the amount to the consumer after deducting 20% from the amount given. The complainant's complaint is that after investing money for six years, he neither got the flat nor the money he was entitled to. He had sent many emails to the builder but there was no satisfactory response from the builder's end. The consumer sent a notice by email on 16/4/2013 but he received the reply that in 2011 the consumer had given an email to cancel the flat but complainant clarified that he had sent the email to either give the flat or refund his amount as per market value. The consumer asked the builder for the copy of the email in which he had mentioned about cancellation of the flat for which he didn’t get a reply from the builder.


Why is it Interesting-

• The Builder grabs the money from the purchaser, enjoys and utilizes their money but does not hand over the flat, on one pretext or the other. The builder has made the consumer to compromise so much during the last six years that the consumer ends up neither having the flat nor the money entitled.

• Secondly, the builder wants to refund only after deducting 20% of the paid amount and that too without any interest, to the consumer.

• With the help of case No. Revision Petition NO.355 OF 2013 of National Commission, decided on 26th April 2013, consumer can get relief in his case.
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March 2013 :
Sector : Tours & Travels
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Complaint no: 448299
Complaint against: Tours & Travel Company

Consumer booked a tour package of 7 Days & 6 Nights through a tour & travels company on its website. The period of travel was from 8/12/2012 to 14/12/2012 from Nagpur (Maharashtra) to Cochin (Kerala) by Air & return date was 14/12/2012 from another airlines. Total amount paid by consumer is Rs. 62000/- for full package (including Rs. 19000/- (approximately for air tickets) to the travel company. As complete package including Air Tickets was booked by the travel company, but on 8/12/2012 the travel company informed him that departure flight is cancelled. They had to book another flight with the same airlines on 9/12/2012. The Consumer availed the whole package. However as the booking was on 9th Dec, 2012 instead of 8th Dec 2012 he lost one day's stay at Nagpur , he had paid Rs. 6000/- for a 2 days stay at Nagpur of which he was able to avail only one day stay. He has made a telephonic complaint to the tour company 15 days back for refunding him Rs. 3000/- as the prorata change of 1 day stay for rescheduling the onward flight journey for which the company refused to refund.


Why is it Interesting-

  • The consumer had paid the full amount of Rs 62000/- to the travel company. The change /reschedule was done by the tour company.
  • The company is liable to refund the amount, as all changes were initiated by the travel company, hence they are responsible to refund the difference payable on account of one day's loss of stay at Nagpur.
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    March 2013 :
    Sector : Tours & Travels
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    Complaint no: 448299
    Complaint against: Tours & Travel Company

    Consumer booked a tour package of 7 Days & 6 Nights through a tour & travels company on its website. The period of travel was from 8/12/2012 to 14/12/2012 from Nagpur (Maharashtra) to Cochin (Kerala) by Air & return date was 14/12/2012 from another airlines. Total amount paid by consumer is Rs. 62000/- for full package (including Rs. 19000/- (approximately for air tickets) to the travel company. As complete package including Air Tickets was booked by the travel company, but on 8/12/2012 the travel company informed him that departure flight is cancelled. They had to book another flight with the same airlines on 9/12/2012. The Consumer availed the whole package. However as the booking was on 9th Dec, 2012 instead of 8th Dec 2012 he lost one day's stay at Nagpur , he had paid Rs. 6000/- for a 2 days stay at Nagpur of which he was able to avail only one day stay. He has made a telephonic complaint to the tour company 15 days back for refunding him Rs. 3000/- as the prorata change of 1 day stay for rescheduling the onward flight journey for which the company refused to refund.


    Why is it Interesting-

  • The consumer had paid the full amount of Rs 62000/- to the travel company. The change /reschedule was done by the tour company.
  • The company is liable to refund the amount, as all changes were initiated by the travel company, hence they are responsible to refund the difference payable on account of one day's loss of stay at Nagpur.
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    February 2013 :
    Sector : Legal Metrology (Weights & Measures)
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    Complaint no: 441384
    Complaint against: Retail Store

    The Consumer purchased packed bread along with other items from a Retail Store in New Delhi. Maximum Retail Price (MRP) mentioned on the packet was Rs. 25/- (Inclusive of all taxes) but the store charged Rs. 28/-. Cash Receipt provided by the Retail Store provided details of Rs. 28/- as follows:

    Price               : Rs. 24.89
    Tax (12.5%) : Rs. 3.11 
                        -------------
    Total           : Rs. 28.00
                        -------------

    Why is it Interesting-

  • As per The Legal Metrology (Packaged Commodities) Rules, 2011-“ No retail dealer or any other person including manufacturer, packer, importer and wholesale dealer shall make any sale of any commodity in packed form at a price exceeding the retail sale price thereof.” i.e. no over charging on MRP.
  • As per above rules offender shall be punished with fine of two thousand rupees. 
  • The Retail Store adopted an illegal and non consumer friendly practice.
  • Sector : Telecom
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    Complaint no: 437497
    Complaint against: Telecom Service Provider

    The Complainant is using a prepaid mobile connection for the last ten years. His complaint is that his connection was disconnected on 8/2/2013 without any intimation. He had received a call from the customer care two days earlier informing him that as he had been using the number for the last ten years, they had to renew the number and he should follow the instructions given to renew the same. But later he came to know that the company gave his number to someone else and that person had ported his number to another telecom service provider. The complainant claims that he received calls from the company saying that if he wanted the number back, he could purchase the same number. 

    Why is it Interesting-
    This complaint highlights 3 issues in consumer frauds namely-
    1. Wrongful disconnection.
    2. Profiteering by the service provider at the cost of the subscriber, and
    3. Fraudulent transfer/porting of no.
    January 2013 :
    Sector : Tour & Travel
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    Sector: Insurance
    Complaint no: 432351
    Consumer’s Name: Mrs. Shobha, New Delhi
    Complaint against: M/S. Country Club & Resort Pvt. Ltd.

    Mrs. Shobha from Kamla Nehru college, New Delhi has complained against M/S. Country Club & Resort Pvt. Ltd. and narrated her experience she faced with this club . She was invited by the company to a function and lured to avail CC membership for an initial payment of Rs. 80,000/- and balance on EMI offering a bunch of lucrative holiday packages and free offers to use club amenities like Gym, swimming pool , spa, games etc. Her experience was that whenever she wanted to join in any activity , she was asked to pay an extra amount of Rs. 1000/- because her entitlement to join these types of activities were barred and not permissible as per code of conduct & Terms & Conditions of the company . She was given a false promise as the club amenities were supposed to be free as per their promise, besides she had paid a lump sum of money to be eligible for availing these facilities for free. She now wants to get out from the shackles of wrong promises made by the company and sought advice from NCH. She also wants the money paid to be refunded.
    Sector : DTH/ Cable
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    Sector: Food Safety
    Complaint no: 433229
    Consumer’s Name: MMr. Sonu, Rohtak, Haryana
    Complaint against: Videocon D2H

    He is using broadcast connection from Videocon DTH, the customer ID No. is-38149380. He recharged his DTH connection with Rs. 9800 on 16/1/2013. As per company’s scheme, recharge will be valid for one year and additional fifty free days will be provided. As per consumer’s calculation from date of recharge it will be valid till 23/3/2014. He has written proof of the same but suddenly he received an sms from the company in which they had mentioned that the recharge is valid till 31/1/2014- because company has increased the price on 18/1/2012.

    Why is it Interesting-
    This complaint highlights two issues with respect to consumer harassment namely-

    1. Mis-selling.
    2. False promise to the consumer, or the company now wants to overcharge the consumer.

    Fortunately the consumer was alert enough to get the scheme/offer in writing.
    December 2012 :
    Sector : Insurance
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    Sector: Insurance
    Complaint no: 419801
    Consumer’s Name: Mr. Mohit, Farukabad, Uttar Pradesh
    Complaint against: National Insurance

    At the time of taking admission in HBTI (Kanpur) he took insurance policy like everyone else. The College has charged the premium. He received the health insurance policy from National Insurance company in August 2011 with policy No-451600/46/118500000036. The premium through college was paid to the broker (Mr. Sushil). Due to food poisoning he was hospitalized. Subsequently, he filed for claim in National Insurance through his broker, broker assured him that within a month he will get the claim amount in his account but after months broker told him that it was a pre existing disease and hence his claim of Rs. 27300/- was rejected by the insurance company.

    Why is it Interesting- Pre-existing disease means a disease existing before buying the mediclaim policy. Here the consumer of National Insurance Policy was hospitalized due to eating unhealthy food that resulted in food poising that further means if had he not eaten the said food he would not have got hospitalized hence it is unfair on the part of national insurance company to deny his legitimate claim and cruel to call it pre existing disease.
    Sector : Food Safety
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    Sector: Food Safety
    Complaint no: 424428
    Consumer’s Name: Ms. Sharmishta, Delhi
    Complaint against: “Doritos” (Company manufacturing sauce, imported as a "Green Mark" product)

    The Consumer purchased an imported sauce of “Doritos” brand. “Green Mark” was on the label of sauce indicating that it is a vegetarian food product. After consumption of sauce by the family, her brother noticed that beef and pork was mentioned in the list of ingredients of the product. As per Food Safety & Standards Regulations, putting “Green Mark” on vegetarian food products / “Brown Mark” on non vegetarian food products is the responsibility of importer on imported food products.

    Why is it Interesting-
    • When the consumer contacted the shopkeeper, she was told that it is an imported product, she should have read the list of ingredients before the purchase.
    • Further, when the consumer tried contacting the customer care phone number of importer, it was not contactable.
    • When a complaint letter was sent on the address of the importer, the letter was returned back stating the address was incorrect.
    • The E-mail address of the importer is also incorrect, complaint sent through e-mail also bounced back.
    • Fifteen days have passed, shopkeeper & Food Authority of Delhi have not replied to the written complaint.
    November 2012 :
    Sector : Telecom
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    Complaint no: 411897
    Consumer’s Name: Mr. Bharat Sinare, Raigarh, Maharashtra
    Complaint against: IDEA

    Mr. Bharat has Idea postpaid connection which he used in Maharashtra as he ported his connection from Vodafone Mumbai circle to Idea Maharashtra circle. He ported his connection from Vodafone prepaid to Idea post paid on 15/9/12. The consumer's number was activated by the company but later deactivated on 18/9/12 stating that it is out of Circle MNP and sent him a bill on 7/10/12. He made complaint on customer care complaint no-22953620 on dated 17/9/12. He sent the mail to the IDEA Appellate Authority but he did not get proper response.

    Why is it Interesting- This is an interesting MNP case which brings out not so highlighted restrictions. 1. MNP is allowed only within a Telecom circle. 2. TSP erred in accepting the MNP which should have been refused in the beginning itself.

    NCH Suggestion- 1. Since the MNP by Idea was incorrect, the money charged by them for providing this connection should be refunded to the consumer and MNP reversed. 2. We also advice consumer that MNP in that case is not available as consumer can port a connection within his circle. 3. However once MNP has been provided by Idea, it is proper for the consumer to file complaint with Appellate Authority.
    Sector : Medical Negligence
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    Complaint no: 413430
    Consumer’s Name: Mr. Lalbabu, Delhi
    Complaint against: Sabha Private Hospital, Azamgarh U.P


    His female relative, aged about 40 years was operated in a private hospital in Azamgarh, Uttar Pradesh in the month of May 2011 for Uterine Bleeding. But even after the operation, the patient was not able to hold the urine. They contacted the doctor again. He told them that in the previous operation, a hole was made in her urinary bladder and she required a second operation which was done after seven months since the last one. But her condition did not stabilize and she faced a more difficult and painful urination. Consequently, urine infection was also caused. They contacted the doctor again who prescribed her some medication only but later pus was formed internally and her condition became worse than before. They took her to AIIMS, New Delhi and got ultra sound and some other tests done. The AIIMS doctor informed them that she had a cloth inside (which was left inadvertently during the earlier operation). In Aug 2012 a major operation was done to remove that cloth in AIIMS but she has not recovered till date. Her stomach is infected badly and her intestines have gangrene. She is not able to defecate and urinate, and her condition is very critical. She still needs two more operations to recover. According to caller treatment cost them around Rs.1.5 lacs (approx) in the private hospital.

    Why is it Interesting- This is a clear example of medical negligence. A patient suffered for three months and her condition became worse than before due to the negligence of the doctor.
    October 2012 :
    Sector : Telecom
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    Complaint no: 406476
    Consumer’s Name: Mr. Ranjav kumar, New Delhi
    Complaint against: IDEA


    Mr. Ranjav had Idea's postpaid connection. His complaint is that he had given his documents to Idea's executive to port his connection one year back, but the company didn’t port his connection as it was less than 3 months old. He asked them to return his documents but the executive informed the consumer that the documents have been destroyed in October 2011. The consumer surrendered the Idea connection. After a month consumer took IDEA's new postpaid connection and in the meanwhile as he received a bill of Rs. 1700/- (approx), he came to know that executive had used his documents and got a SIM issued without informing the consumer. He made a complaint to IDEA and they assured the consumer that within one month his case would be solved but the problem is still not solved, as on his new connection, the company sent a bill which included the amount of Rs. 1700/- pertaining to his old SIM which the IDEA executive was using.

    Why is it Interesting- This is a perpetual problem being faced by consumers. In most such cases it is the consumer who is at fault because-

    1.They do not verify the authenticity of such executives by either demanding their appointment documents from the company or confirming their authenticity.
    2.Handing over personal documents to company’s representatives without proper verification and receipt.

    NCH Suggestion:- Customer was advised to lodge a complaint in writing to the Appellate Authority of Idea. NCH also educates consumers about the need for proper way of dealing with company executives and sensitivity of handing over personal documents without proper receipt.
    Sector : Airlines
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    Complaint no: 409918
    Consumer’s Name: Ms Manisha Dmonte
    Complaint against: Indigo Airlines

    Mrs. Manisha had booked her return ticket from Trivandrum to Delhi, through Indigo Airlines' website two months before the journey date. She travelled on the scheduled date to Trivandrum but changed her date of return . She contacted the customer care for cancellation of her return journey ticket but was intimated that the cancellation of return ticket was not possible because the return ticket was concessional and hence not refundable, However the airlines agreed to reschedule it for any day up to March 2013 . She fixed her reschedule date as 03.11.2012 but on that day when she reached at airport, she was intimated that she was marked as ‘NO show’ on 30.07.2012 . She complained but till date no reply is received from the airlines. She wanted to revoke the recorded conversation she had with the customer care so that they can arrange to refund her return fare .

    Why is it Interesting- This case is interesting because the airlines had denied her the return journey despite the return journey being rescheduled by the Airlines. Airlines also falsely indicated her as “NO SHOW” at air port on 30.07.12. Apart from the Airlines the passenger also should be careful to understand her travel documents properly.
    September 2012 :
    Sector : Banking
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    Complaint no: 400136
    Consumer’s Name: Mr. Shashi Bhushan, Delhi
    Complaint against: Punjab National Bank

    He has a salary account in Punjab National Bank, ECE House, K.G. Marg New Delhi. His complaint is that while trying to withdraw money from PNB's ATM on 25th Aug 2012, the machine hung. He had entered only two digits of the password. He waited for a few minutes for the ATM machine to function properly and tried withdrawing money again but yet again the machine hung. Subsequently, he found out that Rs. 15000/- was debited from his account. He called up customer care and filed a complaint in this respect. He was given a complaint number. On 31st Aug 2012 Bank sent an sms to the consumer rejecting the complaint, as transaction was done successfully.

    Why is it Interesting- As Punjab National Bank's ATM was not working, customer could not even enter password so there is no question of withdrawing money. How the bank debited his account is a mystery. Secondly, bank agreed to show footage of the transaction which the bank claimed to be genuine but later backed-out. This is clear violation of RBI directive. Failed transaction in case of ATM requires not only reversal of any excess debit within 7 days but also Rs. 100 per day penalty needs to be paid to the aggrieved customer after the specified period.

    NCH Suggestions:- Customer must insist that PNB (which holds the recorded footage of the ATM transaction) show him the recorded footage to him to prove once and for all who is at fault. Here if the customer has withdrawn the money bank is not required to do anything. But if the customer has not withdrawn the money as claimed by him and the recorded footage proves it, the consumer will not only get Rs 15000 wrongly debited by bank but also receive additional Rs 5000 or more @ Rs 100 each day of delay from 31st August 2012.
    Sector : Telcom
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    Complaint no: 402807
    Consumer’s Name: Mrs. Sashi Mukhi Sood
    Complaint against: Reliance BIG TV

    A Direct Selling Agency of Reliance BIG TV visited the consumer's house and offered her a connection - the agency told her that she has to pay Rs. 4470 for 4 connections - she did the same and a cheque of Rs 4470 was given. Three connections were activated and they got the services for 28 days but got only South Indian channels. After 28 days their services were stopped. When consumer enquired with Reliance BIG TV he came to know that the payment was taken in the name of the Agency "Apco Enterprises" who had provided them an ordinary pack in the name of silver pack and got only one ID no. 200775221532. Since then consumer has made repeated complaints to the Reliance BIG TV’s customer care and outlet but getting no help. According to Reliance BIG TV, such packs are not available with them and no payment has been received from consumer.

    Why is it Interesting- This is a perpetual problem being faced by consumers. In such cases, most of the times it is the consumer who is at fault because- 1. They do not verify the authenticity of such DSAs by either demanding their appointment documents from the company, or 2. Making payment in cash or a check in the name of the DSA and not in the name of the Company.

    NCH Suggestions:- Customer was advised to lodge a complaint in writing to the Nodal Officer of Reliance BIG TV. The company should also educate consumers about proper way to dealing with Direct Selling Agencies.
    August 2012 :
    Sector : Telcom
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    Complaint no: 395988
    Consumer’s Name: Ramesh Ramawat, Jhunjhunu, Rajasthan.
    Complaint against: Bharti Airtel Ltd.

    Mr. Ramesh Ramawat was using Airtel's prepaid connection #-9929000999 for the last 2 years. His complaint is that without any intimation Airtel disconnected his connection on 4/8/2012. He visited Airtel's outlet for activating his connection where he was informed that Airtel has issued the same number to someone else and now that person has ported his mobile number with MTS India on 9/8/2012. The consumer complained to Airtel and MTS's customer care but did not get proper response.

    Why it is Interesting- Lately there have been too many complaints of this nature especially with premium numbers where the number is suddenly disconnected and request for porting is sent without the knowledge of the subscriber.
    Sector : Medical Negligence
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    Complaint no: 398931
    Consumer’s Name: Mr. Girish, Rajkot, Gujrat
    Complaint against: Desroja Surgical Hospital

    His complaint is that owing to an infection in his daughter's tongue, he went to Dr. Prakash Desroja (running Desroja Surgical Hospital) - who suggested a minor surgery and a sonography test. The sonography test went smoothly. On 4/8/2012, the day when the patient was to be operated she was given anesthesia during operation and soon after giving her anesthesia the patient collapsed at around 9:00 AM but the doctor instead of informing her father immediately informed him about it after three hours at around 12:00 PM. Her father was informed that she is facing breathing problem and was advised to take her to another hospital but by the time they reached another Hospital, the patient had expired. The doctor there informed her father that she was brought dead. After persistently complaining to Desroja Surgical Hospital, the consumer was provided his daughter's death certificate. The consumer has performed her post mortem also. The post mortem report shows anesthesia overdose as the cause of death. The consumer has even lodged a police complaint against Desroja Surgical Hospital's doctor but this also has not helped him much.

    Why it is Interesting- This case depicts the negligence of doctors which are becoming fatal for patients. The consultation was taken for some tongue infection and during operation the over dose of anesthesia costed the life of the child. NCH Suggestions:- The consumer was advised to file a police complaint with the local police station on the grounds of the post mortem report and if there is no response from their end, he should contact the higher authority in the police department. Secondly, he can file a case in the district consumer forum for compensation. The consumer was also informed about a verdict given by Hon'ble Supreme Court of India where it stated that an overdose/excessive dose of prescribed medicine/anesthesia etc. will be treated as medical negligence.
    July 2012 :
    Sector : Defective Product ____________________________________________________________________
    Complaint no: 373137
    Consumer’s Name: Mr. Nachiketa Chowdhury, Delhi
    Complaint against: Godrej & Boyce Manufacturing Company Ltd.

    "With reference to our Complaint reg. no. 373137, I would like to inform you that after numerous complaints to Godrej Company and simultaneously lodged complaint to consumer helpline, the defects of Godrej split Ac has been finally repaired and it is functioning satisfactorily. So, in the light of above statement, I would like to close my complaint. Many thanks for your kind support."
    Sector :Telecom
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    _____________________________________________________
    Complaint no: 384702
    Consumer’s Name: Mr. Shirsendu Kar, Kolkata, West Bengal.
    Complaint against: Aircel Ltd.

    " This is for your kind attention that my complaint (No. 384702) for wrong deduction of balance has been solved and the deducted balance has been credited in my Aircel prepaid mobile account. I'm very thankful to Consumer Helpline for their kind cooperation for solving the problem. With best regards, Thanking you."
     
    Sector : Insurance
    ____________________________________________________________________
    Complaint no: 317848
    Consumer’s Name: Mr. Aman Kumar, Ambala, Haryana.
    Complaint against: National Insurance Co. Ltd. 

    "My name is Aman kumar and my complaint no 317848 got resolved. Thank you for giving me guidance really it is helpful for me when i contacted you. Thanks...-)"
    June 2012 :
    Sector : Weights & Measures
    ____________________________________________________________________
    Complaint no: 383014
    Consumer’s Name: Mr. Varun Bhalla
    Complaint against: Seven Seas Super Mart Pvt. Ltd.

    Consumer went to Seven Seas Super Mart Pvt. Ltd., Moga, Punjab as the store had advertised that they charge less than MRP on packaged products. Along with other items, he purchased DOVE Soap of 42 gms. In the cash memo he noticed that the weight of the soap cake is mentioned as 50 gram for Rs. 20/-, and after discount, he was charged Rs. 19/-. He was surprised to see that on the soap packaging the MRP mentioned was Rs. 18/- & weight as 42 gram. By manipulation in cash receipt software, the store was actually charging more than MRP.

    Why is the case Interesting:
    • It is misleading consumers by a misleading advertisement - that it is charging less than MRP on packaged products, whereas it is actually charging more than MRP.
    • The shop manipulated cash receipt software – the MRP in the software was increased from Rs. 18/- to Rs. 20/- & Weight from 42 gram to 50 gram.
    • By manipulation in software, they cheated customers by charging even more than MRP, which is illegal.
    Sector : Real Estate
    ____________________________________________________________________
    Complaint no: 380507
    Consumer’s Name: Mr. Pulkit Anchalia
    Complaint against: Panchsheel Wellington project


    He booked one flat in Panchsheel Wellington project in Noida NCR, by depositing a booking amount of 10%. He was not told by the builder that the upper floors are not approved by Ghaziabad Development Authority. When he confirmed the same builder said the approval will come by June 2012 and till then he will not be asked for any more amount. On 30/5/2012 he received a call from the builder asking him to deposit 85% of the amount, as the builder had organized loans for allotee from India Bulls but the upper floors are still not by approved by GDA and if he did not take the loan then builder will charge a penalty from June 2012 onwards.

    The consumer has three concerns -

    1) how can the builder ask for money when the project plan is awaiting approval 2) how can they pressurize him for taking loan from India Bulls
    3) . How can India bulls give the loan without complete papers of approval, as in future if the project is not approved, then he will be in great loss?

    Why the case is Interesting:

    This case is interesting as here the builder’s layout plan is not approved by Ghaziabad Development Authority. Despite non approval of the plan the builder is asking the consumer to pay 85% of the total amount without any agreement or any prior notice. The builder cannot force the consumer to take loan from one particular finance company without the consumer's choice and also without complete approval papers.
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