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Company Not Refunding my Money

Location/place: Bangalore

Name of company/service: Videocon D2H

Hello Sir/ Madam,

I am currently subscriber of Videocon D2H. On 27-Jan-13, I shifted my house and had requested for the transfer of connection to my new house address. They sent a Service Engineer to fix the Dish. For this the company had charged my INR 250.00 for the Dish installation to a new location. However, since 05-Feb-13, 22:00 hours I am not getting any signals and unable to view the channels. Please find below the sequence of my interaction with the Customer Service Executives:

06-Feb-13, 10:30 am
I called up the customer care on 06-Feb-13, at round 10:30am and asked them to send a service engineer to fix the connectivity. They said that they will be charging INR 125.00 from me just to send the Service Engineer, mentioning the reason that my warranty period is over. I do not understand that why a question of Warranty is there. I am not asking them to repair my Set Top Box. The only reason I do not get signals is because either the installation of Dish was not properly by the Service Engineer (while installing the Dish at my new location) or there is some technical glitch on the company’s side and for which I should not be paying any charges as this is not fault at my end.

However, when I denied paying the INR 125.00, the customer Service Executive said that they will not be able to resolve the issue unless I agree to pay INR 12.00. Following this conversation, I had asked the Customer Service Executive to deactivate my connection and requested for refund of advance rental I had paid on 01-Feb-13 for the period of 13-Feb-13 to 16-Mar-13. I was told by the customer service executive that their back end team will call back to schedule for refund within 4 hours.

However, I was not given a complaint number of the complaint I had registered with the Videocon Customer Service Executive.

06-Feb-13, 12:50 Hours
I again called the Customer Service to check the reason why the backend team has failed to call me to discuss on the refund. Again, I was told that it would take atleast 4 hours from the time of lodging a request for the Backend team to call me. I waited till 17:30 hours for the backend team to call up. This time I was given a Complaint number (Complaint Number: 153868024)

06-Feb-13, 17:45 Hours
I had again called the Customer Care Service and this time I am being told that it takes 24 hours – 48 hours for the Backend team to call back. This shows that every time I call up your customer care I get information which is false. There is no clear information being provided by your team as to when and how will my money be refunded.

07-Feb-13
I got a call from Ms. Ritu from the Retention Team. She mentioned that they will not charge me for INR 125.00 and they are willing to send the Service Engineer to rectify the problem. Since, I was not getting any proper response and as I had already filed for deactivation of my account, I had asked another service provider to give me a connection.
When I did mention to Ritu about the same and asked when the company will refund me the money, I was told by Ritu that the policy of the company does not allow any refund once the account has been recharged.
However, I also explained her that I am asking the Videocon D2H to refund advance rental I had paid on 01-Feb-13 for the period of 13-Feb-13 to 16-Mar-13. Despite she refused to refund the money back.

I have also written several emails to the Nodal Office, Karnataka ([email protected]) seeking their intervention in resolving the matter and refund. They have not yet replied to any of my email.

My Concern:
I do not understand that why a question of Warranty is there. I am not asking them to repair my Set Top Box. The only reason I do not get signals is because either the installation of Dish was not properly by the Service Engineer (while installing the Dish at my new location) or there is some technical glitch on the company’s side and for which I should not be paying any charges as this is not fault at my end.

I am not asking the Videocon D2H to refund the money for the current month. However, I am requesting them to pay advance rental I had paid on 01-Feb-13 for the period of 13-Feb-13 to 16-Mar-13.

The only hope I have is to reach out to you and seek your intervention to resolve this issue.

My details are as below:

Customer ID: 44952702
Account No: 4468228
Customer Balance: Rs. 515.31 (This includes INR 375.00 which I had paid via Credit Card during the first week of Feb, hoping to continue the service)
Due Date: 16-Mar-2013

My Info
Name: RAHUL KIAN MEHTA
Contact Details: H.No: 26, 3rd Floor, 6TH Cross, 8TH Main, S B M Colony, Brindavan Nagar, Mathikere, Bangalore
District : BANGALORE URBAN – 560054
RTN :9620899299

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