[Resolved]  Excitel — Fiber Connection Refund | ONU Device and Plan Charges | 1000 & 1060.82

Address:

Plot no.48, Second Floor, Okhla Industrial estate, Phase-3 South Delhi-110020

I have booked a connection via calling Excitel Customer Care. The executive generated the new lead for a connection. Then I recieved a message from Excitel, in which there was a link where I have to update the GPS location and address details for the connection availablity. As connection avaible was approved immidiately. But immidiately I recieved one more message regarding uploading the documents for KYC. Then I downloaded the app and upload the KYC documents. I recieved a call from thier customer care regarding the KYC verification. The documents was verified sucessfully. After that I recieved the message in which I have recieved the User ID and Password, the User ID is [protected]. I logged into the app using the User ID and Password. There I noticed a ticket raised by server it self for installation and was prompting me to do the payment of ONU device. There were shown me two options of the ONU device in which the ₹1000 ONU was without WiFi and ₹2000 ONU was with WiFi. So, I chosed ₹1000 ONU device as I have my own WiFi 6 router. So, I had done the payment for ₹1000, then the app prompted me to do the payment for the plan chosen for 300 Mbps which was costing me ₹1060.82, so I paid that amount too. After that the ticket status changed to pending Local ISP, so I called the customer care to know why it is showing this? As the Local ISP of Excitel in my area is G.K. Cable. So, I called the Local ISP directly and asked him to install the connection, and I told him that I have done the payment directly to Excitel. He told me that, the payment which I have done is wrong. I asked him why, he told me that ONU device for new user is of ₹2000, which also works as a security deposit, but as I told you earlier I have paid ₹1000 as ONU device and refundable security. So, I called the company about this, as they hadn't told me about this, then I asked them what to do now? So, the execute told me that Excitel would make the refund of the amount and will generate a new lead for my connection, and he asked me to pay this time the amount of ₹2000 for ONU and refundable deposit. As, right now in the Covid-19 situation I do not have any surplus money to spend, so I asked him to make the refund first and then I will call again to generate a new lead. This all the above which I had written till now was done on[protected]. The next day I called the customer care to create a ticket for the refund amount, but each of them just said me that they will do so, but they didn't. Till now as on[protected], they had created the refund ticket and I hadn't even recieved the message or email as a confirmation for the refund. Each time I call customer care, they only say me that whenever the installation ticket will get canceled, then the refund will be automatically generated. One more thing, while booking the connection on the Customer care the executive told me that it would get installed max to max 4 days, but the ticket of the installation is showing 14 days left, for the ticket, and still it is showing pending Local ISP. Now, I request Consumer Complaints to please ask Excitel to give me back refund. Thanks to Consumer Complaints in advance.