Hathway Cable & Datacom — Relocation of connection from old address issue (shifting)/ refund deposit

Address:	Indore, Madhya Pradesh, 452010
Website:	bill.hathway.net:7607/selfcare/index.php?r=login/bb

My name is Vijay Gangrade, I have recently shifted to new address.
I took the Hathway connection on 12/06/2016 and after 3 months, I renewed the connection on 23/08/2016 and below are my customer Id and registered mobile number:
Hathway Customer Id : [protected]
Registered Mobile Number : +91-[protected]

Shifting Request Service ID:
19/09/2016 : 19092016C9278
21/09/2016 : 21092016C2792

I took this connection on my old address HNo. 51, Sector –C, Slice -3, Sch. 78, Vijay Nagar Indore. and when I got the connection
I was assured by the Hathway team that they have whole area of Scheme no 78 covered in case if I move from my place to another location in the same scheme. Since I have moved to another address in same scheme I requested the Hathway Customer Care to transfer my connection from old address to my current address. I visited their office
multiple times but didn't get clear response on when it will be moved.
Today I again called the Hathway office to check the status and they told me that they
do not have line or DP around and they cannot install a new one so they cannot provide
me a connection over my current address.
So I asked them to close my connection and refund my two months advance amount which
I have deposited (when if cash or cheque mention here).
I was very uncomfortable and felt cheated with their response as they said we cannot close
the connection or refund your amount either as it's a pre paid deposit. I visited their office
and they told me the same again and when I mentioned this is not the correct procedure they
told me this is the company policy and for further queries please communicate with
the mumbai head office.
So I am writing this email to know what is the resolution to my problem and is this the company
policy that the refund cannot be provided.

I am really having a hard time as this is something which is in appropriate. I really want to continue with Hathway as Internet services are vey good but I don't have any choice left to close the connection and get the refund.
Hoping positive response from your side.

Thanks