[Resolved]  Videocon — Videocon d2h services - rtn change and add on activation

Address:	Mumbai City, Maharashtra, 400092
Website:	www.videocond2h.com

Hi,

I am a consumer of videocon d2h. My customer id no is 77943190 and my connection has been manipulated in the past for 2 to 3 times in the last 2 years. The below instances will highlight the issues i have faced:

1. My rtn (Registered telephone number) was changed from [protected] to [protected] (This is a delhi number as per the attached image).

2. D2h cinema and smart games add on pack was activated on my d2h account on july 22, 2015 with the consent & receipt of request form the changed registered telephone number [protected].

As per my conversation with the customer care of videocon d2h (E-mail chain attached) they have mentioned that my original rtn was [protected] at the time of installation dated october 04, 2012 which was changed to [protected] on july 22, 2015.

On august 22, 2015 i realised that d2h cinema add on pack was active for my connection as i accidentally visited the said channel and immediately i cancelled the subscription for d2h cinema. At the same time i changed my rtn back to [protected] as this is my number and not [protected].

On march 08, 2016 i realised that smart games add on pack was active for my connection when i was recharging my account (This was since july 22, 2015, when the rtn was changed from [protected] to [protected]) and immediately i cancelled the subscription for smart games.

I seek to receive refund for d2h cinema and smart games add on packs. Also the company should put stringent verification process in place such as otp before doing any said changes to the account or account information.

Thanks,
Jaishal gala

Customer care email communication videcon d2h:

From: customercare
Date: tue, mar 15, 2016 at 4:48 pm
Subject: fw: fw: fw: fw: account related
To: "[protected]@gmail.com"

Dear mr. Gala,

Thank you for writing again to videocon d2h.

This is with reference to your e mail dated march 15, 2016 regarding videocon d2h services for customer id 77943190.

We would like to inform you that we have already shred the details that we have received the request to remove the mentioned [protected] number and update the mentioned number [protected] as your registered number & the same has been updated as request.

Please note that the call centre executive has followed the complete authentication prior processing the change in registered number or activation /deactivation of any package/add on pack on customer’s account. Further, we have captured your feedback about the channels & services and we will surely pass it on to our teams.

If you have any further queries, please email us at [protected]@d2h.com. We will make every effort to revert with resolution as soon as possible.

For details of all our products and services you may visit our website www.videocond2h.com.

Warm regards,
Customer care
Videocon d2h

Note: - you can also call our customer care helpline on [protected]


From: jaishal gala [mailto:[protected]@gmail.com]
Sent: 15 march 2016 16:03
To: customercare
Subject: re: fw: fw: fw: account related

Hi team,
As you correctly mentioned my number [protected] was updated as registered mobile number at the time of installation dated october 04, 2012. I have not changed my number so why would i change the registration number.
Also to bring to your notice that your process of verifying the customer id, or satellite card number or serial number is faulty as anyone knowing a customer id of other user will be able to change the registered number at their convenience. Hence the fault is at your end that you changed my registered number.
Please improve the process by sending otp to the registered number or mail id for the account details to be changed.
Also i will have to raise a consumer complain if the matter is not solved.
Hence request you to please refund my money in the account at the earliest.
Thanks,
Jaishal gala
On 15-mar-2016 3:17 pm, "customercare" wrote:

Dear mr. Gala,

Thank you for writing again to videocon d2h.

This is with reference to your e-mail march 14, 2016 regarding videocon d2h services for customer id 77943190.

Please note that if any customer called from non registered telephone number, we do asked customer to shared the customer id, or satellite card number or serial number to verify the account details. Further please note that mentioned number [protected] was updated as your registered mobile number at the time of installation on dated october 04, 2012.

If you have any further queries, please email us at [protected]@d2h.com. We will make every effort to revert with resolution as soon as possible.

For details of all our products and services you may visit our website www.videocond2h.com.

Warm regards,
Customer care
Videocon d2h

Note: - you can also call our customer care helpline on [protected]


From: jaishal gala [mailto:[protected]@gmail.com]
Sent: monday, march 14, 2016 7:48 pm
To: customercare
Subject: re: fw: fw: account related

Hi,
Please do share the details you verify before doing the changes of the rtn. This is a serious goof-up at your end.
Also i have confirmed many times in the past that the [protected] doesn't belong to me.
You haven't reply about the below query in my previous mail.
Can you please confirm my registration number when i joined the videocon d2h family back in 2012. How can you change the number with verification?
Thanks,
Jaishal gala
On 14-mar-2016 12:28 pm, "customercare" wrote:
Dear mr. Gala,

Thank you for writing again to videocon d2h.
This is with reference to your e-mail march 14, 2016 regarding videocon d2h services for customer id 77943190.
The recordings of conversation are strictly for internal training & quality purpose and cannot be shared as per policy, however we would like to inform you that we do not make any changes in the customer’s account till complete authentication was done. Please note we have already shared the details in our previous communication that rtn change and add on activation was done post authentication of your account only.

If you have any further queries, please email us at [protected]@d2h.com. We will make every effort to revert with resolution as soon as possible.

For details of all our products and services you may visit our website www.videocond2h.com.

Warm regards,
Customer care
Videocon d2h

Note: - you can also call our customer care helpline on [protected]


From: jaishal gala [mailto:[protected]@gmail.com]
Sent: monday, march 14, 2016 1:16 am
To: customercare
Subject: re: fw: account related

Hi,
Can you please provide the details you verified as it's a pretty big goof-up from your end, as the mentioned number [protected] doesn't belong to me. Can you please send the voice recording of the same for me to verify how and who changed the number?
You should be having a verification code being sent to the registered mobile number or email id before changing the details.
Also can you please confirm my registration number when i joined the videocon d2h family back in 2012. How can you change the number with verification?
Thanks,
Jaishal gala
On 13-mar-2016 7:45 pm, "customercare" wrote:
Dear mr. Gala,

Thank you for writing again to videocon d2h.

This is with reference to your e mail dated march 13, 2016 regarding videocon d2h services for customer id 77943190.

We would like to inform you that we have investigated the records & found that mentioned number [protected] was updated as your registered number against your account on dated july 22, 2015 post verification of your account details and again on dated august 22, 2015 we have received the request to remove the mentioned number [protected] and update the mentioned number [protected] as your registered number & the same has been updated as request.

If you have any further queries, please email us at [protected]@d2h.com. We will make every effort to revert with resolution as soon as possible.

For details of all our products and services you may visit our website www.videocond2h.com.

Warm regards,
Customer care
Videocon d2h

Note: - you can also call our customer care helpline on [protected]


From: jaishal gala [mailto:[protected]@gmail.com]
Sent: sunday, march 13, 2016 2:31 pm
To: customercare
Subject: re: fw: account related

Hi team,
You should be aware that my registered number is [protected] and not [protected], hence d2h cinema and smart games add on pack was not activated by me on my d2h account on july 22, 2015. Request you to confirm the change of registration number change and look into the matter and give me refund for the same.
In the mean while i will place a consumer and police complain for the change of my registration number.
This would be not be accepted by me as [protected] is not my number and hence the request should not have been accepted by your end at the 1st place.
Thanks,
Jaishal gala
On 13-mar-2016 12:17 pm, "customercare" wrote:
Dear mr. Gala,

Thank you for writing to videocon d2h.

This is with reference to your e mail dated march 09, 2016 regarding videocon d2h services for customer id 77943190.

We would like to inform you that we have investigated the records & found that d2h cinema and smart games add on pack was activated on your d2h account july 22, 2015 post your consent & receipt of request form registered telephone number [protected] only hence we regret to process any waiver against the same.

In addition, please note that d2h cinema add on pack was deactivated on dated august 22, 2015 and smart games add on pack has been deactivated on dated march 08, 2016 post receipt of your request.

If you have any further queries, please email us at [protected]@d2h.com. We will make every effort to revert with resolution as soon as possible.

For details of all our products and services you may visit our website www.videocond2h.com.

Warm regards,
Customer care
Videocon d2h

Note: - you can also call our customer care helpline on [protected]


From: stb complaints [mailto:[protected]@d2h.com]
Sent: wednesday, march 9, 2016 6:38 pm
To: customercare
Subject: account related

Stb complaints
Details of the feedback received:
Name : jaishal gala
State : maharashtra
City : mumbai
Email id : [protected]@gmail.com

Mobile : [protected]
Customer id : 77943190

Feedback : with great displeasure i am writing this letter to you. I am a consumer of videocon d2h. My customer id no is 77943190 and my connection has been manipulated in the past for 2 to 3 times in the last 2 years. The below instances will highlight the issues i have faced. In 2014/2015 my id got activated with extra add-on for smart games and d2h cinema automatically. I got the d2h cinema deactivated, but i was not informed that the smart game add-on is still activated. I would like to get the details of the add-ons being activated from my end. Please provide the log details of the same for me to verify that i had asked for the add-on services. In the meanwhile while talking to your representative i learnt that my registered mobile number was automatically changed. Can you please provide the log details of the same as well with details about how and when it happened? Just to bring to your notice i have also replaced my set top box as the earlier box used to give error message smart card not inserted properly (E04-4). I think my account has been manipulated and i have not received the services as per expectations. I have recharged my account on 8th march, 2016 with the annual new diamond package where i should be receiving extra 30 days and the due date should be 8th april, 2017 instead of 25th march, 2017 which is currently being reflected on my account. Request you to kindly look into the issue at the earliest. A prompt and quick reply would be really appreciated. Please feel free to reach out to me on my hand phone +91 –[protected] if you have any queries with the issues mentioned above. Thanking you in anticipation. Jaishal gala.