[Resolved] ACT Fibernet — ACT Broadband says to customers, Who cares if you want to quit?

venkyiyer58

from Bengaluru, Karnataka

Address:

Chennai, Tamil Nadu

I got my ACT broadband connection on April 10, 2014. In 4 months, I am getting it terminated, but not because of technical issues. The ACT broadband connection performed almost without glitches, and on two occasions when there were glitches, the response to complaints was reasonable, though not super quick. No, the reason I am quitting ACT is because of a total lack - I mean ZERO - of care for customers and possible signs of lack of ethics, maybe even outright dishonesty. In April itself, I referred my brother, Murali, to ACT as a potential customer, and his connection was set up quickly. I expected my bill for May to reflect ACT's promised 20% discount for referring customers, but that did not happen. When I called up the company, I was told that the discount was missed because of an administrative oversight, and that it would be shown in the next bill, so would I pay the full bill amount? I did that, and waited for the next month's bill. In the meantime, I referred two more potential customers to ACT. To the best of my knowledge, neither has been contacted by ACT, though more than 6 weeks have passed by. The bill for the next month (June) once again did not reflect the 20% discount. When I called up ACT, I was once again given an apology, once again given a story about oversight, and this time, I was told to pay my bill less 20%. When I tried to pay the bill, I found that ACT's payment system accepts payment for more than the pending bill amount, BUT NOT FOR LESS. Thus, the lady who gave me the advice to pay my bill amount less 20% was poorly trained/ untrained/ uncaring at the best, or an outright liar at the worst. At any rate, I had started the payment process, so I completed it by paying my June bill in full. Another phone call to ACT, and this time the lady, after yet once again taking down the entire history, said she would call back in half an hour. This was in the evening of Monday, July 14. I waited more than 300 half hours and on the afternoon of Monday, July 21, I wrote an email to ACT. I asked for action on my grievances, otherwise I would be forced to reconsider continuing with my ACT subscription. I got an automated reply assuring me of further response with 4 to 24 hours. I gave ACT the benefit doubt and wrote another email about 48 hours later on July 23, reminding ACT of my first email and asking for a response within 24 hours, failing which I would terminate my ACT connection. Another automated reply, another promise of a response within 4 to 24 hours. Another 72 hours, and on July 26, I emailed ACT formally terminating my ACT connection. Another automated response. When it appeared sure I would be not getting an email response, I phoned again two days later to confirm that my last email had been received and that my termination request was being processed. The man - yes, this time it was a main - acknowledged my email and wanted to know why I was discontinuing. I told him I had no more patience left, to refer to their voice recordings and email records. Nothing at all since then. I am reminded of the when I terminated my Airtel connection so I could go in for ACT. I received dozens of phone calls from Airtel, asking me not to terminate, offering any help whatsoever I needed, and actually offering me special deals. Four months after I left Airtel, I AM STILL GETTING PHONE CALLS FROM THEM, though not every day. It appears ACT just does not care about customers. To them, a customer leaving is nothing worrying. Actually, I get the distinct impression they are letting me go with the message, "Up Yours." It is sad that ACT seems to neither care for existing customers, nor about new ones.

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Aug 14, 2020

Complaint marked as Resolved

customer support has been notified about the posted complaint.

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Comments

Florian Francis

from Bengaluru, Karnataka

They are ruthless...this is what I went through, consumers should be paid the right respect

I’m
an ACT broadband user and was very disappointed when they have started
to cheat customers either by creating a bad internet connectivity
issues, incorrect speed or incorrect usage details. I faced latter this month and was surprised as I use a ACT
Lighting with 40 Mbps speed and download limit up to 75 GB my billing
plan starts on 01 of every month and I skipped the payment and paid it
the next day and to my luck the Net was not working on 03rd Feb 2015. Contacted
the Customer Care and they stated that they were unable to ping the
junction box and will have a technician to look into the issue and will
be sorted within 24 hrs. I have made it a point to log into the portal
page and ensure to capture a screenshot every time to have a track of my
usage. I
was shocked to see that the Net speed had drastically dropped so I
checked the usage and was astonished as it stated that I had crossed my
75 GB limit without having internet working at my house due to a
technical problem from ACT.I
wrote this matter to ACT helpdesk, Nodal Officer, Appellate but they
failed to respond to my mail for almost 3 days. Post which I wrote the
mail marking Mr. Sunder Raju and Mr. Balan Malladi only them I got a
response from ACT team and they stated that due to some technical glitch
the mails that I sent was not delivered in their mailbox.ACT
team sent me a data report that deducts the usage of the internet from
my account. They were few points that had a mismatch so I requested for a
system generated details rather than an exported excel sheet. The data
that was sent out to me had a list of observations from my end.1. MacAddress does not match with the router MacAddress.
2. Please explain me these lines listed below? For 0:59:42 minutes the
I/P and O/P units is 0 whereas for just 0:00:02 secs there is data
recorded. 3. If there is an automatic reset for an account every 24 hours then please explain what went wrong on this day.
4. I stay in a locality where there are frequent power cuts. I do not
see any data that supports this. I do have call logs and ticket numbers
that I have logged with BESCOM5. If the reset is every 24 hours why is there a reset after 12 hours?
6. My internet cable was damaged and I was not using the service.
Please check my call log with customer care to see how many times I have
called to report the issue on 03rd Feb at 1324 to state that net is not
working7.
I was not able to use the internet on 03rd and 10th Feb 2015 and logged
a complaint with customer care and provided a TAT of 24 hrs. In that
case how is there data for these day?-
On 03rd Feb 2015: First instance, Manjunath (Field engineer)visited my
place to get the issue and stated that there is an issue with the cables
and fixed the same. -
On 10th Feb 2015: The engineer who visited my place on 11th Feb 2015
replaced the optic fiber cable as the construction plot next door had
cut off the cables8.
On 5th Feb there was some issue in the Junction box itself and your
representative had come to fix the issue. Please check your call log.
Why is there data when internet was not working? (let me know if you
need the call log and the engineers contact details)
Before sending out these above points I spoke to the ACT team member
who was assigned to provide me a solution. He started to scream at me
and failed to listen to my observations only because I said that the
“Data is incorrect and you are cheating your customers, so I would need a
compensation”. He started to state that I’m trying to threaten him and
he was not worried what observations I have made and will get back to me
after his findings. I did mention that I will write these details on
Facebook and would never want any other customers to be embittered.I’m
waiting to receive a response from ACT Team, I’m very much sure to get
all my contacts to avoid using their service as they have built their
customer database they have started to cheat them.