Hi,
As at 1 February 2022, I was after a new broadband connection and looked at ACT Fibernet as an option. When I contacted customer service, they got me intouch with a person by the name Srinath who works for ACT Fibernet Broadband around our locality in Bengaluru. I wanted a connection for maximum 3 months as I was planning to go overseas. I asked him about the best connection and offers with unlimited monthly data. He gave the ACT brochure and suggested I get the ACT Storm 3M + Wifi which is 300Mbps with 3 months contract and free router installation for 4195 Rs.
My husband, mother and I asked particularly about what happens if we don't want to use the connection after 3 months and Srinath said we have an option to put the connection on hold by raising a 24/7 support request on ACT app and they will action the request and when I come back and require the connection after months, I can raise another request the same way and ask for the connection to be reinstated. I asked him if there was any fees that I would incur as holding cost for the connection and he said no and there was a sales promotion that can be applied. I told him I would think about the connection and come back to him later. In few hours when I made the decision to go for the connection, I called him again and checked with him about the holding fees again before providing a go ahead and he confirmed there won't be any holding fees and that it was part of a sales promotion. I repeatedly asked if I would incur any other additional cost and he said no. The connection was set up and it has been smooth until 9 April 2022.
On 9 April 2022 when I raise a request through the 24/7 support in the ACT app to put the connection on hold (safe custody), I get a call 2 days later on 11 April from customer service and they told me I have to pay 230Rs each month when I put the connection on hold until the connection is reinstated. I said to them that wasn't what the person told me when I got the connection and I mentioned about the sales promotion and that he assured me I don't have to pay for the connection when on hold. They told me I have to pay it as per their policy or I have to deactivate the connection and return the router. I have paid 3 months contract fees of 4195 Rs and I am requesting to put the connection on hold just after 2 months o[censored]sing and now I lose my one month's connection fees if I deactivate and I can't even put the connection on safe custody without paying for it.
I called Srinath today on 11 April 2022 and asked him about putting the connection on hold and he repeated what he told me 2 months ago that I won't have to pay any changes to put the connection on hold. When I told him I spoke with customer service and they told me there is no sales promotion and I have to pay 230Rs, he completely changed his answer and said I have to pay until I resume internet connection again. Just because he wanted to reach his sales target, he gave me incorrect and unreliable information. ACT is not trustworthy at all and I spent my money on such service unnecessarily.
I kindly request you to please look into this issue.
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