| 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.
Aug 14, 2020
Complaint marked as Resolved customer support has been notified about the posted complaint.
We regret the inconvnce caused. Please share your Customer ID or registered contact number and we will get back to you.
Warm Regards,
ACT Fibernet