ACT Fibernet — Bill payment issue - need refund of incomplete transaction.

Address:

Bangalore, Karnataka

This is Binod Mahto holding ACT broadband connection with Account No: 180344. I made a payment of 1196/- INR through Net Banking (HDFC Bank) to pay ACT broadband bill. After payment I got successful message with Track Id:act-billpay-[protected]. ACT is claiming that they haven't received the amount and asking me to contact bank to get that amount refund back. I do contact to bank for this and Bank confirms that money is successfully got credit to the Merchant account. Below are the transaction information which has been provided by the Bank: Transaction Reference for the payment from Bank:[protected]as per my account) Merchant Transaction Reference No.: [protected] (Given by bank claiming that amount is successfully credited to the merchant account). I have called customer care many times and also have sent a mail to ACT Helpdesk also to resolve this issue but they are responding properly. Please I need help to get my hard-way earning money back to my account. For reference:Below is the mail chain details with ACT helpdesk. [protected][protected][protected][protected][protected] From: Binod Mahto Date: Fri, Jul 17, 2015 at 7:50 PM Subject: CCAvenue Order No. act-billpay-[protected] : Transaction Failure issue To: Help Desk Bangalore Dear Sir/Madam.. The reply which I received for my complain (shown in below mail chain) is not at all related to the issue and it look very irresponsible reply. Anyway I contacted to bank and got the Merchant Order/Transaction number (mentioned below here) using which, Bank is confirming that, Money is successfully got credited to the Merchant Account. Merchant Transaction Reference. No.: [protected] Merchant Transaction Description: CCACG1AAR161/CCAACTTVIN I request you to please do the needful to get my money back to the my account. Thanks, Binod Mahto Username: 10417294 Account No: 180344 On Fri, Jul 17, 2015 at 10:51 AM, Help Desk Bangalore wrote: Dear Binod Mahto, Greetings from ACT Fibernet! We would like to inform that, as per our records we have received your payment towards subscription as on 12/07/2015. PS : If you have any other Complaints or Queries request you to drop in a new mail do not reply to same E-mail. We are always happy to serve you. Thanks & Regards, Rukmini Executive - Customer Service, Atria Convergence Technologies Pvt. Ltd. Email Id - [protected]@acttv.in Bangalore, Karnataka. On Wed, 15 Jul at 9:41 PM, Binod Mahto wrote: Dear Sir/Madam, I made a online payment of 1196.00 INR through "http://portal.acttv.in/group/blr/myaccount" to pay ACTBB bill using net banking (HDFC bank) on 3rd July 2015. Payment went through and received the successful message as mentioned below here: ============================== Transaction Successful Name: BINOD KUMAR MAHTO Username: 10417294 Account No: 180344 Address: 45 Amount Paid (Rs): 1196.00 Date of payment: [protected]:18:13 Track ID: act-billpay-[protected] ============================== For your Information: Bank Name: HDFC Bank Payment Reference No. from Bank for the transaction:[protected] ============================== After some time I received a mail (as shown in below mail chain here) which says, "the amount which is charged or blocked in your account we shall coordinate with the bank and have the money reversed ASAP. The money should reflect in your account within 2 business days". I waited for 2 business day and then on 7th July 2015 (evening) called the ACT Customer Care to raise a complaint. ACT Executive told me to contact bank first as they didn't receive the amount and didn't take my complain. After that on same day I called Bank to raise complain regarding this. Bank told me, they need 7 working days to for this. After 7 working days Bank confirms that, transaction went successful so they can't do anything (they can't revert back the amount), also said contact to merchant and asked them to contact bank OR ask them some proof which confirms that 'they haven't received the amount'. On 14th July 2015 I again called the ACT Customer Care to raise my complaint saying "1. They need to contact bank to get my money revert back (as the mail says in below mail chain). 2. ACT must provide me some proof (mail/document) which confirms that they haven't received the amount.". My complain registered with following Request No. [protected]. Next day on 15th July 2015, I received a message from ACT saying "My complaint has been resolved." I got confused and called back to ACT Customer Care to know on what basis they said my complaint has been resolved. Neither I got my money back nor I got any mail regarding transaction failure. When I asked them why, they said "In our system transaction says failure so I need to contact to bank". My question is that: 1. As per the transaction, I got successful message saying "Transaction Successful" after transaction. After this if transaction fails, what does it mean and who is responsible for this? 2. As per the below mail chain, it clearly says "we shall coordinate with the bank and have the money reversed ASAP". Now why should I contact to bank for this? 3. If I need to contact to my bank, On what basis I'll prove that You(ACT) haven't received the amount? kind request you to do the needful to get my money back. Regards, Binod Mahto Username: 10417294 Account No: 180344 [protected] Forwarded message[protected] From: Date: Fri, Jul 3, 2015 at 8:18 PM Subject: CCAvenue Order No. act-billpay-[protected] :: Transaction Failure To: binodk.[protected]@gmail.com www.acttv.in Dear Customer, We are unable to obtain, authorization for the following Order act-billpay-[protected]. In the rare event that the amount is charged or blocked in your account we shall coordinate with the bank and have the money reversed ASAP.The money should reflect in your account within 2 business days. We suggest that the customer may go ahead and do a fresh transaction. In case you should have any concerns request you to raise a support ticket at at helpdesk.ccavenue.com. We request your cooperation in this regards. Regards, CCAvenue Customer Service For "Live Support" Click here or raise a support ticket at helpdesk.ccavenue.com -- Regards, Binod Mahto