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I had subscribed for an ACT Connection for 50 MBPS around August 2017, and after the first quarter, they automatically upgraded me to a 75MBPS without additional costs. Based on usage, I wasn’t using over 4GB out of 150 GB per month, and hence wanted to choose the 15MBPS connection with a lesser GB.
When I logged in to the ACT’s Mobile App, it didn’t allow me any option to downgrade, hence called the ACT's customer call centre on the last week of March 2019 requesting for a downgrade of the connection, before the next renewal on April 15th 2019.
The customer care executive asked me to send an email too, to the specific area's email ID sena.[protected]@incredible.actcorp.in, from my registered email ID. That was the beginning of my worst experience with ACT - disgusting service, with not even a single response, despite escalations to NODAL and APPELLATE authorities. Details based on dates are as follows:
April 02, 2019
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I sent an email to sena.[protected]@incredible.actcorp.in, requesting for a downgrade of the plan, or if the same wasn't available, requesting for a cancellation of the ACT connection. Received an automated email from the same email ID, stating that I will receive a response "shortly".
April 03, 2019,
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Received an invoice stating that the payment date is on April 15, 2019.
April 05, 2019:
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I migrate to JioFi, and stop using the ACT Connection, and waited exactly for 72 hours, since I sent the cancellation email to ACT Internet.
April 03, 2019 - 14th May 2019:
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Absolutely no response from ACT, on the emails whatsoever, so I assume that the connection has been cancelled, as requested.
April 29, 2019:
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I receive another e-bill stating that I have to pay Rs. 718.00 for the month of April, even when I requested the cancellation, while my previous subscription period was going on (which was to be ended on April 15, 2019).
May 15, 2019:
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After 6 weeks, a lady called up and spoke in the most horrid manner, stating that I hadn't paid the bill, and she threatened my wife to pay fast, when my wife mentioned that we had requested for a cancellation on April 02, 2019 - she said she didn't know anything about it.
May 15, 2019
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I escalated the issue to NODAL / APPELLATE AUTHORITIES, at email IDs lakshmi.[protected]@roi.actcorp.in, santosh.[protected]@actcorp.in, somanna.[protected]@actcorp.in, bhushan.[protected]@actcorp.in requesting their intervention and / or respond to the email, or confirm the cancellation that was pending for 5.5 weeks already.
May 15 - 03rd June 2019:
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NO RESPONSE from the NODAL or APPELLATE Authorities at all, nor any response from any ACT entities at all.
05th June 2019 (TODAY MORNING):
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I sent the 4th reminder to the email to the same set of people, with little or no hope and It is 8 weeks and 2 days, since April 02 2019, and I haven't received a single reply nor phone call, nor any responses whatsoever.
ACT's customer care is one of the most horrid customer service teams that I have ever seen, due to the following reasons:
1) Lack of response for any of my emails.
2) Cancellation confirmation not received based on my cancellation request on April 02, 2019.
3) No responses confirming the cancellation or even escalations to Nodal & Appellate authorities.
4) Continually raising invoices for successive months, despite asking for a cancellation over 8 weeks earlier.
5) I can’t be continuing to paying ACT, due to a lack of communications from ACT’s Customer care and lack on actions on their side to register my cancellation request.
I have attached all the emails sent so far, herewith.
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