I have a subscription renewal for my ACT FTTH Broadband (residential), and I received a reminder 3-4 weeks in advance. However, I’ve been facing challenges during our email communications raised on 03Sep2024. There is no single point of contact, and each email is responded to by a different help-desk executive who doesn’t fully comprehend the issue. As a result, the responses become more complex without actually addressing the original problem. After wasting my precious time and energy on support team (insensitive people) who are circumventing and not redressing, I've approached the Nodal Officer and then escalated to Appellate Authority in vain. Having exhausted my vain efforts, I finally emailed Mr. Bala (Director). Even he is insensitive and callous to subscriber sufferings. In short, i'm unable to evoke any resolution to my issues,
Please find below the timeline and trailing emails. Despite multiple emails and repeated follow-ups (timeline listed below) and unresolved status of service requests and pending Case:
1. September 19, 2024 (follow up email to Mr.Bala)
2. September 17, 2024 (email to Mr.Bala)
3. SR[protected] (Closed on 22Sep2024 and Reopened on same day)
4. SR[protected] (Raised on 16Sep2024 expected to be resolved by 18Sep2024)
5. SR[protected] (Closed on 09Sep2024 and Reopened on same day)
6. SR[protected] (Raised on 09Sep2024 expected to be resolved by 11Sep2024)
7. SR[protected] (Raised on 04Sep2024, closed without trace)
8. CaseId[protected]complaint raised on 03Sep2024)
My email dated 16Sep2024.
Dear Mr. Bala and Appellate Authority Secretariat,
Thank you for your selective responses. While I appreciate the acknowledgment of the feedback link issue and the escalation of the invoice and billing cycle matter, I must express my disappointment that several of my key concerns remain unaddressed. To reiterate, I seek comprehensive responses to the following questions:
Please note that the issues mentioned below are in violation of TRAI Notification No. 305-20/2009-QoS and the Telecom Consumers Complaint Redressal Regulations (2012):
Right to Disclosure:
Why is there no transparency in disclosing the 1-year subscription plan? This lack of openness makes the customer suspect foul play.
Right to Choice:
Why am I being compelled to renew only a 2-year subscription plan?
Right to Accurate Bills and Charges:
The missing billing cycle for 2023-24 on the web portal and the discrepancy in the amount reflected in my account billing dashboard.
Right to Complaint Redressal:
Why is there no transparency about the Appellate Authority and who the designated officer is? Apparently, it is being run by some 4 help-desk associates, the same who respond for the Appellate Authority, nodal officer as well as customer support.
When a complaint is raised by a customer, is it not your responsibility to take customer feedback before closing? In any business interaction, mutual interest and feedback are equally important before closing a complaint. However, it is evident that ACT maintains a one-sided interaction, insensitive to subscriber complaints.
Why have my tickets been closed without providing a satisfactory resolution and without taking customer feedback?
You failed to arrange a promised call back from the Appellate Authority. Every time I follow up, you deliberately ignore responding to this point. Your selective responses are leading to ambiguity and giving room for suspicion.
The lack of accountability and the absence of a single point of contact for each complaint hinder the process of achieving a speedy resolution.
Do you have any turnaround time (TAT) in place for providing satisfactory resolutions?
What is the status of my complaint (SR[protected]) reopened on September 16, 2024?
What is the status of my complaint (SR[protected]) reopened on September 09, 2024?
I expect you to address these concerns promptly and transparently without being selective in your responses. The ongoing delay in resolving these issues (raised on September 03, 2024) is causing significant inconvenience and hesitancy to renew the FTTH Broadband service, given your poor service, unresolved issues and ineffective redressal system. And this may disrupt my services beyond September 18, 2024, if not addressed in a timely manner. You'll be held liable for any disruption or breakdown in services due to this delay.
Regards,
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