[Resolved]  ACT Fibernet — Unfair Billing and Irresponsible Service

Address:

Hyderabad, Andhra Pradesh

Dear Sir/Madam,

I Rachuri Venkata Aditya Kiran, an existing Beam customer bearing A/c no. 387128 have raised an EXTERNAL SHIFT request ticket #6259319 on 27-SEPT-2012. After few inquiries, I learned from the Beam technical team that the request could not be processed further due to lack of provision in my new locality. Hence, I did not have internet since 27th Sept 2012. However, I was billed the shifting charges and monthly bill of October 2012.

During the conversations with the customer support executives last month, I was told that there would be a waiting period of 1 month in order to finalize the feasibility of shifting the connection to my new address failing which leads to automatic connection termination process initiated by Beam. I was told to wait for this period as there will not be any charges billed to me for that period. Based on this advice, I waited patiently all these days. There is no response yet. Now, the Beam executives are harassing me for bill payment. I raised a waive-off request recently based on a customer support executive’s advice which was closed without addressing completely.

I am extremely dissatisfied with this kind of a service. I have totally lost faith in Beam's service. Hence, I decided to terminate my association with BEAM.

The below concerns are the primary motivation which made me to decide to terminate my connection.
1. Improper Communication: The team took around 2 weeks of time from the actual date of request to just inform me about the provisional issues where in the actual request execution time is 5-7 working days (based on the information from a CSR). I was never informed clearly about what was the problem until I inquired the nitty-gritty. I am fed up of calling customer care number of times who never say anything except that my I request has been escalated. I have never come across such an unanswerable customer service department.
2. Issue Resolution and Ticket Management: If there is no provision for shifting an existing connection, a customer should be informed accordingly. Either an alternative should be proposed or else the connection should be terminated. Only then the tickets should be closed. However, Beam closes tickets even without addressing the issues completely. It is the strangest and useless ticket management practice I have ever come across.
3. Unfair Billing: I was billed the shifting charges along with the monthly usage charges for the month of October 2012 (SOA #4272374- Ref #2900595, #4511657) and monthly usage charges for November 2012 (SOA #4458091). How can a customer be charged when he/she is not having connection at all for the whole billing period due to lack of the ISP's service? This is ridiculous. I wonder how Beam charged me without addressing the shifting request successfully. Ideally, such charges should be billed in the forthcoming bill upon successful execution of the actual request. I have never experienced this before with any of the market leading ISPs I used in the past. This is totally an unfair practice.

Before proceeding with the termination, I have the below two requests,
a. With immediate effect, waive off the amounts charged in SOA #4272374 and #4458091.
b. Terminate the connection. It is no fault of a customer if there is no feasibility. Also, equipment storage is the service provider’s responsibility. You cannot expect to store your equipment in a customer’s residence. That shows the ISP's lack of planning.

Hence, kindly look into this matter and settle down the issue at the earliest.

Thanks and Regards,
Aditya Rachuri.
+91 [protected].
Alternate Number: +91 [protected]