Excitel — Days transfer

This is in reference to ticket number 7801805 filed on 18th Jan'22 in regard to days transfer requested by us to your team on various telephonic conversations in October '21.
I will be explaining the whole issue in detail here so as to make it clear to your team and National Consumer Helpline with whom I have filed a complaint regarding the same issue of false information and wrong doing by your company employees.
Me and my Flatmates had initially taken a connection from Excitel starting on 10th July'21 with a subscription for 9 months under the name of my flatmate, ie Nishita Karun. In October'21, we had to shift to a new house and hence we called the Excitel helpline for a transfer of connection to the new place. The concerned team member told us that the procedure for transfer can only take place once we take a new connection with a new id and a minimum recharge. They also told us to raise a termination request for the previous connection and surrender the old device and get a new device with the new connection. We followed the due procedure as told to us by the excitel team and got a new connection under my name i.e Saumya agarwal and "renewed" our connection by recharging and paying again for an additional 3 Month subscription plan starting on 18th Oct'21. It was confirmed to us by the Excitel team hereon, that our remaining subscription days from the initial 9 month plan will be added to the new connection as soon as the new recharge of 3 months ends, i.e on 17th Jan'22.
To our shock on 17th Jan'22, we were told by the Excitel team that they did not make the transfer of our old subscription to the new id, stopped our internet connection and asked us to recharge again so as to be able to use the internet again. Once again the Excitel team is asking us to pay more to be able to access the internet that we have already paid for. The problem of non-transferring was made by your team and instead of rectifying it you are asking us for more money, exactly how you did 3 months ago.

I hope this matter gets resolved and Excitel resumes our internet service on an urgent basis.