Hathway Cable & Datacom — refund not processed while the modem is returned

Address:

Kelambakkam, Chennai, Tamil Nadu, 603103

I have been using hathway from 2017 and was happy with the service. I had to cancel the account while shifting within the city. The customer care has mentioned that i will get my refund once the modem is returned. I cancelled by connection and an engineer has collected the modem from my new address.
Now the hathway team is mentioning a crf which says that refund can be processed only if i had stayed in the network for 3 years. I haven't signed on any crf form and the sales/service has never mentioned about the 3 year lock in for the refund.

I have been following up via email to [protected]@hathway.net. This is cheating the consumer by holding the information from consumer and creating a fictitious crf form.

My registered email: [protected]@yahoo.in