Hathway — Penalty for customer for their mistake.

Address:

Hathway hyderabad

I called service desk/customer care, informed that I am relocating to another city and collect the device, they said okay and technician will come and collect it in 3 days and they asked me to guide them to collect it as i will be in another town by that time. It has been around 3 months, now they are calling and asking about the device, and pay penality for not handing it over to them.
Here the mistake is from there side they did not came and collected..

Now they are saying I have not registered any request so I have to pay money.

Normally this has to be done by the service desk team when I called them.

They have all the data that what I mentioned them in that call, only thing they are saying is that the request has to be created by me, but they are not answering about why the service desk not created it when I informed. The same service desk raised requests when I faced issues and they not even guided me.

So due to this now they are asking me pay penality