[Resolved] Hathway — Submit device urgently - to avoid legal hassles

Sunilkumar Shah

from Phagwara, Punjab

Aug 19, 2020

Address: MUMBAI

Account Number: [protected]
Sunilkumar

BRIEF HISTORY:
- Advance Payment Plan where MODEM Usage is Free under offer
- Was using since May-2019
- Opted Plan: GPON_Double_WIFI_DhamakaQuad_Mtly_SUBSCRIPTION
- Amount: Rs 4715 (4 Months)
- Payment Date: 06-Jan-2020
- Valid till: 06-May-2020
- Invoice No: I0127P[protected]

Case Understanding:
1) From 18-Mar-2020 to 24-Mar-2020 I have tried a number of times on their numbers [protected] for Deactivation of my connection & Take Back their given devices as due to COVID Panedamic I was moving out of the city by vacating the house.
2) No Response received in the above efforts. Even I have tried to deactivate the account from their Mobile APP but no option was available in the same.

3) From 06-May-2020 I have started to receive calls for making payment for the next 4 months in advance where I have requested Executive to deactivate account as I have already moved out of the city and guide me on how to submit the device as Mumbai was under complete Lockdown. Again no response received from Hathway and to date, I am receiving calls for reactivating the account. Every time I respond with the same response that I have vacated the house so I can not renew the account kindly guide me with the procedure of deactivation. (Meanwhile, I have tried many times to go through their given numbers which are still not responding.

4) Now out of the Blue on 19-Aug-2020 I am received mail with this subject "SUBMIT DEVICE URGENTLY - TO AVOID LEGAL HASSLES"
5) I have again submitted my request on their shared Google Form link for pick up of Device along with Address and Time i.e. 21-Aug-2020 1 PM

I want to know the following:
1) When as a customer I am proactively tried to close my account by submitting devices why HATHWAY failed for the same?
2) Given Customer Care numbers are not at all working then how one will be able to contact HATHWAY?
3) On every received call I have repeated the same story about shifting of city due to COVID Pandemic then why daily getting calls for reactivation of account?
4) When a customer is willingly ready to surrender Device as per agreement then what is the meaning of sending such mails of legal action etc??

NOTE:
With reference to your mail TEAM HATHWAY, I have given you Pick up details in shared google form on 19-Aug-2020. Kindly collect your device as per the communicated schedule post that I will not be responsible for any of your legal actions or procedures.

Don't see customers as criminals...
1) check your own customer support teams are they actually working efficiently?
2) Are your customer support numbers working?

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Aug 19, 2020

Complaint marked as Resolved

Mr Santosh Sonawane - Appellate Authority has provided instant solution!! Highly Appreciatiing his efforts! Thank you Mr Santosh!!

Hathway customer support has been notified about the posted complaint.

Aug 19, 2020

Updated by Sunilkumar Shah Dear Mr Santosh

Greetings!!

Account No - [protected]
Name: Sunil Shah
Contact No: [protected]

Solution to mail received from Hathway:
As per trailing mail I have submitted my request for Pick up of Modem Device on 21-Aug[protected]Hrs from "Makwana Lane, Marol, Andheri (East), Mumbai - 400059 (INDIA)"

My Concern with details:

BRIEF HISTORY:
- Advance Payment Plan where MODEM Usage is Free under offer
- Was using since May-2019
- Opted Plan: GPON_Double_WIFI_DhamakaQuad_Mtly_SUBSCRIPTION
- Amount: Rs 4715 (4 Months)
- Payment Date: 06-Jan-2020
- Valid till: 06-May-2020
- Invoice No: I0127P[protected]

Case Understanding:
1) From 18-Mar-2020 to 24-Mar-2020 I have tried a number of times on their numbers [protected] for Deactivation of my connection & Take Back their given devices as due to COVID Panedamic I was moving out of the city by vacating the house. Today also I have tried to get in touch with HATHWAY on following numbers but no response:
[protected]
[protected]
[protected]
[protected]
[protected]
[protected]
[protected]

2) No Response received in the above efforts. Even I have tried to deactivate the account from their Mobile APP but no option was available in the same.

3) From 06-May-2020 I have started to receive calls for making payment for the next 4 months in advance where I have requested Executive to deactivate account as I have already moved out of the city and guide me on how to submit the device as Mumbai was under complete Lockdown.

4) Again no response received from Hathway and to date, I am receiving calls for reactivating the account. Every time I respond with the same response that I have vacated the house so I can not renew the account kindly guide me with the procedure of deactivation.

4) Now out of the Blue on 19-Aug-2020 I am received mail with this subject "SUBMIT DEVICE URGENTLY - TO AVOID LEGAL HASSLES".
5) I have submitted my request on their shared Google Form link for pick up of Device along with Address and Time i.e. 21-Aug-2020 1 PM on above mentioned address.

6) Just after submitting response I got message "FINAL NOTICE TO SUBMIT THE BROADBAND DEVICE, FAILING WILL LEAD TO ADDITIONAL CHARGES RS 2500/-"

I want to know the following:
1) When as a customer I am proactively tried to close my account by submitting devices why HATHWAY failed to support in MAR-2020?
2) Given Customer Care numbers are not at all working then how one will be able to contact HATHWAY?
3) On every received call I have repeated the same story about shifting of city due to COVID Pandemic then why daily getting calls for reactivation of account?
4) When a customer is willingly ready to surrender Device as per agreement then what is the meaning of sending such mails of legal action etc??

Need your intervention to resolve this issue.

Regards
Sunil Shah
+91 [protected]