I am writing to file a formal complaint against [Company Name], the provider of JioFiber services, regarding a significant issue I have encountered with my JioFiber account. Despite my efforts to resolve this matter through the company's customer care department, my concerns have not been addressed, and I have not received the resolution promised to me.
The details of my complaint are as follows:
On 23/08/2023, I mistakenly recharged my JioFiber account with a prepaid pack worth ₹2474, which was intended for the 100MBPS plan for a duration of 3 months.
Realizing my mistake immediately, I contacted the company's customer care department within just 1 minute of making the recharge.
The customer care representative informed me that a refund could not be provided for the mistaken recharge. Instead, I was offered the option to convert my account to a postpaid plan.
It was explained to me that my current prepaid balance of ₹2474 would be adjusted in the postpaid bill. I was assured that I could recharge the 150MBPS plan for the first month on the postpaid plan by making a payment myself. From the second month onwards, the remaining balance of ₹2474 would automatically adjust my postpaid bill. The regular postpaid bill amount for the 150MBPS plan is ₹1178.
Despite following these instructions and converting to a postpaid plan, it has now been two months, and the promised adjustment of ₹2474 has not taken place.
I have had multiple conversations with the company's customer care executives, including a recent conversation with a senior executive who assured me that I would not have to pay anything for this bill cycle as the amount would be adjusted from my remaining postpaid balance of ₹2474.
Nevertheless, my JioFiber connection has been disconnected due to a pending bill of ₹1178, which contradicts the commitment made by the company's representatives.
I am deeply frustrated and inconvenienced by this situation. I believe I have been misled by the company's customer care department, and the promises made to me have not been fulfilled. I wish to reiterate that I am not willing to pay any amount for this current bill cycle, as per the commitment given to me by the company's team.
I kindly request the immediate attention of the Consumer Forum to this matter. I expect the adjustment of ₹2474 to my postpaid account as originally promised without any further delays. Failure to resolve this issue promptly will compel me to escalate this matter to the highest legal authority possible to seek a resolution.
I hope that we can resolve this matter amicably and avoid any unnecessary legal actions.
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