Nextra Teleservices — Refund Delay due to company's policy

Address:

110051

Hi Team,
Forced to waste my time and write to you again after getting my account cancelled. Cause your pathetic customer care call center is delaying my modem refund. I had requested cancellation more than 45+ days ago, where as per your snail policy,
- I was suppose to receive a call from cancellation team in few days, which I received after 1 week
- Received call by a lady who further Surprised me with further cancellation policy of 30 days, ok waited for that also
- Now received a call from one of a Engineer (Mr. Deepak) last week, stating that he will come to pick up the modem, will give me the receipt for refund processing, but man with Full attitude in voice never arrived
- Next day, I called Mr Deepak[protected], your appointed engineer, he said he forgot and will send someone on same day, but till today no one arrived. One more week on the name of your snail policy
- Called Mr Deepak again today, who said "Oh, that time I was there (means I believe close to my house or in my area), now I am on vacation, so call call center and request again
- So what to do, with a trapped feeling I was forced to call your poor and world's most pathetic call center. Spoke to an agent ( in Hindi) who provided me a resolution to wait for few days ( no commitment of days) and he has raised an request ( can't share any request number) ; which was not acceptable to me, so asked (forced, with threats) for supervisor
- Mr Supervisor, Faizurehman arrived on call after 5 mins of hold ( started in his most poor and broken English) and assured me after long discussion and making me understand your company's snail policy that modem will be picked up in a week's time and more shocking update after that, I have to visit some link after that and upload my BANK details and REFUND Will Be Proceed In 15 DAYS time and this made me mad further
At the time of sales your team came running in 30 mins and didn't processed anything till the time you got the big money (6 k plus for 6 months connection), but you people want the customer to wait for your poor policy to finish his tenure along with delay to increase pain in customer's ***.
The time I had connection, your Managers like Gunjan & Sachin were also not able to provide me small solutions or retain ONE customer, what to hope good you will do after customer has left!
Your Mr Faizurehman was also a big failure in providing a satisfactory solution to my request, where as per your poor policy, he was unable to share a complaint/ request number, nor he was able to escalate it further or make me talk to any senior or his supervisor, even after my multiple ask (politely or rudely) . He took name of some Mr Vijay, but after multiple 10-15 mins holds, he failed and refused for any help. He refused to even raise a complaint against him, as he was not able to transfer further or arrange a quick refund process, after accepting that delay is from company's side. He kept repeating that this is call center and he can't do anything, else than make me wait for one more week and further for refund.
Just want to know, how good do you people and the company owners feel, troubling customer's with your zero escalation matrix followed and snail type cancellation policy on customer exit?
Also please answer, are you people really interested in providing the refund or need me to write and shout regularly at your call center for same? Or, you want me to finally go LEGAL this time for the refund including time wasted and mental torture?
Regards,
Sunil​ Peswani