Reliance Jio Infocomm — Money Taken from me for an Additional SetTopBox but never installed and no responds to my calls now after 12 days

Address:	This complaint is for Paschim Vihar Area 110063
Website:	www.jio.com

Money Taken from me for an Additional SetTopBox(Rs.3999) but never installed and no responds to my calls now.

I was very happy with jio fibre speed since last 6-8 months approx. since when I am using their services. I called one person named Nitin - +91-[protected] (Sales person who installed this at my place) to complain about my router getting hang multiple times a day, he gave me the tollfree no. to register service request for that and also told me that jio is now giving addtitional TV pack at cost of Rs.3999 for the Set Top Box and I should get it as its a good offering. So I registered service request for both i.e. internet issues and Additional STB on 26th October 2020 - Request ID - SR000012OZDG and SR000012OLQ3. The executive told me that a service person would come the same day and resolve my problems but no one came. I again called them and to my surprise they told me my requests are shown as resolved, I don't know what monitoring mechanism they are using for customer complaints, maybe they are very proud of their workforce and trust them blindly. Then I called that person Nitin again when he gave me no. of my local area customer service person Rahul - +91-[protected]. I tried calling him and he assured me to send technician soon to my place.
After continuously calling for next one week and again opening my service requests, they came on 3rd November 2020 finally. Name of the technician was Anil - +91-[protected]. He did a reset on my router for the internet issue. And brought a new STB for installation. It took him atleast an hour to understand how to connect this STB to my account and in this time he was continuously on call with another Rahul Katyal or Kagar - +91-[protected] who a is senior person as told by the technician Anil. He asked me to pay Rs.3999 via Paytm for the STB and this technician din't even know what is UPI payment or may be he was lying. I added money to my paytm wallet account and he took money from my account by adding my Paytm scan code on his phone. Then he waited the box to be added to my account but nothing happened. He told me payment is stuck with Paytm and will be returned back soon then we will do a retry. He waited for next 2 hours at my place (total 3 hours) saying payment will come back but it did not. I sensed something fishy here so I raised a complaint with Paytm that my payment is stuck and please refund that payment so that I can repay. Paytm people replied within 30 min that payment was successful and can not be returned. I should ask the complany to hand over my purchased device. After telling the paytm message this guy Anil made me talk to that Rahul Kagar or Katyal who made me believe that this is a normal practise and many people were facing payment issues that day and it will be reutrned by next day and the person will make a revisit for installation. Now this person took the box with him and never returned. After continuously calling both Rahuls, Rahul Kagar atlast picked up the call after 2 days and said my payment is still stuck and will be returned within 7 working days so what I can do is that I can again make a payment and get the box and the old payment will be automatically returned after 7 days. Still trusting jio as a company I said yes and he should send a person for the same. This time magically another person came within next 2 hours and asked me to make the payment. I asked him to let me talk to one senior person to enquire when will my payment come. He did not give my any no. but made me talk to some Rajesh who as per him is the boss to both Rahuls. This person Rajesh told me the old stuck payment will come in 14 days time and I should make the payment again. This time I sent that person back telling him now I will first wait for my payment to be returned as I doubt these people totally now. Nothing again happened and my service requests were getting resolved by magic as earlier, my money is still not returned to me.
These people stopped picking up my calls totally or sometimes they will pickup and will not say anything. I am finally registering complaint here in order to seek justice, get my money back and punish these people in some way which they deserve. They are only worried about themselves and do not care for time and money for other people.