Sun Direct — Payment refund + SmartCard number duplication

Address:

560033

Dear Sir

We have been using the Sun Direct DTH connection since November 2015 at our residence #21, 2nd cross, Kanakadasa Layout, Lingarajapuram, Bangalore 560 084 and subsequently at our new residence since February 2016.
The connection is in the name of Narendra J M with the registered mobile no[protected].
The Smart Card No is [protected].

During October this year, there was an issue with the connection and we made a formal complaint and a technician from Bangalore-based S K B Enterprises visited our residence and checked the same. After checking the connection, the technician, Punithan, mentioned that there was an issue with the Set-up Box and the same had to be replaced.

The same was replaced on 21st October 2016. While replacing the STB, the technician also stuck a new sticker on the box with the following details: STB No: K[protected] / Smart Card No: [protected]

Subsequently, from the 19th of November, there was a display on TV about the subscription to be renewed soon. Accordingly, on the 23rd November, a 3-month mega pack was paid through PayTM for an amount of INR 1485/- (PayTM transaction No - [protected]) on the Smart Card no mentioned on the STB - [protected].

In spite of the payment made, the connection was not resumed even after 3 days (26th) and after repeated calls to customer care, we got to know that the recharge had been done on a wrong number.
Based on this feedback, we made another payment through PayTM for an amount of INR 379, (PayTM transaction No - [protected]) one-month mega pack on the previous smart card no - [protected] on 26th November. The connection was resumed the same day.

- What we would like to know is that why were two different Smart Card nos mentioned on our STB?
- Since we have made a payment to the smart card no mentioned on the new STB, how do we get that money back?
- How are we supposed to know that we must ignore the second smart card no mentioned on the new STB, when neither Sun Direct through it's customer care or Service provider SKB Enterprised through its technician tells us the same?
- Customer care has been redirecting us to PayTM which is inappropriate
- When the technician visited us again on 1st December, we realised to our utter shock that both the smart card numbers are registered on our names only, how can that be possible and can Sun Direct let us know how and when this happened?
In lieu of what has taken place and the severe stress we have gone through, we would like to know how we can get the money back or a 3-month recharge that can be done on our connection.
Please let us know at the earliest.

During our last conversation with Ms. Ruhi from customer care Chennai, we were instructed to file this formal complaint on the SUN Direct website.

Regards
Narendra J M
[protected]