Tata Sky — Poor Tata sky service request

Address:

Chennai

I recently raised a service request regarding a faulty set-top box. I took over 5 days for providing a replacement set top box inspite of me being charged Rs600 (LNB 200 + remote 200 + service charge 200) + set-top box cost Rs450. Whereas the fault was only with the set top box.I raised an escalation for the poor service to the Tata sky customer care.
I received a call the next day from Mr. Manivannan claiming to be Asst. Manager working from Chennai Ekkadutangal Office of Tata Sky, to share the Service code to close the service request. I politely informed him, I will share it after receiving response for the escalation raised. He immediately added a high value premium HD Tata sky pack worth Rs.517 to my Tata sky account without my knowledge or consent.
What sort of professional company gives privilege to its employees to do such activities. Tata sky is some kind of joke organization playing personal vengence games? Is this not considered a breach of TRAI regulations?