[Resolved] Tikona — termination request processing & non collection of device

KCInd

from Mumbai, Maharashtra

Address:

400608

I had raised a disconnection request with tikona on jan 7, 2018. I had confirmed with their several phone banking officers that i want a permanent disconnection.
I was informed by email that they have stopped charging rentals for the service from17/jan/2018. I also paid outstanding charges of rs. 227 from 7jan to 17th jan for a period of 10 days on 18th jan. Billing cycle is from 7th of current month– 6th of next month
I also disconnected connection to the router and stopped using tikona connection immediately after paying outstanding on 18th jan.
I repeatedly followed up with them through email and calls to their customer care for confirmation on termination of my account and to collect their device. But there is no confirmation on this in spite of repeated follow up.
Their phone officer misleads saying i have to just disconnect wire and keep device aside and i don’t have to return device and to worry about it.
In various online forums their customers have raised complaints that after disconnection, tikona levies penalty charges of rs, 1500 after 2-3 months subsequently for non return of device.
But inspite of many calls and emails they are not ready to commit by when their device will be collected or if it will be collected. There is no confirmation on closure of account by mail or the closure process. All communication happens on phone. Each time, some 12 -13 times, you have to answer their persistent queries on continuing with account or keeping account dormant, or transferring account to some relative / friend. Other wise they do not take the request.
When i had called customer care on 24 th jan, i was told new information that my disconnection request has been received and accordingly monthly rentals have been stopped. I was told termination request is not received. This is in spite of number of mails and calls to tikona to terminate account and collection device. Recordings of call with customer care and email are available.
Similar complaint has been raised by many customers in online forums that tikona does not let you to permanently close your account, does not collect device and then fines it.
Expect tikona to permanently close my account and collect their device.

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Feb 10, 2018

Complaint marked as Resolved

Tips for permanent termination ask for permanent disconnection from beginning . dont believe their customer care calls They will only give temporary disconnection, not collect their device and fine afterwards for non return of device Beware of this trap. write regular mails. Call customer care .record them . Though this will be of not much use it may act as proof. Complaint to Appellate authority of Tikona.Its details will be on their website. They will still play. Finally the best way, complain on gov website. http://www.consumerhelpline.gov.in. Drawback is you cannot further update your complaint. They will immediately respond. But still they will not give up. They will confirm termination and ask you to contact their person for collection of device.This no. will give message, it is out of order or incoming facility is not available. Still you are square one. And they will not respond. Call agent on consumer helpline gov .in to update your complaint 1800114000 OR 14404. they will send immediately person to pick up device. Its still not over. They will say that your device is disconnected due to pending dues for long time. finally also raise complaint on ministry of telecom on https://pgportal.gov.in/ . raising complaint on Website is difficult. It is easy to attach pdf of your complaint and upload. Your connection will be definitely terminated permanently once you raise the complaint on last 2 websites.

Tikona Digital Networks customer support has been notified about the posted complaint.

Verified Support

Jan 25, 2018

Tikona Digital Networks Customer Care's response Dear Subscriber,

Greetings from Tikona.

With regards to your concern, please note that your account termination request is in progress and disconnection team will get back to you on the same.

Post termination the devices will be recovered from your premises and Full & Final Settlement mail will be sent to you on your registered email id.

For any further issues/queries, you can contact us on[protected] or you can reach us at forum.tikona.in

Regards,
Tikona Care.

Jan 27, 2018

Updated by KCInd I had given the termination request on Jan 7, 2018. Today it is 27 Jan i.e 20 days. Still my termination is not done when I have paid all outstanding and am not using Tikona services.
Timelines as per standard Tikona process for termination is no where mentioned.Also no written commitment by mail on timelines by when termination of account will be there & when device is collected has been given by the company.

I have received two messages yesterday 26.01.18 and today 27.1.18 saying Tikona tried to contact me on my phone but I was not available and they will further contact me from their two mentioned nos.
Actually, I have not received any call from them as per my missed call list.Also as stated by them no call has been further received from you.

When I contacted their customer care, I was told that their executive will call me after some time. But I have not received any call.

Jan 31, 2018

Updated by KCInd Yesterday on 30.01.18, I got a mail form Tikona saying that my connection will be disconnected and was asked to contact their device collection representative. When you call this ph. No. message comes no incoming facility is available on this phone or the device is temporarily out of order.
This means you cannot contact them for collection of device and hence your device will not be collected.
There is no reply still received from customer care

Feb 03, 2018

Updated by KCInd I sent SMS & whatsapp message to their contact no provided asking to pick up their device but same message comes saying its out of order temporarily. Today their customer care phone officers disconnected phone 3 times.
They will not collect device, provide contact nos with no incoming facility or purposely made inoperatable.
After this they will charge penalty for non return of device.This is modus operandi followed by them to dupe several customers

Feb 10, 2018

Updated by KCInd Finally I got full and final settlement today

Tips for permanent disconnection
Tips for permanent termination ask for permanent disconnection from beginning . dont believe their customer care calls They will only give temporary disconnection, not collect their device and fine afterwards for non return of device Beware of this trap. write regular mails. Call customer care .record them . Though this will be of not much use it may act as proof.
Complaint to Appellate authority of Tikona.Its details will be on their website.
They will still play.
Finally the best way, complain on gov website. http://www.consumerhelpline.gov.in. Drawback is you cannot further update your complaint.
They will immediately respond. But still they will not give up. They will confirm termination and ask you to contact their person for collection of device.This no. will give message, it is out of order or incoming facility is not available. Still you are square one. And they will not respond.
Call agent on consumer helpline gov .in to update your complaint [protected] OR 14404.
they will send immediately person to pick up device. Its still not over. They will say that your device is disconnected due to pending dues for long time. finally also raise complaint on ministry of telecom on https://pgportal.gov.in/ . raising complaint on Website is difficult. It is easy to attach pdf of your complaint and upload. Your connection will be definitely terminated permanently once you raise the complaint on last 2 websites.

Verified Support

Feb 14, 2018

Tikona Digital Networks Customer Care's response Dear Subscriber,

Greetings from Tikona,

We have checked and found your account has been terminated as per you request.

As Full & Final Settlement has been concluded no dues are pending for your account.

For any further issues/queries, you can contact us on[protected] or you can reach us at forum.tikona.in

Regards,
Tikona Care.