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Trai — Videocon D2H is providing fake confirmation and deducting money


I have been using Videocon D2h for quite a long time. I never had issues till 2017. But below are the three incidents which I never expect from them -

1 In 2018 I took a secondary connection and after using for a year I had to suspend my secondary connection for 3 months due to house repairing. As per the standard process, I had called to the Videocon D2h customer care and requested them to suspend the same. They confirmed that it was suspended. But my monthly consumption did not get reduced. I called the customer care again to confirm the status and they said that there were no start date/end date mentioned in the request due to which it did not work. I requested again to suspend the secondary set top box. Unfortunately the next month I had to pay the same bill. It did not reduce. I could not call immediately as I was under impression that the suppression may take longer time but nothing got changed and I was keep on paying the extra amounts and decided to discontinuing with the secondary set top box. I called and requested to disable my secondary account.

But as I spent extra amount without using the facility, I wanted to know the reason of multiple failure. I called to the Videocon D2h customer care and came to know that the person taking the request from their side missed to put some values due to which it did not reflect in the system. Then I wanted to talk to the senior member and wanted to inform about the casualty. But it was very fine with him and he wanted to take another request for the same issue. I got very upset and asked him how could he make sure that I will get all my money back. He had no clue and informed that he could only take the request. I got angry as it had happened couple of time before. I raised my voice (never used slang) and asked him to return my amount. He said I can not raise my voice and dropped my call. I called the customer care and wanted to talk to the same person but they informed that senior persons are busy and stayed for 15 minutes and had to disconnect the call (the call is always chargeable). I could not help myself to get the amount back.

2 I had recharged my Videocon D2h account using one third party app "freecharge". While doing the recharge it went on pending state and it did not turn up to success state for entire day. As my parents were following up for the recharge, I had gone ahead and recharged the same amount again using another third party app "Phone Pay". It went successful instantly. I was in a impression that the money will be back with in a week or so. But it did not come. While sending email to freecharge, they said there were no delay and its not pending with them. I emailed to Videocon D2h and wanted to know whether they received the amount. After a long follow-up they said they received and the amount will be added to my D2h account. But it did not happen and dropped an email again stating the current account status. They did not take pain to revert. I stopped following up.

3 Post Aamphan I found that no signal message is coming on the TV screen. While calling to the customer care I came to know that there are charges applicable for technician visit. I declined and requested for suspension and it worked. Within few days I received a message from the vendor side that there will be no charges applied for technician visit if the request raised within June 10th and I had called before 10th June and requested for technician visit which does not include any visiting charge and the customer care representative confirmed that the request has be submitted successfully. Today (July 8th) again I called to the customer care and wanted to know the status as it passed more that a month but they confirmed that there is no request raised against my customer ID. It is really disappointing .

I beg you to put your kind attention and resolve these issues. Please let me know if any additional information is required here.

Complaint Status

[Jul 09, 2020] TRAI customer support has been notified about the posted complaint.
Updated by Tapadyuti Jul 11, 2020
Did not hear back from d2h yet. Awaiting response
Updated by Tapadyuti Jul 13, 2020
Still no response from Videocon d2h end.
Updated by Tapadyuti Jul 17, 2020
No response from Videocon d2h yet.
Updated by Tapadyuti Jul 22, 2020
Videocon d2h is not taking pain to respond to this issue. I think they have many issues reported from customer side. I will wait for few more days and then stop using it.
Updated by Tapadyuti Jul 25, 2020
No response even Today. Don't know whether they want to care about their issues.
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