Videocon D2H — improper service, poor customer care, false claim of "add on" request

Address:

Kolkata, West Bengal, 700028

I hold a videocon d2h account (Customer id[protected] for last 5 years with subscription of a platinum hd combo pack. Being out of my hometown i didn't recharge my account for almost an year. On june 13 after recharging my account for rs. 725, i found some error (E30-4, mentioning validation of smart card) and couldn't see any channel. But the account was updated and balance started getting deducted. After few phone calls and emails, d2h tried to resolve the issue, sending some commands from their end. But those didn't work, rather my stb started hanging. Finally they decided to send a technical staff, who asked me for stb replacement. After the stb replacement the basic service resumed but i found the package was changed without my consent. After enquiry i was informed that due to tri regulations my package was changed to a base package. Then i requested to switch my package to platinum hd again without mentioning any add ons. But even after the request i was unable to see channels like star sports. I again contacted d2h, they again sent some command (In between i had a argument with the 24*7 customer care when they asked me to call on next day as their server was down), finally i was able to enjoy the service (Only after 10 days of recharge). Already balance of 10 days was deducted by that time.
Again on the same day (June 24) my service was disconnected showing low balance (Due the the replacement of stb, balance was deducted). So i recharged my account with rs. 500 but there was no service after that. I called 24*7 customer care, after trying for several times when i managed to talk with the executive, they told they will send some command again. Even after that service failed to resume. On contacting customer care i was informed due to system issues they can't check anything at that point and asked me to call on next day.
Till that point, i communicated everything with d2h via email, including poor customer care issues. But from that point i asked them to justify the poor service and compensation/ refund for not having proper service for more than 10 days (When they deducted the money from my account without delivering the service).
After an email included all previous details, on 25th june my service resumed.
But a lot remain unanswered, including why i had to pay for those days when d2h couldn't provide service to me.
After that i had calls from executives from d2h, unfortunately some of them were unaware about my previous emails. But they don't wnat to admit their failure. While having a discussion about the present package cost i found some add ons were activated against my account which i never requested for. I shared screenshots from my previous email showing that only platinum hd combo was activated against my request. But still they are claiming about false add on activation requests from my side.
Overall in last two weeks i was really harassed by the poor customer service. I paid but couldn't enjoy service in time. Add on etc were included in my package without my permission. Overall behaviour of the d2h representatives were poor quality.