Videocon D2H — Unauthorised service activated by videocon d2h which i was unaware and was unwanted for me, resulting in unauthorised deduction in my d2h balance.

Address:

411057

Hello Sir,

I am writing this complaint having full confidence in you and your service. Hoping that you will resolve my pending issue with videocon d2h which i am tracking since few days now.

Usually I go for a long term recharge, (full year recharge at once, so i get longitivity recharge benefit of 30 days extra).
I recharged my d2h last year dated 20 June 2015 (Gold HD pack), so i would expect it to get finished on 20 June 2015 + 30 days longitivity benefit, which comes to 20 July 2016.

When I enquired about it, I got to know that they have activated one of their active service through automatic IVR call, some times back in July 2015 and also asked me to call back if they want me to discontinue it. Resulting in loosing nearly 2 months of my HD pack. (which is around 475/- a month). I asekd them to provide a call recording if they have any where in gave them approval of activating such service. Then they say they don't have any recording as such but it was activated automatically through RTN. Dont know what that RTN is...

So my question to them was, why the service was activated automatically withour my approval ? and who gave them authourity to play with customers money.

I have attached the whole conversation to and fro...
Hope this helps to look into the matter.

Best regards,
Kuldeep


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[protected] Forwarded message[protected]
From: Customercare
Date: Sat, Apr 2, 2016 at 3:52 PM
Subject: FW: Cust ID: 88397922, Validity Complaint
To: "kuldeep.[protected]@gmail.com"

Dear Mr. Kuldeep,
Thank you for writing to Videocon d2h
This is with reference to your email dated Apr 1st 2016 regarding your concern for Videocon d2h of satellite product for customer id 88397922
We would like to inform you that SMS regarding activation of Smart Services Add On along with its price & locking period information was automatically triggered on your RTN post activation of same Add On on your d2h account apart from this information of current base package & active Add On’s is also provided on your online d2h account, since then we have not received any request from your end regarding deactivation of Add On

Further please be informed as per investigation & records we cannot process for any waiver/credit from our end in this case. Furthermore we request you to write us back if you want to activate DND for promotional calls young from our end on your RTN

If you have any further queries, please email us at [protected]@d2h.com. We will make every effort to revert with resolution as soon as possible.

For details of all our Products and Services you may visit our Website www.videocond2h.com.

Warm Regards,
Customer care
Videocon d2h


Note: - You can also call our customer care helpline on [protected]

Begin forwarded message:
From: Kuldeep Jadhav
Date: 1 April 2016 at 6:16:48 PM IST
To: Customercare, nodalofficer.[protected]@d2h.com
Subject: Re: FW: Cust ID: 88397922, Validity Complaint
Hello Team,
You did not write anything about reverting back my 2 months HD pack.
regards,
Kuldeep


On Fri, Apr 1, 2016 at 3:13 PM, Customercare wrote:
Dear Mr. Kuldeep,
Thank you for writing to Videocon d2h.
This is with reference to your email dated Mar 31st 2016 regarding your concern for Videocon d2h of services of satellite product for customer id 88397922
As per our discussion with you on RTN [protected] we would like to inform you that we have provided all the relevant information to you regarding SMART SERVICES Add on activation.
Further we would like to inform you that your request to stop all promotional calls/SMS from Videocon d2h on your registered telephone number has been processed from our end & will be implemented from Apr 2nd 2016.

If you have any further queries, please email us at [protected]@d2h.com. We will make every effort to revert with resolution as soon as possible.

For details of all our Products and Services you may visit our Website www.videocond2h.com.

Warm Regards,
Customer care
Videocon d2h


Note: - You can also call our customer care helpline on [protected]

From: Kuldeep Jadhav [mailto:kuldeep.[protected]@gmail.com]
Sent: 31 March 2016 06:13 PM
To: Customercare; Nodalofficer Maharashtra

Subject: Re: Cust ID: 88397922, Validity Complaint

Hello,

"activation of SMART SERVICES 12M along with its price & locking period information was automatically triggered on your RTN"

What do you mean by automatically ? Who gave you the authority to play with our money ?
Do you want to retain your customers or you want to break the association with them by cheating them ? Do you encourage customers for longevity recharge or you discourage us by cheating this way ?
You tell me from your end itself that, you activated the service automatically and also you yourself auto renewed from your side ?
Because of your this fault i'm loosing my 2months HD pack (which comes at nearly around 400/- per month, that means nearly totals to Rs 800/-)
in that case, I would like to rethink to keep the association with videocon d2h and rethink to get the service from your company.

At any cost i dont want to loose my money because of your mistake.
Look at your marketing policy: during activation you do it automatically, but to deactivate it you expect us to call and tell.
This cheating types of marketing policies wont help you in long run.
In fact you look at my call records, i myself had inquired randomly to one of call received from your end (the call which i had received was for recording service) and had strictly informed not to call me for such services and stop any service if currently, this incident happened was around 10-12 months back. At any cost i want my validity of 2months back.

You tell me whether you want me to continue with your videocon d2h or should stop your service after expiry of current recharge ?
Regards,
Kuldeep


On Thu, Mar 31, 2016 at 2:28 PM, Customercare wrote:
Dear Mr. Kuldeep,
Thank you for writing to Videocon d2h.
This is with reference to your email dated March 31st 2016 regarding concern of Videocon d2h of services of satellite product for customer id 88397922
We would like to inform you that SMS regarding activation of SMART SERVICES 12M along with its price & locking period information was automatically triggered on your RTN post activation of same Add On on your d2h account apart from this information of current base package & active Add On’s is also available on your online d2h account, since then we have not received any request from your end regarding deactivation of Add On

Further please be informed as per investigation & records we cannot process for any waiver/credit from our end in this case. Furthermore we request you to write us back if you want to activate DND for promotional calls young from our end on your RTN.

If you have any further queries, please email us at [protected]@d2h.com. We will make every effort to revert with resolution as soon as possible.

For details of all our Products and Services you may visit our Website www.videocond2h.com.

Warm Regards,
Customer care
Videocon d2h


Note: - You can also call our customer care helpline on [protected].
From: Kuldeep Jadhav [mailto:kuldeep.[protected]@gmail.com]
Sent: 30 March 2016 05:57 PM
To: Customercare; Nodalofficer Maharashtra

Cc: Customercare
Subject: Re: Cust ID: 88397922, Validity Complaint

Hello Team,
Do you mean the mail dated 29th March ?
I would like to receive the audio recording of this call and want to listen the conversation.
Want to really know how you guys convinced to activate unnecessary service.
regards,
Kuldeep


On Wed, Mar 30, 2016 at 5:25 PM, Customercare wrote:
Dear Mr. Kuldeep,
Thank you for writing to Videocon d2h.
This is with reference to your email dated March 30th 2016 regarding your concern for Videocon d2h of services of satellite product for customer id 88397922
we would like to inform you that Add On SMART SERVICES 12M was activated on basis of IVR call done from our end on your RTN [protected] on July 21st 2015 at 4:31 pm having call duration of 23 Sec & after receiving confirmation prompt from your end same Add On was activated on July 23rd 2015 and also confirmation SMS regarding activation of same Add On was sent on your RTN, since then we have not received any request for deactivation of same Add on from your end, however same has been cancelled now on March 30th 2016.
If you have any further queries, please email us at [protected]@d2h.com. We will make every effort to revert with resolution as soon as possible.

For details of all our Products and Services you may visit our Website www.videocond2h.com.

Warm Regards,
Customer care
Videocon d2h

Note: - You can also call our customer care helpline on [protected].

From: Kuldeep Jadhav [mailto:kuldeep.[protected]@gmail.com]
Sent: Tuesday, March 29, 2016 2:47 PM

To: Customercare; Nodalofficer Maharashtra
Cc: Customercare
Subject: Re: Cust ID: 88397922, Validity Complaint

Hello,
Did you read my first email completely ?
My intention of writing this long email was not just to solve the set box not working issue, rather i wrote it to bring it to your notice that my 2 months HD pack is been eaten by you, by starting unwanted d2h active service which is not even known to me. Do you feel that we customers do this long term recharge for this ?
Read my first email completely to check when i recharged last and ideally when its validity should get over, and do revert back to me.
Waiting for your reply.
regards,
Kuldeep


On Tue, Mar 29, 2016 at 2:22 PM, Customercare wrote:
Dear Customer,

Thank you for writing to Videocon d2h.

We would like to inform you that your complaint regarding D2H Product has been resolved.

Please be noted that your complaint has been attended & resolved as per the appointment given by you.
Further you are not eligible for any down time wavier.

If you have any further queries, please email us at [protected]@d2h.com. We will make every effort to revert with resolution as soon as possible.

For details of all our Products and Services you may visit our Website www.videocond2h.com.

Warm Regards,
Customer Care
Videocon d2h

Note: - You can also call our customer care helpline on [protected].


From: Kuldeep Jadhav [mailto:kuldeep.[protected]@gmail.com]
Sent: 28 March 2016 10:52 PM
To: Customercare; Nodalofficer Maharashtra
Cc: Customercare
Subject: Re: Cust ID: 88397922, Validity Complaint

My issue 41764693 is resolved by your executive now once again today.
The issue was there since yday till today evening (2 days)
now point no. 3) who will pay me grace period, 3 days earlier, and the new 2 days total 5 days grace, when set top box was not working.
Now can you please look into the main issue which i mentioned in my earlier email ?
regards,
Kuldeep

On Mon, Mar 28, 2016 at 10:58 AM, Customercare wrote:
Dear Customer,

Thank you for writing to Videocon d2h.

We regret the inconvenience caused to you and we understand that you are facing D2H product issue. We have registered your complaint with Work Order 41764693. We have asked our PUNE service engineer to get your complaint attended on top priority to your utmost satisfaction. Please be assured that our engineer will visit you in the next 24 hours.

Also please be noted that currently your product with customer ID – 88397922 is out of warranty and therefore as a company service policy in case of any defective part/product replacement required necessary charges will be communicated by the service engineer during the time of visit. Since it is a repeat issue which occurred within 1 month therefore service visit charges will not be applicable for this visit. We request you to please click on the link given below for more details regarding service charges: -

http://www.videocond2h.com/WSC/pdf/Service%20Charges.pdf

If you have any further queries, please email us at [protected]@d2h.com. We will make every effort to revert with resolution as soon as possible.

For details of all our Products and Services you may visit our Website www.videocond2h.com.

Warm Regards,
Customer Care
Videocon d2h

Note: - You can also call our customer care helpline on [protected].


From: Kuldeep Jadhav [mailto:kuldeep.[protected]@gmail.com]
Sent: Sunday, March 27, 2016 2:57 PM
To: Customercare; Nodalofficer Maharashtra
Cc: Jadhav (EXT), Kuldeep; Customercare
Subject: Cust ID: 88397922, Validity Complaint

Hello Videocon d2h team,


Customer ID: 88397922

On 22nd March 2016, morning Suddenly my HD set box stopped working giving "No Signal error".
Thinking some minor problem and will get resolved I waited that day. Next day on 23rd March evening after work when i came back home, i got to know from my wife that still the set top box is not working. So i tried removing smart card and gently cleaning it reinserted it back properly, still the same problem persisted. So i called up vedioncon d2h customer care service, the executive at the other end tried some on the fly resolution but still it was not resolved so he registered the complaint.Next day 24th March evening when executive from vediocon d2h came. Then he checked here and there and said it was just a smart card reading issue and just wiped the card on his jeans and resolved the problem, my box started working.Wow...We checked the balance amount was Rs. 1623/-

Same time i observed that my Name, Customer ID, City and other info was not seen in account details except the "End of subscription date" and "Account last updated on". So he called the center on the fly and got all the information updated. However i observed that suddenly the balance was reduced toRs.1304/- I asked him why is it so. He said it will be corrected later. He took 170/- charges.He also said 170/-Rs will be credited to my account in balance. so i reconfirmed from him the corrected amount which my account details should show up (1623 + 170).

Today I just checked the account details, and found nothing is updated yet. So called up customer care after waiting for 8 mins or so, after your music was over one lady executive got connected. I explained the details. Finally she transferred the call to some senior executive indicating he will solve the problem.

I repeated whole story to him, i got to know from him my current recharge will end on 23-May-2016.So i asked why ? Because i knew i had recharged on 20th-June2015 + 30days long term benefit so 19th July 2016 should be the ideal validity date. I asked himself what do you mean by a year, and ideally when my year should get over if i have rechrged it[protected]. Now I got to know some new story from him that just after a month I recharged, from july onwards some service was provided to me free of cost and it was renewed automatically later on. This was completely new story to hear from him. when repeatedly i asked why the unwanted service was activated and who gave you authourity to auto renew the unwanted services to the cutomers, he was with no words and hanged up the call in between...

Note: There were few a times i received a call, for some other services like recording and some children channels, but i had strictly denied them as we don't have any small child to subscribe for such channel and everytime had asked them not to call me for such services again and if i need one i myself will get back to you.

my issues:
1) Why the unwanted service was activated ?
2) Why such unwanted service was auto renewed, who gave you the authority to play with customer's hard earned money ?
3) who will pay me the 3 days grace, when set top box was not working.
4) As indicated by visiting executive why the amount of Rs 170/- not credited to my account yet.
5) Where is my long term recharge benefit.


Hope with all this I expect my GOLD HD packs current validity will be reset correctly considering all the above mentioned points.

regards,
Kuldeep

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