ACT is not willing to give my advance money back. Review on ACT Fibernet

My ACT User Name: 10767763

Account No: 634328

I am ACT(Atria Convergence Technologies Pvt. Ltd.) Broadband(now Fiber net) customer from February 2014. From the time of taking connection, they were telling me that when customers cancel the connection, the advance payments would be refunded after deducting charges for used days.

From that time I started paying 6M+1M(on paying 6 months amount in advance, 1 month would be free) charges. I was getting monthly invoice without any issues. All these advance payment were done till January 2016.

February 2016 bill got generated and they gave bill for 6M+1M which is Rupees 7206.63. As I have 259 rupees with ACT already, final amount became Rupees 6948. Before making this payment I spoke to customer care executive and asked him whether I could go for 12M+2M(on paying 12 months amount in advance, 2 months would be free and also every month 25 GB data free). Executive asked me to pay 14153(after deducting 259 rupees which they have already). And he also asked me give a call after paying 14153 rupees to convert my account from 6M+1M to 12M+2M. I made payment on 1st February 2016(at 2016-02-01 19:29:13) and Track ID is act_billbd_15032148.

I gave a call back to ACT customer care after payment and asked him/her to convert 6M+1M to 12M+2M. He/She told me that within 24 working hours it would be changed. I also asked them to send monthly invoice like earlier months and they said that they will not send monthly invoice as their rules have changed(THEY HAVE NOT INFORMED ANY CUSTOMER IN ADVANCE ABOUT ALL THESE CHANGED RULES).

I spoke to Nodal Officer on 2nd February 2016 morning. I requested him to send monthly invoice like they were sending till January 2016. He told me that, as the policy has changed they can’t send monthly invoice. He also told me that, he would give me a call after speaking to Finance/Billing Team. In the evening he called me and told me that they can’t send monthly invoice as their policy has changed from October 2016 - November 2016.

I asked him if there is a problem in sending monthly invoice, can the payment made by me reversed and convert my account to monthly payment account? He said that the policy has changed from October 2016 - November 2016. As per the policy though account gets changed to monthly payment account, money will be kept with the ACT no reversal.

I asked him, "can I get my money back, if I cancel the connection?". He said, "as the policy has changed from October 2016 - November 2016, they won’t return money paid in advance".

I asked him, "if the policy has changed from October 2016 - November 2016, why was it not communicated to any of customers. Especially as I am your customer from February 2014 and I am making bulk payment to get extra benefits, why was it not communicated to me when the policy has changed. At least before making payment, if you would have told me that the money won’t be reversed and at the same time there won’t be any monthly invoice sent like earlier, I would have requested to convert my account to monthly payment account and I would not have made bulk payment".

Then he told me, "I accept that the new policy has not been communicated to any customers". Also told me that he would speak to his management team and get back to by 3rd February 2016.

On 3rd February 2016, I called Nodal Officer and asked about what decision that the management has taken on this issue. He told me that the decision is negative. They neither give refund if I quit in between nor give monthly invoice. Then I asked him, "as there is no new policies communicated to me before making payment, how can you not refund if I quit in between or change my plan". Then Nodal Officer told me that as executive(the person whom I spoke to before changing my subscription plan) has not been communicated, they would take cation on him.

Next day I got call from nodal officer and mailed me 12 months bill.

But, I did not get assurance about refund when I cancel my connection or change plan.

I want justice on this case.