Mar 08, 2016 01:50 PM
9253 Views
This is the worst customer service failure I've experienced in this age of technology!
On 21st Nov, I made a payment for 3 months(Rs: 2781) for my wi-fi connection. The transaction showed successful at my end. But my account did not reflect the same in the Hathway broadband login. I raised the issue with customer service, and only after a 7-8 days of endless mails, they directed me to their billing department. Till then I got calls from different customer service agents from Hathway, asking me the same damn questions and asked for the same screenshots of the transaction. At the same time, my bank(ICICI) duly confirmed that the transaction was successful.
A few days, they told me the transaction was stuck and I had to make another payment to activate my connection. NOTE: My broadband was cut from Nov-23-2015. So after many days without a connection, fed up, I made another payment on Dec-03-2015, after which my connection was restored.
After a few more days of mails and unnecessary calls, they told me the payment had been received.
Meanwhile, due to personal reasons, I had to close my ICIC account from which I made the first payment. For this reason I requested them to add the amount to my account, and extend my connection by another 3 months. So by then, I had paid for the period Dec+Jan+Feb, and requested for the extension of 3 months(Mar+Apr+May), since the faulty transaction was now successful and Hathway had received the money.
This is only the history. Pardon me for such a long review dear readers.
Fast forward to March. On March 3rd 2016, again my connection was disconnected(and it is still disconnected). Now again I called the customer care, and all they told me was they cannot view mails, and as per records no payment has been made on Nov 21, 2015. So I was at a dead end.
I have mailed Hathway daily since the past 4 days, and I've only received a response from a customer care exec, asking for the screenshots of the 21 Nov transfer. I mean really? I have to go through the same nonsense again.
Today, I am still in stone age, I cannot work from home, I cannot complete my tasks on time, my wife who runs her business from home is also stuck, her work is pending. And to top it all, I am sitting in office and doing this sweeping work for the Hathway cutomer service instead of doing my job.
Apart from this review, I am also filing a complaint in the consumer forum. For the same, if any of you have filed a complaint please share some details of how to go about it. I do know that there is an option of applying online at https://nationalconsumerhelpline.in/. Please share your experiences in getting a positive outcome from the consumer forum. Thanks in advance.
