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| NCH Docket No.: | 1995852 | Dated: | 2020-04-26 | Sector: | Broadband & Internet |
|---|---|---|---|---|---|
| Problem Reported: | Consumer had applied for a new internet connection by paying the mandatory 6 months charges in advance plus installation charges ₹7,442. The network executive of the company had told him that they would install the connection of copper cable within 3 days in his premises. Consumer had to wait for installation for more than 10 days, and despite follow-ups the connection had not been installed. Consumer was working from home due to COVID-19 and needed the connection quickly, so he took a local connection, which he got the very next day. He then cancelled the earlier connection and asked for the refund, and was informed by SMS that the refund team would call him for his bank details for processing the refund within 48hrs and the amount would be credited within 7 working days. However, it had been more than 10 working days, he had not received the refund despite regular follow-ups. He was later informed that it would take 14 business days to refund the same. | ||||
| Escalation by NCH: | As the company is a convergence partner of the National Consumer Helpline, the company responded to the grievance on the NCH Portal stating, “Customer requested for refund and same has been processed. Amount will be credited towards customer account within 7 working days.” | ||||
| Consumer Remark in INGRAM: | Satisfied with Consumer helpline. | ||||
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