Would like to share my recent nasty experience with ACT BroadBand Bangalore. I have been using ACT for more than 1 year with out no issues. Suddenly on March 8, I noticed a drop in the speed and this was due to I crossed my FUP limit(75 GB). I was shocked because I was certain that I did not consume 75 GB in just 8 days. Hence decided to raise a ticket(lets say ticket.
I was told that it would be addressed in 24 hours. Having to wait more than 24 hours, I didnt get any response from ACT despite calling multiple times. So decided to go ahead with FUP reset by paying additional amount of Rs 1166 on March 9. While doing so, a pop up notification appeared with the message "You will be charged Rs 1166 and will be given 61 GB FUP data".
I proceeded with that and shocked to see after the transaction, the FUP allotted was 54 GB. 7 GB gone else where and had no idea. Again called customer care and opened another ticket(Ticket 2). On March 10, I got the detail report of my usage for March month, you dont believe the report as one of the record in the report showed that 5 hours of browsing session and 85 GB downloaded on March 2. Another record displayed 70 GB downloaded in March 7. Over all it showed 190 GB downloaded till march 9. But the portal showed 80 GB downloaded. Very much confused isnt it? Yes. even me too.!
Sent a detailed mail asking for clarification and called the customer care and shouted why is that discrepancy and asking which one is true? Later a day, ACT technical team has called me and said there was an issue for few customers whose data was mismatching. Come on ACT. If there is a problem in your side, why the hell customers should suffer?
Because of the problem with your server upgrade, I had to pay Rs 1166 for FUP reset, when would you be refunding it back? NO ANSWER from them but just have a ticket opened(Ticket 3) as usual. Customer care is saying it will take 3 working days to resolve ticket 3.
My question is that, lets say 100 customers in Bangalore are affected by the above issue and had paid Rs 1100 towards FUP reset. that means 100 x 1100= 110000. So if you take 3 days to resolve and reimburse(not sure whether you will do), then what about the interest that you would get from the above amount. This is really like a day robbery.
The highlight of the problem is that Customercare is not responding to the emails and contacting over phone only. Good part is that I have recorded all the coversations that I had with technical team and customer care.
I heard from the technical team that some customers are also having this problem. If you have not noticed your FUP details or if you have crossed FUP, please call out customer care and ask for Detailed Report. Cross verify and get your hard earned money back.
I am planning to surrender the connection as I have lost the trust I had in ACT. it was the best till Feb 2015 but after this robbery, it has been the No 1 Worst.