I had one of the worst customer service experiences of my life with Excitel Broadband, and I strongly urge everyone to stay far away from this company.
I was a customer with Excitel for a few years, not months, years. To be honest, the internet speed was fairly good but due to some personal reasons I had to switch to other broadband.
My real nightmare began after I decided to discontinue their service. As part of the setup, I had paid a security deposit of ₹2000 for the router/modem, which was clearly refundable upon return of the device. When I discontinued the connection, the device was collected from my home — fully functional and intact. But weeks passed, and there was no communication and no refund.
When I followed up with customer care, I was told a shocking lie: that the device was "damaged" at the time of collection and hence the refund would not be processed. This is an absolute fabrication. The device was in perfect working condition, and there was no damage — cosmetic or functional. I strongly suspect this is just an internal scam they run to avoid returning security deposits.
Despite repeated emails and calls, all I received was vague, scripted responses and zero accountability. No proof of the alleged damage was ever shared. No photographs. No inspection report. Nothing. Just an excuse pulled out of thin air. Clearly, Excitel believes it can get away with looting customers, thinking people won’t take action over ₹2000.
This isn’t just poor service — this is daylight robbery.