I am writing to express my severe dissatisfaction with the handling of my recent service request and the subsequent issues I have faced.
On August 25th, my Excitel plan expired as I was in the process of relocating from Faridabad to Mehrauli. I reached out to customer care to request a plan transfer to my new location. However, I was informed that this transfer could not be completed within the timeframe I required and was advised that it would take a month. Given this, I decided to terminate the service and start anew.
Despite this, nothing was done for 17 days. Last week, I received a call from an Excitel representative who informed me that my plan could indeed be shifted to Mehrauli if I recharged my account. I complied and recharged with ₹590, based on the assurance that my router would be relocated to my new apartment and that my new address was within a serviceable area. This assurance was also confirmed during a recorded call.
To my dismay, when I contacted customer care today to inquire about the status, I was informed that my ticket was closed the previous day, and my new location is apparently not serviceable. Furthermore, I was told that the ₹590 I paid is non-refundable.
This situation has been highly frustrating and has resulted in significant inconvenience. I feel that I have been misled and that my concerns have not been addressed appropriately.
I request the following immediate actions:
Full Refund: Given that the service I was promised cannot be delivered, I am requesting a full refund of the ₹590 I paid.
Service Fulfillment: Alternatively, if my new location is indeed serviceable, please ensure that the service is activated and my router is relocated to my new apartment without further delay.
Please address this matter urgently. I expect a resolution within the next 48 hours to avoid further escalation. I look forward to your prompt response.