Tata Play Fiber - Deficiency in Service Unfair Trade Practice

** Sep ****: I recharged my account with an annual subscription by paying Rs. **,*** (Rs. **,*** + Taxes)

End Oct - Nov ****: I started facing issues of frequent disconnection on my connection. I was patient to see if it gets resolved on its own

** Nov ****: I raised a ticket to resolve the same

Nov - Feb ****: I got *-* calls, and atleast * visits from your service person to resolve the issue. They tried many things but nothing got resolved. It was affecting my work. Multiple calls were made to your call center in this period to get resolution

Feb ****: After getting frustrated with their service and your inability to resolve the issue, I called up call center to cancel the subscription citing that this is not working. Call center tried to encourage me to continue, but I said that since its been * months and still I am not getting a resolution, I wish to discontinue.

Around ** Feb, they asked for * more chance and said that a service person will come within a day and resolve the issue which did not happen. Since I did not get any call from the service person, I requested for the cancellation to be done again around ** Feb. I specifically also asked what will be the refund amount, and I was told that the exact amount is not seen on the system but it will be pro-rata for the time used. I asked for the cancellation to be processed immediately, and the wifi device to be taken back without delay

* Mar ****: Tata Play Fiber representative (Mr. Asim Shaikh, +** ***** *****) collected the wifi device from me. I asked him if I am expected to get any receipt from him to which he said that its not required, and that he will log the return the same day.

I have not received any refund till date (** June ****)/ When I chatted with their customer service executive on the app on ** June, I was told that there is no refund eligibility as it was a pre-paid plan. This was not what was conveyed to me when I did the cancellation. Also, there was severe deficiency in service which I was very patient for *-* months before I cancelled, and hence pre-paid cannot be the reason to deny refund. Also, prepaid cannot be the reason to keep customers hostage with bad service.

I them raised the complaint again through their email today, and I got a reply from them saying the following:

"We would like to inform you that security deposit and installation charges were waived off at the time of installation and we regret to inform you that as per the company policy balance amount of plan will not be refunded." Citing this, they closed the ticket.

I have made further appeal based on the following reasons:

*. Despite trying very hard to try to resolve this issue from Nov **** - Feb ****, they could not resolve this issue and I was forced to discontinue the service because there was severe shortfall of service which you were not able to resolve

*. I had specifically asked the question about the refund when I requested for cancellation, and I was told that the pro-rata refund will be done. Otherwise I had the option of taking a break through "Safe Custody" till such time that they resolved the issue. It was an option I chose not to take because of their assurance of pro-rata refund

*. They took away the wifi divide before time which I consider an acknowledgement that the plan has been cut short. There was no way i could use the service without the wifi device

I think this is a highly restrictive annual subscription offer as it basically allows them to not serve a customer once they have bought a plan. I demand refund of the balance, and also that such restritive and customer-unfriendly schemes be discontinued.