- Not refunding the security deposit ^Closed

Parijat Srivastava filed this complaint against Excitel Broadband Private Limited on Jul 24, 2021

On *rd May, I requested excitel broadband to terminate my broadband connection due to several issues (rude customer care staff, frequent disconnection, no prompt resolution for any reported issues) faced within *-* months and refund the security deposit. I was informed that the device and installed wire will be collected and then it will be checked by their staff for any damages. If there are no damages and device works okay then your money will be refunded within ** days.
City was locked down due to Covid-** for the whole month so I never followed up as I knew that their won't be any technicians available.
On **st June, still device was not collected though it has been * weeks since the lockdown has been lifted. When contacting Excitel customer service, they informed that there are still no technician available to pick up the device. The person I was speaking to advised if I take the device and submit it in their local office which is in hazratganj lucknow (approx. *-* kms from my location). Then the device can be checked straight away and the refund can be processed.
Somehow I manage to get to their local office and submitted the device. The person who was managing said 'there is no issue with the technician availability not sure why you have been asked to come to the office'. Anyway, device was checked and everything was okay. I was told that I'll receive my refund within ** days.
After a month on **th July, I called them again as the refund was not processed yet. First person I spoke to said it will be processed on **st July, which is a day after the ** days period they initially mentioned. When asking why there is a delay in getting refund after several reminders, he said its an automated process and it will be triggered on **st July. Further I firmly asked to transfer the call to their team leader/ manager but he kept on repeating that they will give same response and at the end call was disconnected. Tried to contact *-* times again but similar response was given.
On **nd July, I called again as I did not receive any notification or message regarding the refund. I was told that refund has been initiated and it will take ** working days to reflect into my account. When requesting the lady for transaction/reference ID for the refund, she was unable to provide it saying that she can't see any details. This time again, I asked to transfer the call to who can give me this information. She placed the call on hold for couple of minutes, then said someone in payments department will call back within an hour. When asking for the ticket number for this query she said you do not require it someone will definitely call you. I didn't trust her words so I asked to generate a ticket and provide the number. She did that but this ticket was resolved without getting a call back from payments team. Same comment was mentioned that I will receive the refund within ** working days without providing me the reference/transaction ID. Btw, this was not the first time when they have resolved ticket without providing update due to which I requested to terminate the services in the first place.
I have screenshots of the tickets I have raised so far for same issue and responses they have given. This is usually copy pasted response without actually addressing the issue or query.

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